Upstream Works

MARCH 17, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. A key change is the need for seamless omnichannel communication with the growing use of digital channels by customers.

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Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

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Contact Center contact center solutions Benchmark Call Center 78

Nicereply

JULY 16, 2019

Listen to what your customers have to say, and make sure you have a clean-cut process to track customer insights that everyone in your company is able to access. Customer support, at first glance, seems pretty straightforward: a customer emails in (or tweets, or Facebooks, or sends a carrier pigeon) and you respond.

Surveys 81

Surveys Customer Experience Metrics Marketing 81

Natalie Petouhof

FEBRUARY 24, 2016

Tweet What’s Happening in the World of Shopping and Customer Experiences? At the National Retail Federation Annual Convention in New York City, Microsoft made announcements with GameStop, Hardee’s, TGI Fridays, Panasonic, HP and FreedomPay, and NCR on efforts to modernize shopping experiences.

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Personalization Entertainment Marketing Sales 40

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. When dealing with customers, call center agents need to respond in real time.

Contact Center 78

Contact Center Multichannel Call Center Chatbots 78

Upstream Works

FEBRUARY 28, 2023

By: Rob McDougall, CEO, Upstream Works Software Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked when it comes to AI-assisted customer service.

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Chatbots Customer Service Contact Center Call Center 78

Upstream Works

JUNE 15, 2022

At a high level, it’s easy to view AI as a silver bullet to help improve customer experience (CX), as well as contact center operations through automation. While automation is clearly a strong benefit for deploying AI applications, customer service is still a personal, human-to-human experience.

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Contact Center Analytics Personalization Customer Service 78

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. DoingCXRight Website – Contact , Podcast , Blog , Mentorship. WORKING FROM HOME. Stacy Sherman.

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Journey mapping Finance Personalization Customer Experience 52