Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Working Solutions

JANUARY 3, 2019

From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.

Customer Service 40

Customer Service outsourcing Customer Care virtual call center 40

ShepHyken

MARCH 16, 2018

Albert: 365+ Einstein-inspired Brain Boosts, her 62nd book, will be released by HRD Press in 2018. The post Guest Blog: You Serve Customers? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Is your light on? appeared first on Shep Hyken.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

SEPTEMBER 3, 2018

The Hottest Customer Service Around by Dina Dwyer Owens. Dina’s Blog) Fix the Problem. Save the Customer. My Comment: When it comes to customer service, here are some good words: Fix the problem, save the customer. He lives and breathes hospitality and knows his “stuff.”. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Government Construction 98

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.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

Jon Arnold

DECEMBER 29, 2017

Am hoping it will just be BCStrategies at some point in 2018, and I'm getting on the bandwagon now. I stand corrected on my earlier blog post, saying that our podcast about Net Neutrality was the last one for 2017. Feel free to add your take, and I'll be back to blogging early next week. Happy New Year!

Consulting 40

Consulting Consulting Customer Care Contact Center 40

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. Shep Hyken (@Hyken) February 1, 2018. Here, I explain how to approach it.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Global Response

OCTOBER 1, 2018

The theme of Customer Service Week this year – which runs from Oct. It celebrates the point where customer and service professionals meet, says more. The post Customer Service Week 2018: Excellence Happens Here at Global Response appeared first on Global Response. 1 through 5 – is “Excellence Happens Here.”

Customer Service 78

Customer Service Customer Care 78

Aspect

JANUARY 31, 2018

Das LiveCallCenter Design by HCD 2018 befindet sich in Halle 4. The post LiveCallCenter auf der CCW 2018 in Berlin präsentiert die Servicewelt der Zukunft appeared first on Aspect Blogs. Ein Besuch lohnt sich, kommen Sie vorbei! Sie brauchen noch ein Ticket für die CCW?

Self service 56

Self service Chatbots Interactive Voice Response Management 56

Call Center Weekly

JANUARY 24, 2018

We already know that customer experience is now the #1 competitive differentiator , but I believe brands that work across departments to deliver useful digital content will have the greatest opportunity to retain existing customers and attract new ones in 2018. And if Facebook’s not your thing, YouTube works!)

Education 149

Education Contact Center Customer Care Customer Experience 149

ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 56

Customer Service Chatbots Consulting Consulting 56

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Creative Virtual

SEPTEMBER 6, 2018

Members of the Creative Virtual team will also be available at our stand to share live demonstrations and success stories of organizations around the world already using our V-Person virtual agents, chatbots, and live chat to optimize their conversational customer care.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Interactions

FEBRUARY 18, 2021

This blog is written courtesy of Interactions R&D team. We have investigated grapheme-based acoustic modeling as part of an SLU system for classifying spoken utterances in the customer care domain with several languages [ 1 ]. ” in 2018 IEEE Spoken Language Technology Workshop (SLT) , 2018. [2]

Virtual Agent 71

Virtual Agent Technology Customer Care Marketing 71

Skybridge

DECEMBER 8, 2022

She has also become a prominent voice in the contact center and customer care industries. Her rich perspectives on the challenges and opportunities in our industry led to her being selected as a member of the Forbes Finance Council ® in 2018, where she continues to serve today. contact-form-7].

Finance 52

Finance outsourcing Customer Care Accountability 52

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Provide Support

JANUARY 2, 2018

Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. Published in Provide Support Blog , 2018. Read more. © 2003 - 2017 Provide Support LLC. Permalink | No comment.

Customer Care 53

Customer Care Marketing Customer Service 53

HGS

MAY 22, 2018

With proven success deploying this innovation, along with customer care learnings from more mature industries, BPOs can help healthcare clients to pave the way to truly improved customer, member, and patient experience. Wed, 05/23/2018 - 12:14. By: Vishal Patil (not verified) | On: Wed, 06/27/2018 - 13:07 | Permalink.

Healthcare 100

Healthcare B2C Government Analytics 100

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Voice is still the channel ranked first in terms of investment focus for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Aspect

OCTOBER 3, 2018

However, it is mediocre experiences that many companies have set as their standard which result in an indifferent customer base whose business is up for grabs by their competitors. . Proactive outreach and proactive customer care via voice, email or SMS is fundamental to keeping customers engaged and informed.

APIs 107

APIs Self service SaaS Enterprise 107

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Image via Kapiche.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

Aspect

APRIL 22, 2019

According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). The post Understanding and Retaining Today’s Tech-Driven Millennial Workforce appeared first on Aspect Blogs. Boosted by immigration, the population of Millennials is expected to reach 76.2

Contact Center 80

Contact Center Education Customer Care Service level 80

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 59

Interactive Voice Response Surveys Customer Experience Self service 59

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. appeared first on Aspect Blogs.

Chatbots 59

Chatbots Finance APIs Self service 59

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Surveys Customer Experience Self service 48

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Voice is still the channel ranked first in terms of investment focus for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Call Experts

JANUARY 23, 2019

Scott Witte is the Director of Customer Care at Call Experts based in Charleston, South Carolina. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists.

Management 53

Management outsourcing Call Center Answering services 53

Call Experts

MARCH 1, 2019

A: Director of Customer Care. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. Customer Service benchmarks show the importance of a great procedure!

outsourcing 40

outsourcing Call Center Answering services Benchmark 40

Aspect

DECEMBER 4, 2018

If you don’t stop and pay attention to what they want, and what they don’t want, you could miss out – miss out on new customer acquisition, miss out on current customer retention, miss out on future business. The 2018 Aspect Consumer Experience Index survey is a look around at the new rules customers have for brand interaction.

Customer Service 48

Customer Service Customer retention Surveys Customer Experience 48

NICE inContact

JUNE 27, 2018

Traditionally conservative sectors such as healthcare or government have come to understand that they too must compete with the digital customer experience offered by these firms in their own patient and citizen customer care. The post Hitting a Customer Experience (CX) Grand Slam appeared first on NICE inContact Blog.

Customer Experience 48

Customer Experience Government Healthcare Contact Center 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. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Provide Support

APRIL 21, 2018

After all, to resolve any technical problem a CSR needs strong communication skills to effectively gather information, analyze it and find a solution which will help the customer. A customer service rep needs to listen to the customer carefully, pay attention to every detail in order to understand the problem or the question correctly.

Customer Service 45

Customer Service Customer Support Customer Care Surveys 45