CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: Our first entry into this week’s Top Five wasn’t really an article but a white paper.

Customer Service 175

Customer Service Banking Customer effort Marketing 175

NICE inContact

NOVEMBER 2, 2021

In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful.

Customer Experience 83

Customer Experience Contact Center Technology 83

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be? Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Banking 52

Banking Self service Chatbots Customer Service 52

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

CCNG

JANUARY 17, 2024

Jake’s experience is just one real-life example of what recent market studies by Gallup and others have clearly proven in their statistics: A great employee experience (EX) is THE fundamental foundation to creating a great customer experience (CX).

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Fonolo

JUNE 14, 2018

It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. 2018 is game time.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Jon Arnold

DECEMBER 5, 2017

I've been working recently with Upstream Work s, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value.

Contact Center 0

Contact Center Customer Experience 0

Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business. Learn More.

Contact Center 102

Contact Center Transportation Customer Experience Wireless 102

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken. Hoffman, a graduate of St.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Fonolo

JANUARY 18, 2018

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance.

Customer Experience 28

Customer Experience 28

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Little reminders shared consistently with employees will help keep customer service front of mind.

Customer Service 308

Customer Service Customer Experience Marketing 308

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. You don’t have to go above and beyond to create an exceptional customer experience.

Chatbots 311

Chatbots Contact Center Technology Customer Experience 311

Jon Arnold

FEBRUARY 19, 2021

I recently wrote a white paper for Mitel on the importance of digital CX - customer experience - for contact centers, and the impact of COVID-19 on what constitutes a good CX. The white paper has been well-received, and we recently did a Twitter chat on the topic, which was also well-received.

Contact Center 73

Contact Center Customer Experience 73

Jon Arnold

JULY 12, 2023

As with last time, I’m paired with Lauren Maschio, and we’ll be drawing from a recent white paper I wrote for them around the role AI is playing now to drive customer experience, aka CX. Am back for another NICE Talks webinar, next Thursday, July 20 at 11am ET.

Big data 52

Big data Customer Experience Contact Center 52

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Zappix

DECEMBER 19, 2023

It is no longer a product-driven economy, but an experience-driven one. Businesses must consistently offer premium customer experiences through every customer interaction to generate brand advocacy, customer satisfaction, retention, and revenue. The post Digital Customer Experience appeared first on Zappix.

Customer Experience 52

Customer Experience Interactive Voice Response Enterprise Customer Service 52

Cisco - Contact Center

FEBRUARY 21, 2020

What is your Dream Customer Experience? If you could envision the future of customer experiences (CX), what would that look like? Every business wants to have great relationships with their customers. But not everyone achieves this goal, even if they claim to be a customer-centric business. Learn More.

Customer Experience 77

Customer Experience Customer centricity contact center solutions Contact Center 77

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

Callminer

FEBRUARY 19, 2020

For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience. Technological Shifts.

Call Center 287

Call Center Technology Accountability Customer Support 287

Fonolo

AUGUST 22, 2018

You will see that reflected in your improved customer experience reports, and soaring team results. For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018. White Paper: 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Jon Arnold

NOVEMBER 4, 2022

One of these includes writing Strategic Insight reports - not quite as long as a white paper, but substantive enough to require registration for downloading. My most recent Strategic Insight report for them has been published now, titled The AI Opportunity: Enhance the Agent and Customer Experience with AI Application Integrations.

Contact Center 59

Contact Center Customer Experience 59

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Callminer

MAY 27, 2020

By aggregating data from the various channels that a customer has used to contact the company, contact centers can create more detailed customer profiles. These enhanced customer profiles open the door to a wide variety of improvements in predictive support which often help to better the customer experience (CX).

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

ConvergeOne

AUGUST 9, 2022

Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. In this white paper, you'll learn: How workforce engagement has evolved with emerging technologies. How to improve workforce engagement for an optimal customer experience.

Management 76

Management Contact Center Metrics Wait times 76

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Management 273

Management Customer Experience Customer Service Coaching 273

ConvergeOne

JUNE 21, 2022

AI will enable new trends in customer behavior to be identified at very early stages in their development. Businesses can achieve an optimal customer experience if they are able to understand and personalize the customer’s journey. Download the full white paper below.

Management 66

Management Contact Center Coaching Analytics 66

Vonage

JUNE 23, 2017

Both are part of the customer experience (CX). So, which customer experience would you rather create? But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

Marketing 77

Marketing Customer Experience Advertising Customer Service 77

HGS

OCTOBER 26, 2016

By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [.]. The post Disrupter No. 7: Social Profiling appeared first on Team HGS Blog.

Customer Experience 100

Customer Experience Contact Center Customer Service Management 100