COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. This level of personalization ensures that customers feel understood and valued.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. Let’s take my recent adventure buying a Jeep.

Big data 284

Big data Journey mapping Consulting Consulting 284

Help Scout

FEBRUARY 18, 2019

Specifically, customer service agents need analytical reading skills. What is analytical reading? Analytical reading is a high-level cognitive skill. This is the crux of analytical reading versus what could be called surface reading. Here’s an example of analytical reading in action. Karen Blume.

Analytics 40

Analytics Coaching Engineering Contact Center 40

Enghouse Interactive

APRIL 30, 2021

The last twelve months have been difficult for everyone working in customer service. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? EI underpins many of the broader skills required in the contact centre – as shown by a poll on the webinar.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Vonage

MARCH 26, 2018

Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). 63% of people said they are more likely to buy from a brand or customer service agent they had a positive emotional connection towards. Practical ways forward.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

JivoChat

JULY 21, 2021

What’s the Difference Between Customer Service and Customer Relations? Customer service and customer relations both involve making connections with consumers. In fact, customer service can even be a type of customer relation. What Are Some Examples of Customer Relations?

Chatbots 52

Chatbots B2C CRM Customer retention 52

Vonage

MARCH 27, 2018

And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies? So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. Here’s a summary of what we learned. .

Banking 91

Banking Coaching Government Analytics 91