CX Accelerator

MAY 25, 2022

A customer experience team had to plan it out and set this all up on the back end. A customer experience team had to plan it out and set this all up on the back end. So, I took to Twitter to see what ideas others in the CX space have. Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Uniphore

AUGUST 12, 2021

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

BlueOcean

OCTOBER 7, 2021

Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. Questions from customers abound: “What are the new rules? What do I need to embark on my journey? Once I get to where I’m going, what is expected of me?”. It’s simply a more human experience across the board.

Travel 218

Travel Industry Customer Experience Call Flow 218

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. Either they did not move the needle enough (how much coffee does the staff drink?) How to Reduce Customer Service Costs Sustainably. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?

Self Service 207

Self Service Customer Service How To Contact Center 207

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other. The big question is, what do companies do with the feedback?

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Experience Investigators by 360Connext

JUNE 8, 2021

Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues. What about their stage of life?

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Steve DiGioia

MAY 17, 2021

That’s what our customers want and that’s what we wish to provide. Ask the customer “What can I do to make this right for you”? Be the judge of what is fair of course but allow them the opportunity to feel empowered over the situation. Great customer service. Thankfully, many have developed useful acronyms to help.

Customer Service 341

Customer Service e-support Self Service Customers 341

Uniphore

JUNE 10, 2021

And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L. The employee, associate/agent, is me.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense. Waste of my time!”

Survey 93

Survey Meeting Video Feedback 93

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. This guide will provide a comprehensive overview of live chat, explaining the who, what, when, where, and why of live chat software.

Software 188

Software Wait Times Multi-Channel Consumers 188

TechSee

MARCH 17, 2021

to fix your internet connection only to have him arrive late and leave with the issue unresolved. What’s more, 60 percent would consider ceasing business with a company following a technician visit that did not meet their safety expectations. Most recently, Verizon and Vodafone have started experimenting with the technology.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. For over 9 years, Kustomer has been developing products and capabilities that place the customer at the center of the experience. Not anymore.

Self Service 69

Self Service CRM Knowledge Base Metrics 69

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. It doesn’t matter how well your team is trained or how much they care. Empathy allows us to do what’s best, not because we’re supposed to, but because we feel compelled to. Industry Knowledge. Availability.

Training 231

Training Guidelines Industry Examples 231

Experience Investigators by 360Connext

JUNE 16, 2020

How can organizations help customers avoid the effort in the first place? They are calling your agents with questions about how to do things they WANT to do on their own. Let’s define what customer effort REALLY is… and what it’s not. Solicit open-ended feedback. Look beyond the touchpoint.

Effort Score 214

Effort Score How To Contact Center Touchpoint 214

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. What is Computer Vision AI?

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Zeisler Consulting

JULY 19, 2023

I’ve written before about how astonishing it is that some brands seem to be actively trying to alienate their Customers with obvious slights like specifically using the words “Do_Not_Reply” for the actual name of the mailbox when communicating. And some wiseass in the Customer Care department answered them literally: “How about we do this ?”

Consulting 72

Consulting System Customer Centricity CRM 72

TechSee

MAY 24, 2021

While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate during the forecast period. . What is Visual Assistance? billion by 2025. Enter Visual Assistance.

Self Service 124

Self Service Contact Center Wireless Video 124

TechSee

APRIL 26, 2021

A majority (52%) of these consumers prefer to get remote support from customer service agents. But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. How can we design a function that minimizes the possibility of AI delivering the wrong results? .

Customer Experience Management 97

Customer Experience Management Software Customer Experience Management 97

Comm100

JULY 27, 2023

Yale University states that only 34% of students with dyslexia graduate from college, demonstrating how much those with dyslexia are underserved. How Does Dyslexia Impact Education? Students with dyslexia face a much more challenging educational experience, and many people with learning disabilities fail to obtain any qualifications.

Study 211

Study Financial Technology Chatbots 211

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . After listening, the O2 customer service agent proposed replacing our SIM cards to address some of the problems I mentioned. We tap our toes and roll our eyes as we wait. Or are they? The O2-Shaw Debacle.

Customer Service 188

Customer Service Consulting Wait Times Customers 188

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Out of the companies working actively to improve customer experience, about 84 percent saw an increase in revenue.

Omni-Channel 237

Omni-Channel Customer Experience Social Media How To 237

TechSee

NOVEMBER 18, 2022

While service leaders try to provide their agents with the flexibility to spend the holidays with their friends and family, there are a number of key steps they can take in advance of the holiday season to ensure peak performance at this critical time. 5 Tips for Ensuring Peak Holiday Season Service Performance.

Video 109

Video Guidelines Tips Connections 109

COPC

APRIL 19, 2023

We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Let’s explore how to achieve harmony and stimulate the ideal behaviors across your customer experience (CX) operations. Supporting that statement with a scorecard helps align these views.

Metrics 73

Metrics Average Handle Time Guidelines Measurement 73

TechSee

APRIL 28, 2023

About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. The whole process got me thinking “How could this experience have been less painful?” What is TechSee and How Does it Work?

Healthcare 109

Healthcare Hospitality Self Service Examples 109

Zeisler Consulting

NOVEMBER 8, 2023

That’s an important part of the CX world, and what goes on in that organization surely impacts a brand’s CX. But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.) What role does that person play? But CX is not CS. At least not just CS.

How To 93

How To Contact Center Customer Care Customer Success 93

TechSee

JUNE 10, 2021

Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk.

Self Service 207

Self Service Innovation Analytics Transportation 207

Playvox

OCTOBER 4, 2022

Every customer interaction is an opportunity to learn more about your customers, understand how and why they use your product, and gain insight into how to keep them longterm. It’s also a chance to proactively uncover any issues and figure out how to fix them. This puts you in a position to take action.

Interaction 87

Interaction How To Analysis Customers 87

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 109

Insurance Industry Customer Experience Self Service 109

ShepHyken

OCTOBER 7, 2020

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. A customer calls into a support center, and the agent notices something on their account that they could fix. This phrase has no definition. This is customer disservice.

Customer Service Training 166

Customer Service Training Training Customers Customer Service 166

Zeisler Consulting

NOVEMBER 30, 2020

Over the course of two months and four separate interactions, we spent upwards of six hours on the phone or in a chat with agents; some credit card people, some ‘points’ people (a lot of folks don’t know that in many instances, the loyalty program isn’t run by the same company with whom you have loyalty).

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

Magellan Solutions

DECEMBER 5, 2023

So, what’s the smart move for inexperienced businesses? But the question is, how much are you willing to spend for better customer service? Inbound call center costs are calculated depending on these three call center pricing: Shared Inbound: This type is where agents often take calls on behalf of different clients.

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. Nowadays, though, a good customer service experience can be the deciding factor between two competing brands.

Chatbots 146

Chatbots Customer Service e-support Customers 146

TechSee

MARCH 24, 2021

What is visual engagement? Visual engagement is way beyond just a tool to help you ‘see what your customer sees’ – it’s a centerpiece of the digital transformation. This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells.

Self Service 109

Self Service ROI Touchpoint Engagement 109