TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Once implemented, closed loop feedback using data-driven analytics should be incorporated into evaluating and refining the self-service strategy. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Customer effort Multichannel 95

aircall

DECEMBER 13, 2018

The fact that only two metrics are consistently tracked by more than 25% of customer support leaders suggests analytics is an area in need of improvement. Improved data analytics.” – Respondent #153. And B2C customer support leaders will also enjoy comparatively big balances.

Surveys 54

Surveys Customer Support B2C CRM 54

NobelBiz

JUNE 5, 2023

Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs. Integrating Multichannel or Omnichannel Strategies in your Call Center In this digital age, outbound calling is just one of many ways to reach potential leads.

Call Center 52

Call Center Scripts CRM Contact Center 52

Global Response

DECEMBER 5, 2022

B2B Customer Service vs. B2C Customer Service There are distinct differences between business-to-business and business-to-consumer customer service. With B2C CS, solving issues may be for one instance or a handful of issues. But multichannel support doesn’t go far enough to ensure care is seamless.

B2B 62

B2B Customer Service B2C Multichannel 62

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

NobelBiz

MAY 9, 2023

Use Case: Because it tends to get better and better as more data is thrown at it, the Predictive Dialer performs best with large outbound campaigns, usually suited for the B2C niche. Not using an Omnichannel (or at least Multichannel) approach: Begin offering your clients and agents the ability to comminute with more than a phone call.

Best practices 98

Best practices Call Center Gamification Contact center software 98