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Why voice self-service is a crucial component of any successful CX and EX strategy

3CLogic

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

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11 Tips on Delivering Great Customer Service in Education

Help Scout

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

Education 113
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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

CCNG

Alcon CS feels that associate engagement should be a higher priority than customer engagement and celebrate holidays and Customer Service Week. Alcon offers a voluntary program called Grad School for continuing education of their associates.

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How to Analyze Survey Results: A Guide to Mastering Customer Feedback Analysis

Lumoa

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83
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5 popular ways to use 5-star surveys [Video]

delighted

You’re likely familiar with 5-star surveys. Whether you’ve seen them on an email survey or at the bottom of a help center article, 5-star surveys are universally recognized. They keep feedback collection as simple as possible by asking customers to rate your product or service on a scale of 1 to 5 stars.

Surveys 52
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Guest Post: Customer Experience: Expectation vs. Reality

ShepHyken

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

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Top 5 Use Cases for Universities Using Chatbots

Comm100

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. For an example of this 24/7 support in higher education, we can look to Thompson Rivers University (TRU).