CSM Magazine

SEPTEMBER 1, 2022

In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success. The incredible line-up of senior executive speakers includes: Vice President Customer Care, Showtime Networks.

Technology 52

Technology Customer Service Employee engagement Contact Center 52

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

NICE inContact

SEPTEMBER 5, 2019

In our upcoming webinar we’ll share key findings to help answer those burning questions: Why adopt AI now? Reap the biggest rewards from AI across your inbound or outbound call center – register for this webinar. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. 2020 was the year of webinars and online events, what was your favorite one? “Yes, but what do you do? Aren’t you just tweaking on faceplant?”

Government 52

Government Customer Care Transportation Benchmark 52

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Predictive customer care – If a customer phones your service desk, you’re already too late. The pandemic has shifted your teams’ expectations of the ideal work environment.

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

CSM Magazine

NOVEMBER 17, 2020

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. Sarah Feldman, Head of Customer Care , Visible. Listen in live or pre-order the recordings direct to your inbox! Matt Stein, VP of Products , Metromile.

Customer Care 52

Customer Care Customer Service Marketing Personalization 52

SharpenCX

MAY 7, 2019

Last Thursday, Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics and Ray Gallagher, VP of Customer Care at HotSchedules dove in on why contact centers are moving to the cloud and what it takes to get there. From cloud-native.

Contact Center 81

Contact Center Contact center software Analytics Customer Care 81

Jon Arnold

APRIL 18, 2019

It’s time for another Ziff Davis/Toolbox.com webinar, and this one largely builds off of AI-related takeaways from the recent Enterprise Connect event. Am seeing some common themes with AI, and there sure are some interesting developments that I’m going to distill for this webinar.

Enterprise 50

Enterprise Customer Care 50

CSM Magazine

APRIL 16, 2020

The impact of COVID-19 has been felt across the customer service industry and led to unprecedented operational shifts. In this webinar, we look at what it takes to manage a customer service team, brand, and business through these uncertain times and the unexpected tweaks you should be making.

Customer Service 52

Customer Service outsourcing Best practices Customer Care 52

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If Fiona Blakesley, Director Customer Care, Intuit. Brandon McGovern, Director of Customer Experience, HP. Nate Brown, Head of Customer Experience, UL.

Customer Service 52

Customer Service Chatbots Self service Consulting 52

CSM Magazine

JULY 2, 2020

Is greater emphasis on automation the key to meeting customers’ expectations? Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar (10:00am 8th July BST). Find out how AI can help reduce the workload of staff and speed up your customer query response times.

Chatbots 52

Chatbots Customer Care Technology Personalization 52

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Jump on a customer service call.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Connecting the Dots

APRIL 16, 2021

1] Goodman, Demirasi, Hollmann, “Factors Leading to an Impactful Voice of the Customer Process”, Call Center Pipeline, October 2019. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar on Tues., Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty. Register Now!

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Talkdesk

JULY 26, 2017

Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. With Appconnect, we have created a streamlined solution, and now, with App Dash, weare making it even easier to learn about how to set up and use the customized applications in our Appconnect store.

Contact Center 40

Contact Center Healthcare Analytics Call Center 40

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. Also: a webinar on this topic is scheduled for April 14: Managing Contact Centers Through the Pandemic.

Contact Center 221

Contact Center CCNG Best practices Government 221

COPC

APRIL 1, 2024

Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc. The first is to enhance the customer experience, a goal most businesses share (88%). How can AI elevate your customer care operations to new heights of efficiency?

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Tethr

JUNE 30, 2020

Customer care teams have been using quality assurance (QA) scorecards to measure agent performance for decades. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc. But are they actually measuring true quality?

Customer effort 66

Customer effort Scripts Coaching Metrics 66

Tethr

SEPTEMBER 9, 2020

One pillar of providing an effortless customer experience is to reduce channel switching which occurs when a customer is forced to bounce between multiple channels (chat, email, help articles, phone calls, etc.) Save your seat for the webinar today! The post The price you pay for channel switching appeared first on Tethr.

Self service 62

Self service Customer effort Contact Center Customer Care 62

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Interactions

JANUARY 26, 2023

A Yext survey revealed an even higher percentage of phone preference — 50% of respondents said they call customer support for financial or healthcare service issues. Interactions Trustera masks PCI and PII in real-time, so agents never hear it, ensuring compliance, mitigating risk, and protecting your customers, agents, and contact center.

Customer Service 62

Customer Service Healthcare Contact Center Surveys 62

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 332

Technology Consulting Consulting Customer emotions 332

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. RELATED WEBINAR: The Impact of AI on Customer Experience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

JANUARY 31, 2018

There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Netomi

FEBRUARY 22, 2022

In Netomi’s latest “Support Superheroes” webinar, Netomi’s Can Ozdoruk sat down for a virtual chat with Alexandra da Silva Rodrigues, Radisson Hotel Group’s Strategical Advisor for Global Contact Centers. Missed the live webinar? Here, we review some of the highlights and top takeaways from the illuminating discussion.

Customer Service 52

Customer Service Contact Center Call Center Sales 52

Quiq

OCTOBER 7, 2021

To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how different retail teams should use Google’s Business Messages. Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel.

Marketing 52

Marketing Customer Service Consulting Consulting 52

Aspect

MARCH 30, 2020

I could not be more proud of the Aspect Customer Care team. We have had eight clients take us up on the offer, and we were able to have an immediate impact on their current solutions – making them more resilient by customizing the features that they already own.

Government 153

Government Contact Center Education Consulting 153

COPC

JULY 25, 2022

See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Even with phone and email decreasing in popularity, the preference for self-service may not be growing as quickly as the customer care industry would hope.

Self service 81

Self service Benchmark Chatbots Contact Center 81

Pipkins

SEPTEMBER 11, 2020

David Borden has joined our customer care department. At Pipkins, we are committed providing customized solutions tailor made for our clientele. UPCOMING WEBINARS. Our biggest bit of news is that we are unveiling a series of webinars which will review the manifold sides of workforce management.

contact center solutions 69

contact center solutions Call Center Customer Care outsourcing 69

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Fonolo

JANUARY 11, 2018

But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing. We are in an age where customer service has the potential to go viral, which means there is a lot more at stake for brands. Don’t tell us you haven’t been warned!

Customer Service 87

Customer Service Chatbots Customer Care APIs 87

COPC

OCTOBER 26, 2023

Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. Conclusion The evolution of AI assistants is an exciting chapter in the realm of customer experience.

Technology 77

Technology Customer Experience APIs Consulting 77

Connecting the Dots

AUGUST 28, 2018

John will also be offering a free on hour webinar entitled Authentic Empowerment on September 13, 2018 at 11:00 AM, through Customer Service Institute of America. The post Most Companies Impede A Can-Do, Empowered Front Line appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

JustCall

MARCH 9, 2023

Proactive customer service and reactive customer care are two widely-used approaches to customer service. Organizations use these to manage customer interactions and relationships. And while proactive customer care can improve customer satisfaction, it can be time-consuming and difficult to implement.

Customer Service 40

Customer Service Customer Care Education Feedback 40

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. In this webinar , we share more about how Playvox’s contact center quality management software benefitted the Sweaty Betty team during the earliest days of the pandemic. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Quality management 78

Quality management Management Coaching Contact Center 78

Fonolo

APRIL 18, 2019

Invest in cost-saving technology that will reduce overheads and improve the quality of your customer care. Learn how by registering to watch this live one-hour webinar. Improving scripts and workflows to shorten calls will only get your organization so far. The answer? A sneak peak at a selection of the slides!

Contact Center 59

Contact Center Customer Service Call Center Scripts 59