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How to Get Customers to Rave About You and Your Service

CSM Magazine

JULY 16, 2016

Provide your customers with your business phone, mobile phone, e-mail address, social media contacts and your physical mailing address. Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans” 1. Customers want you to be quick! Customers want their products and services yesterday, not tomorrow or 3-4 days down the road. MORE

Coaching Social media contact Personalization Customer Service 55

7 Steps to Reinforce Your Contact Center’s Systems and Processes for the Holidays

Serenova

OCTOBER 22, 2019

You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1. If you’re not already using a cloud-based contact center, think about switching. However, if calls are shorter because they’re getting transferred, first contact resolution drops and customers’ frustrations start to rise. MORE

Average Handle Time Social media contact Contact Center Education 47

Trends, Business, and the Future of Sports

Avaya

APRIL 9, 2019

Previously, sports were simply about the main media networks, the prime times, the most popular sports, and the players. And the mobile, social, always-on nature of esports makes it a growing global phenomenon. Digital Media & Streaming: Where Is It Headed? This spans sports, media, fan transactions, betting and more. Integrated Call Centers Contact centers have the opportunity to redefine the fan experience. CX and Contact Center MORE

Entertainment Social media contact Technology Wait times 47

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

FEBRUARY 13, 2015

With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. AS they do, they’ll see improved relationships with customers and enhance their online […]. Communication Customer Experience Infographic Technology MORE

Social media contact Customer Service Technology Customer Experience 103

What’s the difference between customer journey mapping and customer journey analytics?

DMG Consulting

JULY 16, 2019

This includes branch/retail, back-office, website, social media, contact center (interactive voice response (IVR), intelligent virtual agent (IVA), web self-service, live agent, phone, email, chat, short message service (SMS), video, etc.) Question: What’s the difference between customer journey mapping and customer journey analytics? MORE

Journey mapping Analytics Interactive Voice Response Social media contact 56

Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

FEBRUARY 20, 2020

Capture unique identifiers such as phone number and social media handles, and use that information to skip unnecessary identity verifications at the start of each contact. Forecast all channels Contact centers traditionally forecast phone volume, so staffing can be adjusted to meet the expected demand. But what about emails, chat sessions, or social media posts? This saves customers from repeating themselves, which in turn makes contacts go a lot faster. MORE

Contact Center Social media contact Scripts outsourcing 91

The Virtual Assistant as Shopping Advisor

Interactions

FEBRUARY 28, 2020

For most shoppers in these situations, we turn to research techniques that involve poring through product reviews, searching for answers to our questions online, and polling our friends on social media. But none of these techniques is reliable or efficient; reviews are often contradictory (1 star from one buyer, 5 stars from the next), as are answers to our questions; and our social media contacts may have experience, but it is most likely narrow. MORE

Social media contact Personalization Customer Experience Technology 60

Tips To Improve Quality Monitoring

Etech GS

APRIL 1, 2019

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. If you run a large contact center, you will need to have an internal team of quality analysts as well. MORE

Calibration Coaching Social media contact Feedback 50

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

Totango

APRIL 16, 2019

Once you learn how to increase product adoption rates, customers often become brand evangelists who tell their friends, family and social media contacts about your product. Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. MORE

Enterprise SaaS Social media contact Education 84

The Rise of the Multi-Channel Agent

The Call Center School

APRIL 24, 2019

In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. This trend continued and the number of channels continued to grow, turning contact centers into multi-channel centers where customers can choose to get in touch with companies using the channel of their preference. Social Media Contact Center TrainingAnd How to Prepare Agents for the Job. MORE

Call Center Social media contact Contact Center 64

How to Survive the Avalanche of Customer Interactions with Automation

Inbenta

OCTOBER 20, 2020

Whatever the category in which those interactions fall, they can come via several channels: Emails Phone calls Messages on social media Contact forms Reviews on dedicated websites. Prioritizing great interactions can mean less bad press on social media and other channels. MORE

