Callminer

MARCH 12, 2020

PCI-DSS stands for “Payment Card Industry Data Security Standards” and although it is not necessarily enforced at a governmental level in many jurisdictions, the PCI Security Standards Council holds companies accountable for failing to abide by established standards. The Six Goals of the PCI-DSS.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service. Self-service is one area in which contact centers shine due to their multi-channel approach.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

Fonolo

APRIL 4, 2018

Apple announced “Business Chat” in June, staking a claim to a vital piece of the ecommerce landscape: the channel for customer service communication. Apple clearly has a vision for how customer service should work. Chat has been the tantalizing future of customer service for a long time. No Bots Please.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Customer Service 101

Customer Service Feedback Marketing Accountability 101

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Customer Service 101

Customer Service Feedback Marketing Accountability 101

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords.

Self service 110

Self service Accountability Airlines Customer Care 110

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Banking 52

Banking Benchmark Surveys Accountability 52

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. If your product does not perform according to your specifications or breaks down too often, the account will find another supplier. Exchange the defective product, have customer service solve the problem, issue accurate invoices.

CRM 71

CRM Enterprise Marketing Accountability 71

Fonolo

DECEMBER 6, 2017

The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Vonage

FEBRUARY 13, 2017

With articulation included, the spoken word accounts for a significant 45% of how people communicate. Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Andrew Mcfarland

SEPTEMBER 23, 2022

It also helps to increase brand awareness and improve customer service. In addition, webinars, white papers, and video content are essential for establishing credibility. Whether you want to win a contract or an account, focus your discussions on what you need to know to succeed. It’s all about meetings.

Sales 48

Sales Advertising Metrics Marketing 48

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. Reduce Agent Stress for Happier Customers. Rather than waiting for customers to contact you, proactively send support at appropriate times.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition. Why CMOs Don’t Last.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

TechSee

MARCH 19, 2018

In customer service, it helps the computer see the problem, as a true virtual technician. In addition, the computer can recognize objects found in a live customer environment; for example, in a variety of backgrounds, positions, angles or lighting. Object recognition in a technical support model.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

DMG Consulting

AUGUST 3, 2020

T hese solutions can help determine the most appropriate methods and channels for interacting with customers and prospects, and IA can be used to identify at-risk customers before they are angry enough to close their accounts. Final Thoughts.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 50

Customer Service Morale Interactive Voice Response Banking 50

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

inmoment

NOVEMBER 6, 2019

Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business. more money customers who have great experiences with a brand are more likely to spend with that brand.

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. White papers. Customer Success Communities. Video chat.

B2B 116

B2B Journey mapping SaaS Engineering 116

Monet Software

JANUARY 30, 2020

But what drew you to overseeing customer contacts rather than working in retail, accounting or any other specialty? Have them think about when a positive customer experience stood out. Fortunately, we’ve delved deeply into this topic in our white paper The Complete Contact Center Guide to Employee Engagement for SMBs.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Optimize the operations within the call center in order to improve the customer service experience. Natalya Bucuy. helpsquadusa.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Mobile vs desktop retention.

B2C 84

B2C B2B Benchmark Best practices 84

CSM Magazine

JUNE 4, 2020

Practices that fail to keep pace with, and become misaligned with customer service strategies – often, when a customer service method changes, the people responsible for delivering it don’t change. While the boardroom may applaud the reinvention, their customers could be fighting to get what they bought.

outsourcing 52

outsourcing Business Process Outsourcing Consulting Consulting 52

Fonolo

AUGUST 8, 2018

GPDR gives consumers the ability to: Hold companies accountable for their data management; Request and gain prompt access to any of their personal data gathered by these companies; Request that their personal data be destroyed or removed; and. To all contact centers, businesses, and your loyal customers: In this time of change, s tay safe.

Contact Center 64

Contact Center Education Accountability Consulting 64

Callminer

MARCH 9, 2020

For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Don’t sacrifice customer service to stay within the allotted payroll dollars.

Best practices 182

Best practices Call Center Analytics Metrics 182

Liveops

APRIL 17, 2018

The call center serviced debit cards issued in connection with delivery of California unemployment benefits, according to an article in the Sacramento Bee. Find out how Liveops can reduce your risk with more experienced customer service agents. Three ways you can limit your risk. 1) Train agents for security compliance.

Contact Center 75

Contact Center Call Center Education Virtual Agent 75

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Dylan is the Head of Growth Marketing at Netomi , a Conversational AI for Customer Service company. Morgan Chase, and WNS Global Services.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Callminer

APRIL 23, 2019

To ensure the quality of customer service. The primary reason this number may not be included is that both the account number and the CV2 are required for would-be criminals to use a stolen card. If your business records customer phone calls, make sure that there is a way to redact credit card information.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Fonolo

JUNE 27, 2018

Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in this 1954 ad for American Airlines). FlyFrontier Worst customer service ever! Please respond to your customers.

Airlines 52

Airlines Abandon rate Entertainment Banking 52

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48