ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 219

Customer Service Customer centricity Self service Metrics 219

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? You’ll get 11 opinions.”

Customer Experience 195

Customer Experience Self service Feedback Management 195

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Creative Virtual

OCTOBER 8, 2021

Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Published on: March 05, 2021. Read the full article here.

Analytics 104

Analytics Marketing Customer Service Management 104

Beyond Philosophy

AUGUST 9, 2017

Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Also, per CBS News , one in five Starbuck transactions is cashless, too, with customers opting instead for the coffee chain’s mobile wallet. But is it right for Customer Experience? A Canadian food chain Iq Food Co.

Banking 0

Banking Coaching Surveys Employee engagement 0

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

VirtualPBX

JUNE 15, 2023

With the introduction of Text Forward and VirtualText Pro, VirtualPBX aims to empower businesses of all sizes with enhanced communication tools to engage their audience and drive customer satisfaction. This powerful tool enhances marketing strategies and drives customer engagement.

Marketing 98

Marketing Management Customer Experience 98

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. COVID-19 Is Here.

Contact Center 221

Contact Center CCNG Best practices Government 221

Cisco - Contact Center

SEPTEMBER 3, 2020

Bridging Two Worlds for Greater Customer Experiences. What’s the first thing that comes to mind when you hear the words “customer experience”? What about when you hear “customer service”? Forrester defines customer experience as how customers perceive their interactions with your company (1). Delightful?

Contact Center 85

Contact Center contact center solutions Analytics Surveys 85

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

ProProfs Blog

AUGUST 14, 2020

Imagine being in your customers’ shoes. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. 67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. Tweet this.

Analytics 174

Analytics B2B Education Feedback 174

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Transporter By Any Other Name. All New Webex Contact Center.

Contact Center 113

Contact Center Transportation Customer Experience Wireless 113

Cincom

SEPTEMBER 20, 2023

This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. Aite-Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM).

Surveys 52

Surveys Marketing Management Technology 52

Cincom

SEPTEMBER 20, 2023

This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. Aite Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM).

Surveys 52

Surveys Marketing Management Technology 52

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. An Interview with Dawn Varghese.

Customer Service 78

Customer Service Banking Engineering Self service 78

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Feedback 108

Feedback SaaS Surveys Accountability 108

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Cisco - Contact Center

MAY 13, 2020

Co-Authored by Matthew Saskin, Vice President of Customer Experience for Selligent. Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. Bridging Organizational Siloes to Improve Customer Loyalty.

Customer Experience 87

Customer Experience Contact Center contact center solutions Analytics 87

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? If customer experience is an afterthought in design and implementation, customer loyalty and revenue suffer.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Aspect

MARCH 16, 2021

focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?

Consulting 118

Consulting Consulting Contact Center Marketing 118

Uniphore

JANUARY 26, 2022

Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. And with more financial institutions offering remote service options, competition is fierce. You can unsubscribe anytime.

Banking 52

Banking Finance Surveys Marketing 52

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Uniphore

NOVEMBER 11, 2021

As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.

Customer centricity 52

Customer centricity Enterprise Marketing Technology 52

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full.

Sales 52

Sales Accountability Advertising Marketing 52

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. These AI-powered systems engage customers in natural language conversations, providing accurate and autonomous responses. They sound like real people, delivering exceptional service.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Enterprise CRM 109

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience APIs Consulting 77

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Best practices 81

Best practices Consulting Consulting Metrics 81

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Travel insurance had seen a spike in inbound calls, as customers sought guidance and reassurance on their level of cover. Reports from the front lines. Waiting times.

Wait times 98

Wait times Chatbots Enterprise Technology 98

Netomi

MARCH 14, 2022

In honor of International Women’s Day, we at Netomi are celebrating CX ‘Sheroes’ who are leading from the front in the world of customer support and CX. From our Women of Influence list to our CX Sheroes webinar, we are shining a spotlight on inspiring female leaders who are doing their part to #BreakTheBias. Bridging the gap.

Customer Service 59

Customer Service Education Analytics Coaching 59