Social media contact Self service Advertising Chatbots 63

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

FEBRUARY 11, 2019

For example, New Look’s social media contact scored an impressive 11% higher than their email contact. . A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. Maru/edr insight reveals that retail sites who are regarded better by users than their rivals enjoy much higher brand advocacy and future loyalty than those who score poorly with users. MORE

Benchmark Social media contact Best practices Customer Experience 40

Get your customer service ready for the digital-first generation

Ian Jacobs

MAY 12, 2015

Social media. contact centers. social customer service. Application Development Customer Service Millennials Predictive analytics Social media contact centers digital customer service proactive chat proactive experiences social customer serviceThis is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. MORE

Government Customer Service Social media contact Customer Support 75

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

FEBRUARY 11, 2019

For example, New Look’s social media contact scored an impressive 11% higher than their email contact. Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. MORE

Benchmark Social media contact Best practices Customer Experience 40

The New Customer Service Mandate - It’s No Longer Socially Acceptable To Not Be Social

Ian Jacobs

AUGUST 17, 2015

Customer service teams are facing a dilemma that may bring back high school nostalgia - if you want to be one of the cool kids, you need to be social. But simply being present in the social scene doesn't automatically make you hip to the digital customer. In our recent report , we discuss the new reality of social customer service, and outline tools you should adopt for social workforce optimization. Social. Social media. contact center. MORE

Social media contact Customer Service Contact Center 76

3 Ways Contact Centers Help Maintain Positive Brand Image

Outsource Consultants

JUNE 5, 2018

In order to get these reviews, companies need to ensure a solid customer journey and experience that creates happy customers who feel compelled to spread the good word about the brand through social media and other online outlets. 3 Ways Contact Centers Help Maintain Positive Brand Image. Contact centers can send these emails and monitor responses. Social Media: There is almost nothing more powerful in branding than social media. MORE

outsourcing Contact Center Social media contact Advertising 52

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Social media. MORE

Best practices call center software Call Center virtual call center 140

5 CRM Features Your Company Needs To Recharge Customer Experience

Win the Customer

APRIL 6, 2017

Contact Management. The ability to manage contacts is one of the most fundamental features of CRM tools. Your CRM tool should enable your sales team to pull up all of your contact data, organize your contacts into groups, and display them in any form you prefer. For instance, you should be able to see a list of all contacts who are qualified leads, or all contacts who have made a purchase in the last six months. Social Integration. MORE

CRM Sales Social media contact Customer Experience 81

B2B Vs B2C Customer Support: How They Are Different

ProProfs Chat

DECEMBER 26, 2019

Contact Points. In the case of b2c companies , a single end-user or customer contacts your support team. So, either a single person representing the entire clientele will contact your support team or multiple customers from the same company may contact you regarding the same issue. You can offer mobile-friendly options like social media contact points and live chat with the customers. Social contact points. MORE

B2C B2B Customer Support Social media contact 52

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

Altitude

NOVEMBER 29, 2017

social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries. MORE

contact center solutions Sales Contact Center Marketing 46

Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service

Outsource Consultants

JULY 17, 2018

Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service. There’s no use trying to cover it up or hide from it because in the age of social media you will be sniffed out and end up looking weak. Instead, utilize your contact center and proactively own up to whatever problem you’re facing. This can be accomplished by utilizing social media to announce the problem and explain exactly what steps you’ll take to fix it. MORE

outsourcing Social media contact Contact Center Call Center 52

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

FEBRUARY 20, 2015

Social media. contact center. social customer service. social forums. Application Development CRM CX Customer Experience SCRM Social media contact center customer communities forums social customer service social forumsIndustry analysts travel--a lot. MORE

Airlines Customer Support Social media contact CRM 56
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The Rise of the Multi-Channel Agent

The Call Center School

APRIL 24, 2019

In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. This trend continued and the number of channels continued to grow, turning contact centers into multi-channel centers where customers can choose to get in touch with companies using the channel of their preference. Social Media Contact Center TrainingAnd How to Prepare Agents for the Job.

