Quiq

OCTOBER 7, 2021

To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how different retail teams should use Google’s Business Messages. Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Serenova

JULY 5, 2019

Join our Wednesday, July 10, webinar for guidance and perspective from our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, on how you can move toward a more customer-centric contact center that delivers greater customer satisfaction and competitive differentiation. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. Top Takeaways: AI doesn’t get rid of customer service jobs. With the help of AI, customer service representatives will be able to devote their time to helping customers better, adding value to the relationship.

Education 185

Education Self service CRM Best practices 185

Playvox

FEBRUARY 27, 2024

Or building self-service tools based on AI-driven insights to answer customers’ questions without involving an agent? Get started today by diving into our on-demand webinar: How to Infuse AI into QM: What You Need to Know. Workforce Engagement Trends You’ve read the articles and seen the headlines.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.

Virtual Agent 52

Virtual Agent Chatbots Telecommunications Self service 52

NICE inContact

AUGUST 16, 2019

It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Innovative AI-Powered Self-Service.

Contact Center 116

Contact Center Enterprise Self service contact center solutions 116

Creative Virtual

JUNE 7, 2022

Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Because of this, the functionality of their virtual agent tools is limited.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

NICE inContact

AUGUST 16, 2019

It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. You can access all three webinars in the series here.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Enghouse Interactive

JUNE 11, 2021

ContactBabel’s new Inner Circle Guide to Customer Engagement & Personalisation 2021 aims to help. Sponsored by Enghouse Interactive, it provides insight and strategies to improve engagement through technology, training and processes, based on industry best practice. What is the moment of truth?

Airlines 91

Airlines Scripts Banking Self service 91

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

SmartAction

JUNE 9, 2023

Most organizations use them to improve customer experience and reduce human resource costs. Contact Center Automation : In contact centers, conversational AI can be utilized through a variety of channels to automate routine interactions and assist customer service representatives, with the most robust being voice or IVR systems.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

NICE inContact

OCTOBER 7, 2019

He details the five key transformations that will dramatically impact the customer experience space, including: Digital Artificial intelligence/self-service Analytics Workforce Cloud. Paul closes with practical advice on how to respond to these paradigm shifts and to turn these changes to a competitive advantage.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Verint

APRIL 3, 2018

Customer Interview Series. April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. Defining the Human Age: A Reflection on Customer Service in 2030. April 12 Webinar with Professor James Woodhuysen. April 24 Webinar with Forrester, Dell and Novo Nordisk. April 26 Webinar with CRMXchange.

Self service 34

Self service Analytics Banking Surveys 34

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This will improve the self-service experience for customers. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. May 10; Online Webinar. May 29; Online Webinar.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Noble Systems

MAY 11, 2021

The use of speech recognition technology with conversation analytics also allows quick identification of process gaps that can undermine a company’s customer experience. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. Self-service 24/7. Capture Sentiment.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Kayako

SEPTEMBER 15, 2016

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking. Customer support professionals are 6.8% Maybe you’re trying to transition to a different department?

Customer Support 68

Customer Support Feedback Best practices Engineering 68

8x8

MARCH 23, 2017

Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? Simple, self-service operations.

Contact Center 48

Contact Center CRM Analytics Self service 48

Creative Virtual

DECEMBER 13, 2018

This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector. Liam Ryan was featured in CRMXchange’s Executive Interview series, sharing his thoughts on self-service technology and recent industry developments (read his full interview here ).

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

DECEMBER 10, 2020

The localised support, international insights and best practice expertise of our team are combined with our virtual agent/ chatbot technology (V-Person) and orchestration platform ( V-Portal ) for the conversational AI industry’s smartest solution yet. Customer Experience: It’s all about long-term relationships – By Chris Ezekiel.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

Kayako

AUGUST 22, 2019

Email & Webinars. Customer Success & Support . Training webinars. Taking the time to understand the importance of this stage in the customer journey will help you define the activities you need to carry out to ensure visibility. SEO/Organic (Webpages, Blogs). Social updates. Review sites. Comparison Pages.

Engineering 56

Engineering Best practices Marketing Accountability 56

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Assets you can download: webinar recording and presentation. but do greatly simplify systems management.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

ChurnZero

OCTOBER 12, 2018

Make the Process Clear – Make the renewal process easy on your customer by making it known exactly what they need to do (if anything at all) to renew. They might renew automatically, via self-service, or by manually signing a new contract. Upcoming Webinar . Wednesday, October 24. 2:00 – 3:00 PM ET.

Management 45

Management B2B Sales Education 45

NobelBiz

NOVEMBER 6, 2023

Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

bold360 Blog

OCTOBER 18, 2019

It is not acceptable to ask a customer to go through multiple screens, clicks , or agents to accomplish a simple task like finding a shipping policy or order status. Complex tasks may still require a customer service agent, but the repetitive and low – value questions should be solved quickly and easily with self-service. .

Customer Experience 40

Customer Experience Chatbots Self service Personalization 40

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. Top Takeaways: AI doesn’t get rid of customer service jobs. With the help of AI, customer service representatives will be able to devote their time to helping customers better, adding value to the relationship.

Education 30

Education Self service CRM Best practices 30

Branch Mesenger

SEPTEMBER 4, 2018

Known as the first self-service supermarket in the Midwest, Big Bear changed the way Ohioans shopped for food. Before the advent of the supermarket, tiny corner stores would serve your best interests and needs by fulfilling orders at counters. It is now the best practice in retail. Heard From Around The Web ??. ??

Journey mapping 48

Journey mapping Sales Employee engagement Education 48