Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Be respectful to the group but honour them as individuals. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Inbenta

NOVEMBER 9, 2021

Here we will showcase some examples: BforBank optimizes its 100% online customer service by improving its self-service capabilities. As a neo-bank integrated into the Crédit Agricole group, the 100% online bank focuses on autonomous, active, and mobile customers and caters to its customers digitally.

Banking 95

Banking Chatbots Customer Care Self service 95

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. This creates laughter and fun amongst the group. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

ShepHyken

FEBRUARY 12, 2024

My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages.

Customer Service 163

Customer Service Self service Personalization Marketing 163

ShepHyken

JANUARY 28, 2024

Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

CSM Magazine

JUNE 27, 2022

This opinion is consistent across all age groups, from younger digital natives to the over 55s. And this jumps to 57 per cent among the 18-24 age group. Online billing. Close to two thirds of bill payers say it’s more convenient to view all their household bills online rather than on paper.

Customer Care 52

Customer Care Self service Surveys Benchmark 52

Taylor Reach Group

JANUARY 21, 2019

While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Media Contact: For more information on The Taylor Reach Group, Inc.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In these discussions, members share and support each other with perspectives about their current approach to customer care.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

Skybridge

DECEMBER 21, 2020

He focused on building repeat customers and word-of-mouth marketing, said Wendy Johansson, global vice president of experience at digital agency Publicis Sapient, part of Publicis Groupe SA . We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Advertising Scripts Sales 52

Aspect

NOVEMBER 30, 2017

For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years. To understand more about how we can help you learn, collaborate and work together with other customers, contact your account manager. Why on earth would you want to share these with anyone else?

Banking 65

Banking Best practices Consulting Consulting 65

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Anticipate needs.

Customer Experience 269

Customer Experience Consulting Consulting Customer Care 269

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. It’s the difference between a one-time transaction and a lifelong memory. Consistency builds trust and confidence. All six of these ideas are valid. There’s something here for everyone and every company.

Customer Service 142

Customer Service Surveys Customer Care Customer Experience 142

Liveops

OCTOBER 11, 2018

For instance, customers who reach a foreign agent, according to a study by CFI Group , are 52 percent more likely to have to speak to more than one representative, 10 percent less likely to resolve an inquiry and 25 percent less likely to do so on the first call. In other words, to deliver a consistent customer experience, a U.S.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?” It’s baked in the culture.

Customer Service 167

Customer Service Chatbots Customer Care Self service 167

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. 10 – 11. RapportBoost.AI

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Zappix

FEBRUARY 27, 2024

Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing an AI-powered digital Engagement Platform to the market.

Big data 52

Big data Self service Analytics Customer Care 52

CCNG

NOVEMBER 16, 2022

Customer centricity and transformational cost reduction can be realized through a passionate focus on the end-to-end experience and breaking through all of the barriers that stand in your way!

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Zappix

JANUARY 3, 2024

Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market.

Sales 52

Sales Management Self service Big data 52

Zappix

JANUARY 2, 2024

Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market.

Marketing 52

Marketing Self service Big data Analytics 52

Zappix

JANUARY 3, 2024

Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market.

Engineering 52

Engineering Sales Self service Big data 52

ShepHyken

NOVEMBER 8, 2022

Plus, Shep and Liza share how to create an environment of belongingness with employees and colleagues who are outliers of the group. Quotes: “A great employee experience delivers a great customer experience.” ” About: Liza Smyth is the senior vice president of customer experience at Formstack. .”

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

Fonolo

FEBRUARY 29, 2024

Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security. Shep Hyken, CS & CX Expert, Keynote Speaker: “We asked more than 1000 consumers: ‘Do you think companies do enough to safeguard customer data?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. I think that’s where the insight and the wins can be.”

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Blueship Call Center

OCTOBER 9, 2023

Recognise the demands of the client This advice comes first since it’s the most crucial while attempting to give good customer service. The demands of the consumer should inform everything your customer care staff performs. Your customer service strategy will be guided by your understanding of these demands.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

The Northridge Group

OCTOBER 20, 2021

Gone are the days when a contact center associate simply resets a password or advises the customer to cycle power. As the nature of customer care roles evolves, it will be essential to engage associates in the redesign of their own jobs. Contact us today to find out how we can guide you into the future of customer service.

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. It is time to put the “person” back into your company’s “personal responses” to your customers’ problems.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. Nurture Agent Care Contact centers have high turnover rates ( 30-45% annually ) that harm customer care and increase costs.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Skybridge

MAY 25, 2021

Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Leverage inbound calls as a critical customer retention channel.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Marketing 217

Marketing Customer Service Airlines Self service 217

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. We’re grateful for the key role she plays on our team.”. “I

Sales 62

Sales Marketing Multichannel Advertising 62