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Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

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NOVEMBER 29, 2017

social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 46
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contact center solutions Sales Contact Center Marketing 46
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The New Customer Service Mandate - It’s No Longer Socially Acceptable To Not Be Social

Ian Jacobs

AUGUST 17, 2015

Customer service teams are facing a dilemma that may bring back high school nostalgia - if you want to be one of the cool kids, you need to be social. But simply being present in the social scene doesn't automatically make you hip to the digital customer. In our recent report , we discuss the new reality of social customer service, and outline tools you should adopt for social workforce optimization. Social. Social media. contact center.

Social media contact 76
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Social media contact Customer Service Contact Center 76

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

MORE

Get your customer service ready for the digital-first generation

Ian Jacobs

MAY 12, 2015

Social media. contact centers. social customer service. Application Development Customer Service Millennials Predictive analytics Social media contact centers digital customer service proactive chat proactive experiences social customer serviceThis is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research.

Government 75
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Government Customer Service Social media contact Customer Support 75

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

FEBRUARY 20, 2015

Social media. contact center. social customer service. social forums. Application Development CRM CX Customer Experience SCRM Social media contact center customer communities forums social customer service social forumsIndustry analysts travel--a lot.

Airlines 56
More
Airlines Customer Support Social media contact CRM 56

What’s the difference between customer journey mapping and customer journey analytics?

DMG Consulting

JULY 16, 2019

This includes branch/retail, back-office, website, social media, contact center (interactive voice response (IVR), intelligent virtual agent (IVA), web self-service, live agent, phone, email, chat, short message service (SMS), video, etc.) Question: What’s the difference between customer journey mapping and customer journey analytics?

Journey mapping 56
More
Journey mapping Analytics Interactive Voice Response Social media contact 56

How to Survive the Avalanche of Customer Interactions with Automation

Inbenta

OCTOBER 20, 2020

Whatever the category in which those interactions fall, they can come via several channels: Emails Phone calls Messages on social media Contact forms Reviews on dedicated websites. Prioritizing great interactions can mean less bad press on social media and other channels.

Social media contact 63
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Social media contact Self service Advertising Chatbots 63

InformaTech

InformaTech

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Win the Customer

FEBRUARY 13, 2015

With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. AS they do, they’ll see improved relationships with customers and enhance their online […]. Communication Customer Experience Infographic Technology

Social media contact 103
More
Social media contact Customer Service Technology Customer Experience 103

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

Totango

APRIL 16, 2019

Once you learn how to increase product adoption rates, customers often become brand evangelists who tell their friends, family and social media contacts about your product. Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community.

Enterprise 84
More
Enterprise SaaS Social media contact Education 84

Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

FEBRUARY 20, 2020

Capture unique identifiers such as phone number and social media handles, and use that information to skip unnecessary identity verifications at the start of each contact. Forecast all channels Contact centers traditionally forecast phone volume, so staffing can be adjusted to meet the expected demand. But what about emails, chat sessions, or social media posts? This saves customers from repeating themselves, which in turn makes contacts go a lot faster.

Contact Center 91
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Contact Center Social media contact Scripts outsourcing 91

The Virtual Assistant as Shopping Advisor

Interactions

FEBRUARY 28, 2020

For most shoppers in these situations, we turn to research techniques that involve poring through product reviews, searching for answers to our questions online, and polling our friends on social media. But none of these techniques is reliable or efficient; reviews are often contradictory (1 star from one buyer, 5 stars from the next), as are answers to our questions; and our social media contacts may have experience, but it is most likely narrow.

Social media contact 60
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Social media contact Personalization Customer Experience Technology 60

Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service

Outsource Consultants

JULY 17, 2018

Don’t Hide From Your Mistakes, Use Contact Centers to Give Proactive Customer Service. There’s no use trying to cover it up or hide from it because in the age of social media you will be sniffed out and end up looking weak. Instead, utilize your contact center and proactively own up to whatever problem you’re facing. This can be accomplished by utilizing social media to announce the problem and explain exactly what steps you’ll take to fix it.

outsourcing 52
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outsourcing Social media contact Contact Center Call Center 52

InformaTech

InformaTech

How to Survive the Avalanche of Customer Interactions with Automation

Inbenta

OCTOBER 20, 2020

Whatever the category in which those interactions fall, they can come via several channels: Emails Phone calls Messages on social media Contact forms Reviews on dedicated websites. Prioritizing great interactions can mean less bad press on social media and other channels.

