VocalCom

JULY 2, 2020

Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

teleopti

SEPTEMBER 18, 2019

Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. However, many organizations view the customer care department as a drain on resources and risk alienating customers during the constant drive to save time and money.

Management 57

Management Customer advocacy Employee engagement Self service 57

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. The Exceptionally Angry Customer.

B2C 64

B2C B2B Advertising Accountability 64

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. White Paper. Download Now.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

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 218

Marketing Customer Service Airlines Self service 218

Comm100

APRIL 6, 2020

To offer omnichannel customer engagement, you need to be omniscient. You need to know everything there is to know about your customer and their issue. When it comes to providing the best, most personalized customer care experience, information is king. Free Download: Customer Engagement 2020 White Paper.

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. The Exceptionally Angry Customer.

B2C 40

B2C B2B Advertising Accountability 40

Fonolo

JANUARY 14, 2020

It’s a global online community of business leaders with a customer-centric approach. . They host a broad array of writers from across the customer care space, with a focus on improving the customer experience, increasing customer engagement, customer-first leadership and technology. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

RapportBoost

NOVEMBER 15, 2018

The sessions included, among others, highlighting the use of live chat and its benefits to personalizing the experience for each customer. Empower the new live chat person to do more than direct visitors to the content they need so as not to leave money on the table. Don’t assume they’ll “pick it up.” .

Call Center 71

Call Center Telecommunications Technology Chatbots 71

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

Fonolo

JANUARY 22, 2020

This year, we’ve published our full selection of customer service conferences and contact center summits in North America. We’re personally attending the five below, and possibly more, so please let us know if you’re coming, too! Customer Care Director, Hilton; Rena Thompson – Dir. Support Driven Expo , Americas.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. Audiences appreciate personalization. Plus, it advances business interests when you send the right message to the right person at the right time. Every detractor gets a personal follow-up from an employee. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. Are they a vehicle for sharing your personal insights and experiences? The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

ClearAction

OCTOBER 4, 2015

." That shifted our thinking beyond our own self-absorption to thinking about our customers' jobs-to-be-done: productivity maximization, risk minimization, satisfying their customers, etc. We began to talk more about these customer care-abouts as our reason for existence and industry leadership.

Customer Experience 118

Customer Experience Management CRM Best practices 118

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. That’s a lot of potential for customer care.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. Takeaway: Be careful what you hashtag. Forget to Watch out for Trolls, Hackers, and Rogue Employees. Download Now.

Customer Service 62

Customer Service Airlines Accountability Marketing 62

Hero Digital

OCTOBER 5, 2019

That’s because you can ask specific questions and personalize the messaging based on your needs. That doesn’t mean email is a substitute for direct interviews, but individual emails can offer valuable information and open a direct communication line with your customers. Consistent messaging requires careful planning. .

B2B 40

B2B Surveys Marketing Scripts 40

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Customer Service 49

Customer Service Customer Care Morale Marketing 49