ShepHyken

DECEMBER 18, 2019

For example, ours at Shepard Presentations is “Always Be Amazing.” Publish a report or white paper that will benefit your customers. Have everyone share an example of when they received a great service experience from a fellow employee. For those that don’t have one, now is the time to create one.

Customer Service 309

Customer Service Customer Experience Marketing 309

ShepHyken

NOVEMBER 16, 2016

Websites are a great example to illustrate how marketing has changed. 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. Both are part of the customer experience (CX). It was static, no movement and never changing.

Marketing 335

Marketing Customer Experience Advertising Sales 335

Spearline

APRIL 7, 2021

In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. We will then present an example of how Spearline customers use the data and benchmarks they are provided with to better manage relationships and improve quality.

Telecommunications 69

Telecommunications Morale Benchmark Management 69

ConvergeOne

FEBRUARY 9, 2021

The framework is cloud-agnostic, so you are able to use AWS’s CAF (for example) to move to Azure or GCP. WHITE PAPER] UNDERSTANDING THE CLOUD ADOPTION APPROACH. This white paper serve as a comprehensive outline for organizations that are exploring migrating their on-premises environments to the public cloud.

industry standards 74

industry standards Enterprise Technology Management 74

TechSee

OCTOBER 19, 2021

An example is a homeowner who purchases a portable air-conditioner when their central air stops working and returns it once the system is repaired. For example, Simplisafe is a DIY home security system that offers 24/7 professional monitoring. Also, diagnostics tend to focus on resolving internal issues such as failures with: software.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

ShepHyken

JUNE 24, 2019

10 Examples of Great Customer Service by Nextiva. While the article uses customer service at a restaurant as an example, there’s enough info to make you start thinking about how the concept applies to your business. This is a list of the five basics that will help your customers trust you. Number three may also be.

Customer Service 287

Customer Service Customer Support Customer Experience 287

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. Great Social Media Examples. You needn’t look far to find terrific examples of how to conduct yourself online, either. Buffer is another great example on Twitter.

Customer Service 221

Customer Service B2B B2C Accountability 221

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Call Etiquette.

Call Center 182

Call Center Coaching Morale Analytics 182

Jon Arnold

DECEMBER 13, 2022

I do a lot of writing for all lengths, and here’s a current example of what I call an Insight Report. This would be longer than an article, shorter than a white paper, but substantive enough to be gated content. Longer-form writing takes, well, longer to do, longer to be reviewed, and longer to be published.

Contact Center 45

Contact Center Customer Experience 45

Aspect

MAY 6, 2020

Consider these examples: Forecasts: Many changes for working-from-home may affect the accuracy of contact forecasts, for example, new hours of operation, staffing changes, increased shrinkage, and new digital customer service channels being substituted for voice. Why should performance and productivity be reevaluated?

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

ConvergeOne

OCTOBER 18, 2022

Ransomware can be catastrophic to healthcare (along with many other industries), preventing critical information and systems for patient care from being accessed, for example. These 3 ransomware tips are part of ConvergeOne’s white paper: 23 Cyber Security Tips for 2023 , by Chris Ripkey and Vito Nozza. Access it now.

Healthcare 96

Healthcare Best practices Management 96

ConvergeOne

JANUARY 25, 2022

For example, the healthcare industry is subject to HIPAA requirements—including security, privacy, and notification—that must be shown to be part of the strategy. WHITE PAPER] Top 12 Tips for a Successful Risk Management Program. Do you have the right framework in place to provide data handling measures?

Management 85

Management Enterprise Healthcare Accountability 85

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Sure, COVID-19 may have sealed the deal for them, but it’s a rare case where the signs of trouble were not there before the pandemic hit.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

Quadient

MAY 23, 2022

He has authored 21 in-depth reports and books on workforce optimization applications, in addition to co-authoring two books, numerous articles and white papers. One is the interaction itself, which typically consists of answering questions, solving problems, and executing transactions. The other slice of the pie is wrap-up. Experience.

Contact Center 105

Contact Center CRM Call Center Personalization 105

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 ). Consider what happens when you violate that trust. However, you can violate the trust in ways other than a data breach or poor policy decision.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

SEPTEMBER 7, 2015

Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. For example, on Mondays I post an article titled Top Five Customer Service Articles of the Week (and I include the date). The key is to not be self-promoting.

Advertising 416

Advertising Engineering Consulting Consulting 416

ConvergeOne

JULY 25, 2023

ChatGPT is an example of machine learning that utilizes deep learning to create text, images, video and audio as directed. You may also download my full white paper on Security/Privacy Concerns and Mitigative Measures in the Age of Artificial Intelligence. Now, let’s get to the stuff that affects our everyday business lives.

