Vcaretec

JUNE 6, 2022

Let’s meet our Customer Care experts: vcare-expert-shep-hyken Shep Hyken : Customer service speaker and bestselling author, Shep’s focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Customer Interactions

MARCH 30, 2016

“Social Customer Care, Isn’t it Time?” Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. If the content featured in this week’s CMO Perspectives blog is anything to go by. Apparently so!

Marketing 42

Marketing B2B Consulting Consulting 42

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Who wrote it: Call Center Week.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Provide Support

SEPTEMBER 27, 2016

Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). Published in Provide Support Blog , 2016. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Sales 89

Sales Customer Care Customer Service Customer Experience 89

Vonage

AUGUST 15, 2016

Modern contact centers must leverage the full spectrum of channels customers are using to connect. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care. As featured on the Salesforce Blog. Simon Says volunteer!

Self service 69

Self service Contact Center Surveys Sales 69

Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.

Banking 40

Banking Sales Marketing B2B 40

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Contact Center 82

Contact Center Call Center Customer Care Surveys 82

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. Class dismissed.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Vonage

SEPTEMBER 20, 2016

When teams have a 360-degree view of a customer, they in turn have the ability to provide better attention to their customers’ needs.” Customers calling in with the same problems lose confidence in you, which in the end will cost your business.”. Want a better way to get closer to your customers?

Self service 122

Self service Accountability Sales Customer retention 122

NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. In late 2016, the CEOs of NICE and inContact discussed how the two are building a combined next-generation portfolio in the AWS public cloud.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Provide Support

AUGUST 30, 2016

Published in Provide Support Blog , 2016. The same survey found that the average time it takes brands to respond to a social media message is 10 hours, though most people consider under 4 hours reasonable.(.). Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Surveys 46

Surveys Customer Support Marketing Customer Service 46

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business.

Big data 40

Big data CRM Analytics Enterprise 40

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome. If you’re a part of a sales and support team, it’s likely that you’ve experienced the pain and time wasted when it comes to managing prospect or customer calls. .

CRM 62

CRM Wait times Consulting Consulting 62

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. And make sure you have data to show your results!

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

OctopusTech

JANUARY 19, 2018

This has worked well till now but with the changing times, it’s getting hard for customer care representatives to meet up with the ever-growing expectations of customers. Customers don’t want to provide their personal details every time they talk to a service rep esp. The reasons being: I.

Call Center 70

Call Center Abandon rate Chatbots Technology 70

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. LinkedIn: Adrian Swinscoe – Aspirant punk – Punk CX.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Natalie Petouhof

DECEMBER 1, 2015

MY POV: What this is telling us is — well the same thing I’ve been writing about for years — customers care about the experiences they have and those experiences lead to enough irritation so they “vote with their feet” meaning they leave and go to a competitor.

Surveys 40

Surveys Analytics Customer Care Customer Experience 40

airespring

APRIL 16, 2018

Through your channel partner, AireSpring offers access to a wide range of carriers, a broad line of products and services, expert technical advice, pre-sale customized engineering and design and superior competitive pricing options. We work to suit our partners’ and customers’ needs. What Do You See in the Rear-View Mirror?

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

airespring

APRIL 16, 2018

Through your channel partner, AireSpring offers access to a wide range of carriers, a broad line of products and services, expert technical advice, pre-sale customized engineering and design and superior competitive pricing options. We work to suit our partners’ and customers’ needs. What Do You See in the Rear-View Mirror?

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

GetFeedback

FEBRUARY 15, 2019

When businesses adopt a proactive approach to customer care, customers reward them with their loyalty. Editor’s Note: This post was originally published in March 2016. The post How to Use Net Promoter Score (NPS) to Drive Growth appeared first on GetFeedback Blog. It’s been updated for accuracy and freshness.

Surveys 60

Surveys CRM Feedback Sales 60

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

These businesses strive to identify what their customers want, and do their utmost to fulfill their needs, wants and requirements with the products and services that they offer. These businesses also excel in customer-care and after-sales service. Chatbots are gaining popularity due to recent trends in mobile messaging.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. billion U.S.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Jon Arnold

OCTOBER 3, 2017

These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. There’s more disruption coming, and I’ll speak to that in due course, either here on my blog, or via one of the media channels I partner with.

Marketing 40

Marketing Contact Center APIs Enterprise 40

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Why Is It Important to Balance Cost, Quality and Customer Service?

Gamification 45

Gamification Management Analytics Metrics 45

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

REVE Chat Blog

DECEMBER 5, 2019

The chatbot has 13 languages and it was built in order to improve and simplify customer service. . The bot handles 16,000 customer interactions weekly, as covered on the MarTech Today blog. Bots ensure enhanced customers’ engagement with the brand even more than an app. million in 2016 to $36.8 billion by 2025.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

aircall

NOVEMBER 17, 2016

In 2016, 60% of consumers reported having higher expectations in terms of customer service than they did the previous year. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. The future of customer support may lie in AI.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Comm100

AUGUST 11, 2016

As our 2016 Live Chat Benchmark shows, good service isn’t always the fastest. Sometimes taking your time can make a huge difference in terms of quality—it gives you time to identify true customer needs and pain points. .” What customer care skills have best served you as an operator?

Customer Service 44

Customer Service Scripts Sales Benchmark 44