ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D.

Customer Experience 128

Customer Experience Benchmark Best practices Big data 128

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 70

Customer Service Gamification Consulting Consulting 70

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. The Truck Roll Challenge. Every time technician is dispatched, the company incurs a significant expense.

Technology 153

Technology Analytics Enterprise Technical Support 153

Natalie Petouhof

JUNE 4, 2015

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. Key Principle#3: Cloud for Analytics. Who should lead this?

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

Natalie Petouhof

FEBRUARY 23, 2016

Capgemini Turns Up the Heat: Based in New York City and London, Fahrenheit 212 will contribute its specialized capabilities for innovation strategy and consumer-centric design to the broader offerings of Capgemini Consulting. The move opens growth opportunities for both companies through their combined capabilities.

Consulting 40

Consulting Consulting Enterprise Management 40

Beyond Philosophy

JULY 5, 2016

Human-engineered experiences also require that measurement techniques be sensitive to the components that drive, or detract from, what customers get from their vendor relationships. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

COPC

APRIL 20, 2020

What has made Sunshine Financial Service’s pursuit unique is that many of the key components of the certification process have been conducted virtually, capitalizing on COPC Inc.’s s recent move to virtualize a wide range of services including consulting, training and COPC certification. But in this case, the team at COPC Inc.

Calibration 53

Calibration Business Process Outsourcing Telecommunications outsourcing 53

CSM Magazine

MARCH 19, 2021

“Partnering with IRI makes tremendous sense as we share a common belief in the strategic application of big data, particularly zero-party data, to drive new opportunities for our clients and new value for their most important consumers. ” About the IRI Partner Ecosystem.

Big data 52

Big data B2B Analytics Customer centricity 52

DMG Consulting

DECEMBER 10, 2018

This has been the case for the past 40 years, but now the vendors are adding analytics, big data, artificial intelligence (AI) and robotic process automation (RPA) to help companies work smarter instead of harder. This means higher sales rates, larger collections and much improved customer service.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

DMG Consulting

DECEMBER 10, 2019

Big-Data Solutions – This is a very over-used and old trend, but one that cannot go away, as data repositories are an essential component of all AI and machine learning (ML) initiatives. The cloud has changed the cost equation and the way companies look at software initiatives and implementations.

Big data 48

Big data Contact Center Enterprise Consulting 48

Callminer

SEPTEMBER 14, 2020

Carol Tompkins is the Business Development Consultant at AccountsPortal. Optimize the operations within the call center in order to improve the customer service experience. A business analyst can provide the following benefits for a call center: Improve customer service by determining what customers like or dislike.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

NOVEMBER 17, 2020

“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Bill Quiseng CX Expert, Speaker & Consultant. That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Method:CRM

FEBRUARY 27, 2019

Large accounting firms have part-time CFO services ready for hire, but smaller groups, including specialized CFO consultancies and independent contractors, are also getting in on the part-time CFO game. Includes a free demo and 1 free hour of customization services. It’s a win-win for both parties. Ready to get started?

Accountability 61

Accountability Consulting Consulting CRM 61

DMG Consulting

MARCH 1, 2019

Consider recent newsworthy developments in blockchain technology, autonomous cars, artificial intelligence, machine learning, natural language understanding, gene therapy, custom targeted drugs, robotics for medical devices and business, low-cost communications, video everywhere, and even the now-ubiquitous smartphone.

Biotechnology 59

Biotechnology Government Big data Technology 59

CSM Magazine

JUNE 9, 2022

“Customer expectations for a truly standout digital experience have grown considerably during the past few years and Canadian banks and credit card issuers are not keeping pace,” said Jennifer White, senior consultant for banking and payment intelligence at J.D. Power evaluated have lost ground year over year.

Banking 52

Banking Big data Consulting Consulting 52

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Taylor Reach Group

MARCH 26, 2018

This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. You’ll leave with answered to your top questions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

REVE Chat Blog

FEBRUARY 12, 2020

In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail. This end-to-end integration also helps provide engaging customer experience and allows business transformation with Artificial Intelligence (AI).

Banking 76

Banking Customer Experience Chatbots Big data 76

Win the Customer

NOVEMBER 6, 2020

In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. The first step to achieving this goal is to understand big data and knowledge management.

Customer Experience 52

Customer Experience Brand ambassadors Feedback Surveys 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Call Experts

JANUARY 23, 2019

Challenges and opportunities associated with omnichannel: One of the most significant issues for businesses is ensuring support for customers navigating the different channels in an omnichannel process. Fortunately, the latest technologies utilize artificial intelligence and big data to address customer concerns and process inefficiency.

Management 53

Management outsourcing Call Center Answering services 53

Natalie Petouhof

JUNE 9, 2015

Frequently brands tried to bring point solutions together, often hiring system integrators and management consulting firms to integration those solutions. Evolve commerce with interaction and behavior pattern analytics by putting big data to work. Thus, brands are left with legacy, point solutions that leave much to be desired.

Management 68

Management CRM Government Big data 68

Natalie Petouhof

FEBRUARY 24, 2016

Big Data & Analytics. The Benefits to Start-ups: Financial Scale, Technical Scale, Market Scale, Social Impact, Incubation and Customer Validation. ANSR Consulting provides strategy and implementation services to help global companies establish Global In-House Centers (GICs) in India. Machine Intelligence.

Government 40

Government Consulting Consulting Analytics 40

JivoChat

JULY 6, 2021

for many different use cases, including customer service, processing transactions, lead qualification, and more. Chatbots are becoming increasingly important to the customer experience. They allow brands to reach customers on their preferred channel and quickly offer support. Personalize customer service.

Chatbots 52

Chatbots Sales Big data Personalization 52

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Only they could afford the collection services and analysts necessary to transform the data into a story and an agenda.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

COPC

SEPTEMBER 5, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Enterprise 40

Enterprise industry standards Big data Technology 40

DMG Consulting

MAY 22, 2017

Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. Thank you for your interest in DMG Consulting’s publications. To continue reading, download the PDF by registering below: DOWNLOAD.

Analytics 48

Analytics Consulting Consulting Surveys 48

CustomerSuccessBox

MARCH 14, 2022

Learn and apply basic statistical tools to solve real-world Customer Success problems Track churn accurately Measure and interpret NPS and CSAT in new ways Construct predictive customer health scores Increase forecasting accuracy Improve business results. Customer Success Manager (CSM) Elite. Format: 1-hour on-demand video.

Journey mapping 52

Journey mapping Accountability Construction Management 52

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. CX managers can then get ahead of new customer expectations to anticipate their needs and increase customer retention. Advancing Customer Service. How AI can be Used in the Contact Center.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

CSM Magazine

JUNE 21, 2018

A report by the American Customer Satisfaction Index proved that the leading companies consistently outperformed the market. Customer service leaders outper­formed the Dow by 93%, the Fortune 500 by 20% and the NASDAQ by 335%. Great service is an inside-out process that begins with employee satisfaction and loyalty.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Kayako

MAY 11, 2017

Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

Natalie Petouhof

FEBRUARY 22, 2016

Tim Mallalieu described how the Azure Customer Advisory Team ( AzureCAT ) takes a hands-on approach to helping companies in their IoT journeys and offered best practice advice. There were also expert consultants, including Geoffrey Moore Consulting, The Boston Consulting Group and The York Group.

Best practices 40

Best practices Consulting Consulting Enterprise 40