Interactions

MARCH 11, 2021

In 2005, I started working as an independent consultant, doing both conversational design and evaluations, including usability testing and user research. What I found was that many companies did not seek feedback from the people who use the technology and, in turn, struggled to actually meet their needs and expectations.

Automotive 62

Automotive Consulting Consulting Interactive Voice Response 62

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ They don’t do anything else except maybe monitor a few calls and give some feedback. Feedback loops are imperative to success.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

AUGUST 23, 2018

The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense. 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.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

inmoment

MARCH 9, 2020

From ‘Full-service, Analog’ to ‘Self-service, Digital’ Experiences. To distinguish themselves in this environment, the best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. What is her willingness to recommend Delta on a 1 to 10 scale?”

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52

Xaqt

JUNE 22, 2020

Yet after decades of development, the entire industry still remains in disarray. For the contact center, this typically includes your ACD, Self-Service Applications, Workforce Management or Workforce Optimization Suite, Speech Analytics, QA, HRIS, etc.

Call Center 52

Call Center Contact Center Analytics Engineering 52

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms. Customer Success: Present.

SaaS 10

SaaS Customer centricity CRM Analytics 10