HGS

JUNE 17, 2015

Thus, the healthcare industry is rapidly developing their capabilities to support the movement toward consumer-directed care, which has predominantly been associated with benefit accounts management. At HGS, we interact with close to 200,000 customers every day.

Healthcare 100

Healthcare Education Accountability Customer Care 100

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. .”

Best practices 226

Best practices Call Center Contact Center Scripts 226

ProProfs Blog

JANUARY 30, 2020

Active customer engagement is crucial for any business to become a success. And, meeting customer expectations is one of the ways to accomplish so effectively. Netflix took into account their subscriber’s search history to understand what they really want to see at their platform. Source: Deloitte ) Tweet this.

B2B 204

B2B Banking Employee engagement Personalization 204

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Callminer

SEPTEMBER 5, 2017

Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. The biggest problems keeping QA teams up at night are…”.

Call Center 140

Call Center call center software outsourcing Coaching 140

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 49

CRM Sales Marketing Personalization 49

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. But that’s also why banks must monitor, analyze, and manage the entire customer experience. That’s why banks must monitor, analyze, and manage the customer experience.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. But that’s also why banks must monitor, analyze, and manage the entire customer experience. That’s why banks must monitor, analyze, and manage the customer experience.

Banking 45

Banking Management Finance Government 45

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. I think my first question to him might have been something like “what does Customer Success mean? What does success mean to you personally?

Coaching 0

Coaching Upselling Engineering Marketing 0

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Relying on Product Reviews?

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile Customer Care. Here are some stats to think about when considering mobile customer care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Vonage

SEPTEMBER 20, 2016

Customers are attracted to good listeners that hear the problem the first time. If you are a company that runs on redundancy, you can wave goodbye to your customers. When “Let me transfer you” turns into “Can I have your account number?” Track the progress of customer cases and allow your company to collaborate on solutions. “At

Self service 122

Self service Sales Accountability Customer retention 122

Comm100

FEBRUARY 16, 2018

And WhatsApp, one of the world’s most popular messaging apps, is currently exploring ways to help companies and customers connect by testing new business tools that will fulfill the needs of small businesses and enterprises. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43