ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. Shep Hyken. Time of day. Day of week.

Personalization 224

Personalization Customer Service Customer centricity Marketing 224

Peter Lavers

MARCH 7, 2017

Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” The post “Omni-channel or Multi-channel?” ” blog published on #ThinkMarketing appeared first on Think CX.

Customer Experience 100

Customer Experience 100

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1. Train customer staff across all channels. Meld the Worlds. Meld the Worlds.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Choices Expected.

Self service 58

Self service Contact Center CRM Customer Support 58

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Omni-channel, instantaneous and interactive.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Aspect

OCTOBER 25, 2017

Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation. Omni-Channel Engagement. Omni-channel engagement provides consistent and seamless cross-channel experiences.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

ProProfs Blog

JUNE 11, 2020

You have created a presence for your business on multiple channels, and have also invested in creating valuable content across all the channels. But your customers are still unsatisfied. You don’t need to go bankrupt to give your customers an excellent experience. All you need is an Omni-channel experience.

Entertainment 114

Entertainment Customer Experience Accountability Customer retention 114

Call Experts

FEBRUARY 18, 2021

“Customer Service” is one of the most commonly used phrases in business. But, do you ever wonder: what is customer service? It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Aspect

AUGUST 28, 2017

But having the time to impart your knowledge and experience onto your agents is another story entirely. Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience. Chatbot market to grow at 37 percent through 2021.

Coaching 191

Coaching Chatbots Contact Center Self service 191

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. Shoppers are now familiar with the omni-channel choice and quite enjoying it. This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process.

Omni-channel support 333

Omni-channel support Marketing Sales Technology 333

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Aspect

JULY 25, 2017

Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. From omni-channel self-service to performance management, Aspect Via connects the data with a simple, visual analysis. If you’re interested in learning more about Aspect Via, visit: [link].

Analytics 121

Analytics Self service Contact Center Personalization 121

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Aspect

NOVEMBER 2, 2018

In light of this, and the growing demands from customers, organisations must evolve to provide information and access across a wide range of channels. Research suggests that improved experience can grow revenue by 5-10 percent – and cost 15-20 percent less – over a span of three years. billion worldwide per year.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. For banks, digital self-service depends on situations where the customer: Is already using a mobile device (which have become pretty pervasive, even ubiquitous among many demographic groups).

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But right now, this is still best done in support of agents, who can make the final decision of what to say to the customer and how. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

B2C 138

B2C B2B Customer centricity Analytics 138

Peter Lavers

JULY 14, 2017

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. Surely the “customer experience” is all about the physical experience that the lucky few enjoy in a little piece of London SW19 once a year?

Customer Experience 164

Customer Experience Management B2B Analytics 164

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? Because that approach is not reflective of the customer’s overall experience. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

InGenius

APRIL 1, 2020

As technologies have evolved and customer expectations have increased, the contact center has become a much different place than it was 20 years ago. From email marketing to social media engagement and chatbots, there are now so many ways a customer can interact with a business. The different types of contact center.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Inbound sales 62

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Peter Lavers

JULY 5, 2017

Peter Lavers blog on “Two Common Mistakes Companies Make” has been published in CXM. The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory.

Customer Experience 100

Customer Experience Management Customer centricity 100

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement. Let’s delve into some key aspects: Obtaining Consent: Valid consent from customers is fundamental.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. It doesn’t feel exclusive.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Peter Lavers

SEPTEMBER 21, 2017

This blog is based on a Webinar we recently hosted for IBM on this subject. We believe that competitive advantage will be won by the companies that deliver distinctive and profitable customer experiences across all their channels of engagement, and that understanding and meeting customer expectations are fundamental to that success.

Marketing 113

Marketing Personalization Technology Consulting 113

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. With most interactions between consumers and business happening online these days, customer experience has taken on a new meaning. American management consulting firm McKinsey, concluded that “A company’s competitive edge lies in seeing the world through the customer’s eyes.”

contact center solutions 111

contact center solutions Contact Center Surveys Enterprise 111