Healthcare 78

Healthcare Technology Personalization 78

Talkdesk

MAY 22, 2020

Using my experience of switching contact center provider to Talkdesk® as an example, the following three ways of data gathering were particularly helpful: Other professionals: What challenges did they face? White papers: What research already exists? I made sure to note the outcomes. End users are also your stakeholders.

Contact Center 94

Contact Center Engineering Call Center Technology 94

Fonolo

FEBRUARY 1, 2018

For example, sticking to Top 40 is probably a safer bet than bringing out the Bach organ concertos. Here’s an example: Have agents pair up and sit with their backs to each other, then let one person describe a drawing while the other draws it. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Integrity Solutions

APRIL 19, 2024

For example, 78% of consumers are likely to make repeat purchases and recommend others to companies that use personalization. An upstream example of personalization is spending time on buyer personas and Ideal Customer Profiles (ICP) to help determine who is the right fit. Add value that’s relevant to them throughout the journey.

Personalization 107

Personalization Sales Scripts Contact Center 107

Callminer

FEBRUARY 12, 2020

Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Recognize Excellent Performance.

Best practices 182

Best practices Call Center Construction Feedback 182

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Let’s compare two examples of an apology letter to a customer who feels that he or she has been treated unfairly: Bad Example: Dear Catherine, I am very sorry for what happened.

Customer Service 79

Customer Service Accountability Management Customer Support 79

InGenius

JULY 27, 2017

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. Customer examples from Citrix and United Wholesale Mortgage.

Contact Center 48

Contact Center Education Self service CRM 48

Beyond Philosophy

AUGUST 17, 2015

As an example, a fast food distribution client once expressed disbelief that their 99.3% On the b2b customer side, it is things like consistent and reliable product quality, delivery timing, order completeness, service and the like that contribute to memory. order completeness rate and 99.5% appeared first on.

Banking 251

Banking Customer centricity Consulting Consulting 251

Andrew Mcfarland

SEPTEMBER 23, 2022

For example, a business development pro might call a chance once and send a follow-up email. In addition, webinars, white papers, and video content are essential for establishing credibility. For example, a business development team might examine the possibility of selling a product or service in the United States and Brazil.

Sales 48

Sales Advertising Metrics Marketing 48

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Let’s compare two examples of an apology letter to a customer who feels that he or she has been treated unfairly: Bad Example: Dear Catherine, I am very sorry for what happened.

Customer Service 86

Customer Service Accountability Management Customer Support 86

UJET

DECEMBER 2, 2020

Companies can use the same underlying application to handle questions on their website, voice self-service applications and chat applications, for example. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Integrity Solutions

JANUARY 15, 2020

For example, someone from R&D who’s now responsible for producing revenue may have passion to spare when it comes to their belief in the product and how it creates value for the customer. Belief in Product: How passionate the person is about the products and services they’re selling and the value they personally create for customers.

Sales 85

Sales Coaching Banking Morale 85

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. The benefits we offer do not discriminate against anyone, for example same parental leave for males and females. But how does this actually impact how we attract, hire and retain employees?

Education 98

Education Contact Center Management 98

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 5 Examples of Brands Affected by Negative […]. 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters?

Enterprise 40

Enterprise Customer Service Management 40

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. For example, are banking customers opening a certain type of account more often?

Banking 52

Banking Accountability CRM Consulting 52

TMP Direct

SEPTEMBER 16, 2021

E-books or whitepapers are good examples of gated content that you can offer to visitors. Consumers input basic yet important information into a short form and click a button — either to contact you, download a white paper, sign up for a webinar, register for a free trial service or other such offering.

B2B 96

B2B B2C Chatbots Advertising 96

Fonolo

JULY 19, 2018

Think for example, of the hair salon on the other side of Duplex’s demo. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. So what causes that automation gap? For large companies, it’s often a “long-tail” issue.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Fonolo

FEBRUARY 6, 2020

As an example, a retail brand targeted at millennials and Gen Z might use a more informal language with emojis and faster-messaging cadence relative to a health insurance brand aimed at an older age group. This white paper explores key areas that are sure to shake up the industry. Do Make it “On-Brand”.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Fonolo

JANUARY 8, 2020

SparkCentral and Smooch are great examples of this. (We This white paper explores key areas that are sure to shake up the industry. This, in turn, is an opportunity for other companies to create abstraction layers to allow these multiple bets to be made more efficiently. What’s Inside: Preparing for the second text-revolution.

B2C 101

B2C Contact Center Call Center Customer Service 101