Aspect

OCTOBER 25, 2017

Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation. Omni-Channel Engagement. Omni-channel engagement provides consistent and seamless cross-channel experiences.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Product-centric business models are dying.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Peter Lavers

JULY 14, 2017

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. Surely the “customer experience” is all about the physical experience that the lucky few enjoy in a little piece of London SW19 once a year?

Customer Experience 164

Customer Experience Management B2B Analytics 164

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.

Marketing 113

Marketing Personalization Technology Consulting 113

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement. Let’s delve into some key aspects: Obtaining Consent: Valid consent from customers is fundamental.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

VocalCom

JUNE 29, 2020

Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels. Contact centers: the epicenter of the customer experience (CX). The urgent need for seamless experience.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

Spearline

NOVEMBER 30, 2021

trillion in consumer spending, due to poor customer experiences. The same Qualtrics study found that more than half (53%) of consumers cut spending after a single bad experience with a company, and 60% of consumers say they would buy more from a company if it treated them better. Businesses globally stand to lose $4.7

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

GetFeedback

JULY 23, 2018

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. What is a customer journey map? What’s key?

Journey mapping 87

Journey mapping Call Center Sales Advertising 87

REVE Chat Blog

JUNE 10, 2020

Customer expectations are changing and businesses need to adapt through digital transformation to understand the customers and their journey. Customer experience is now becoming the key differentiating factor of customers’ decision making process. What is omnichannel customer experience (CX)?

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Aspect

JUNE 20, 2018

The evolution of customer self-service. The modern consumer is now comfortable interacting with a company using multiple digital devices and a mix of online channels – whether buying clothes online, interacting via social channels, reporting issues using an incident ticket system (ITS) or communicating through live webchat and chatbots.

Self service 59

Self service Technology Interactive Voice Response Customer Experience 59

Outsource Consultants

JANUARY 17, 2018

In a recent article , Murph Krajewski points out that omni-channel customer service can greatly improve the customer experience/journey. However, there are some contact centers that don’t provide omni-channel services to a high-quality level and may actually be hurting the customer experience.

Contact Center 52

Contact Center outsourcing Consulting Consulting 52

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Definitely not a good customer, agent or business experience.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

NobelBiz

JANUARY 30, 2024

It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service. Inevitably, call center blockage significantly impacts customer experience.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

bold360 Blog

APRIL 30, 2020

COVID-19 has placed unprecedented strain on customers and the companies that seek to support them. Service demand and delivery have shifted to digital channels. That trend was happening pre-COVID-19, but the global pandemic has accelerated digital-first engagement to something we’re all calling “the new normal.”.

Self service 66

Self service Chatbots Technology Management 66

REVE Chat Blog

NOVEMBER 6, 2019

Digital transformation and artificial intelligence (AI) have evolved customer expectations. Forrester reports says, 23% of B2B CMOs see improving the customer experience as a top three objectives. How customers perceive your brand ultimately comes down to their customer experience.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

NobelBiz

JUNE 5, 2023

Lead Generation in Call Centers But before we start laying down the challenges, we first need to understand lead generation in the context of a call center. The Basics of Lead Generation Lead generation, at its core, is the process of identifying and nurturing potential customers for a business’s products or services.

Call Center 52

Call Center Scripts CRM Contact Center 52

Aspect

NOVEMBER 7, 2018

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. The hype for AI is that it will soon replace humans in all customer interactions. Digital Adoption Doesn’t Guarantee Change.

Big data 101

Big data Analytics Technology Contact Center 101

Babelforce

AUGUST 5, 2021

Once upon a time, setting up customer services meant providing a phone number. These days, inbound contact centers struggle to keep up with the number of viable channels. The biggest challenge is linking up all of those channels. The biggest challenge is linking up all of those channels. Omnichannel customer support.

Multichannel 98

Multichannel Contact Center voip CRM 98

GetFeedback

SEPTEMBER 27, 2018

Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app. It’s not enough to sell products; retailers must sell experiences too.

Customer Experience 68

Customer Experience Technology Chatbots Feedback 68

Cisco - Contact Center

DECEMBER 10, 2019

The proliferation of digital social tools within clients is driving the urgent need to upgrade a traditional voice only call center into a modern Digital Omnichannel Contact Centers and this certainly represents the perfect timing to plan the insertion of Artificial Intelligence. 59% will not return after a bad experience.

Interactive Voice Response 76

Interactive Voice Response Call Center Contact Center Self service 76

Aspect

MARCH 19, 2018

Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever. A large German utility conducted a project with Aspect and a system integrator, that focsed on both of these challenges: customer acquisition and retention.

Interactive Voice Response 76

Interactive Voice Response Telecommunications Chatbots Self service 76

REVE Chat Blog

OCTOBER 16, 2019

Poor customer service communication always creates a negative impact on your business no matter how established it is. Fostering such strategies improves customer communication also helps in customer acquisition and retention. . Businesses that constantly deliver poor customer service eventually go out of business.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

Nicereply

JUNE 19, 2023

eCommerce customer experience is the most crucial thing you can invest in to secure your online store’s long-term success. 74% of consumers are highly likely to buy from businesses based on their experiences, which now need to extend both online and offline. Table of Contents What is an eCommerce customer experience?

Customer Experience 59

Customer Experience Chatbots Entertainment Customer retention 59

Aspect

OCTOBER 3, 2018

I’ve had a few interactions recently with customer service departments. We hear a lot about bad customer service experiences because of the outrage they trigger. Proactive outreach and proactive customer care via voice, email or SMS is fundamental to keeping customers engaged and informed. Modern Self-Service.

APIs 107

APIs Self service SaaS Enterprise 107

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

REVE Chat Blog

OCTOBER 2, 2019

Customer engagement is a strategic objective that needs to align with your organizational vision. Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. . What is customer engagement strategy? .

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

Aspect

OCTOBER 18, 2018

In today’s highly commoditized age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other, is often customer engagement. Therefore, customer experience is an important influencer of an organisation’s profitability.

Multichannel 48

Multichannel Self service Chatbots Contact Center 48

Aspect

MAY 10, 2018

This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. This category in particular aims to recognise some of the UK’s most successful and disruptive digital transformation projects over the last 12 months.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Real Blue Sky

JANUARY 25, 2022

It has me thinking: has Covid changed customer expectations and experience forever? Are we seeing a shift in what customers need and expect for the foreseeable future right in front of our very eyes? . The data gathered from social listening allows brands to get down to the granular level of what customers need and want.

Entertainment 52

Entertainment Chatbots Sales Customer Experience 52