Social media contact 63
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Social media contact Self service Advertising Chatbots 63

3 Ways Contact Centers Help Maintain Positive Brand Image

Outsource Consultants

JUNE 5, 2018

In order to get these reviews, companies need to ensure a solid customer journey and experience that creates happy customers who feel compelled to spread the good word about the brand through social media and other online outlets. 3 Ways Contact Centers Help Maintain Positive Brand Image. Contact centers can send these emails and monitor responses. Social Media: There is almost nothing more powerful in branding than social media.

outsourcing 52
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outsourcing Contact Center Social media contact Advertising 52

5 CRM Features Your Company Needs To Recharge Customer Experience

Win the Customer

APRIL 6, 2017

Contact Management. The ability to manage contacts is one of the most fundamental features of CRM tools. Your CRM tool should enable your sales team to pull up all of your contact data, organize your contacts into groups, and display them in any form you prefer. For instance, you should be able to see a list of all contacts who are qualified leads, or all contacts who have made a purchase in the last six months. Social Integration.

CRM 81
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CRM Sales Social media contact Customer Experience 81

7 Steps to Reinforce Your Contact Center’s Systems and Processes for the Holidays

Serenova

OCTOBER 22, 2019

You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1. If you’re not already using a cloud-based contact center, think about switching. However, if calls are shorter because they’re getting transferred, first contact resolution drops and customers’ frustrations start to rise.

Average Handle Time 47
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Average Handle Time Social media contact Contact Center Education 47

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

FEBRUARY 11, 2019

For example, New Look’s social media contact scored an impressive 11% higher than their email contact. Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue.

Benchmark 40
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Benchmark Social media contact Best practices Customer Experience 40

Three ways to improve your digital customer experience in 2019

Maru/Matchbox

FEBRUARY 11, 2019

For example, New Look’s social media contact scored an impressive 11% higher than their email contact. . A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. Maru/edr insight reveals that retail sites who are regarded better by users than their rivals enjoy much higher brand advocacy and future loyalty than those who score poorly with users.

Benchmark 40
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Benchmark Social media contact Best practices Customer Experience 40

Trends, Business, and the Future of Sports

Avaya

APRIL 9, 2019

Previously, sports were simply about the main media networks, the prime times, the most popular sports, and the players. And the mobile, social, always-on nature of esports makes it a growing global phenomenon. Digital Media & Streaming: Where Is It Headed? This spans sports, media, fan transactions, betting and more. Integrated Call Centers Contact centers have the opportunity to redefine the fan experience. CX and Contact Center

Entertainment 47
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Entertainment Social media contact Technology Wait times 47

Tips To Improve Quality Monitoring

Etech GS

APRIL 1, 2019

Social media service is evolving and an increasing number of customers are reaching out through these channels, many more still turn to chat and inbound toll-free numbers for assistance. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. If you run a large contact center, you will need to have an internal team of quality analysts as well.

Calibration 50
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Calibration Coaching Social media contact Feedback 50

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Social media.

Best practices 140
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Best practices call center software Call Center virtual call center 140

How to Get Customers to Rave About You and Your Service

CSM Magazine

JULY 16, 2016

Provide your customers with your business phone, mobile phone, e-mail address, social media contacts and your physical mailing address. Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans” 1. Customers want you to be quick! Customers want their products and services yesterday, not tomorrow or 3-4 days down the road.

Coaching 55
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Coaching Social media contact Personalization Customer Service 55

B2B Vs B2C Customer Support: How They Are Different

ProProfs Chat

DECEMBER 26, 2019

Contact Points. In the case of b2c companies , a single end-user or customer contacts your support team. So, either a single person representing the entire clientele will contact your support team or multiple customers from the same company may contact you regarding the same issue. You can offer mobile-friendly options like social media contact points and live chat with the customers. Social contact points.

B2C 52
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B2C B2B Customer Support Social media contact 52
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