Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. Over the past year, most customer-obsessed organizations were forced to accelerate their digital transformation efforts to meet the demands of the global pandemic. The post 7 signs you are stuck in customer experience survival mode appeared first on Talkdesk.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Overall, migrating to the cloud not only translates into cost savings and better customer experience, but also an improved scalability and flexibility, as well as easiness to adapt and update whenever needed. The post 5 best practices for a successful business transformation appeared first on Talkdesk.

Best practices 80

Best practices Abandon rate Contact Center Analytics 80

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 101

Customer centricity Customer Service Self service Chatbots 101

West

NOVEMBER 16, 2017

They're looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year. The Blog 5 Steps to Optimize Customer Experience in 2018 appeared first on West Corporation.

Customer Experience 66

Customer Experience Marketing Best practices Interactive Voice Response 66

Callminer

DECEMBER 17, 2019

Many call centers have trouble adopting modern practices. Two-thirds of respondents overall were ‘behind the curve’ in terms of evolving their traditional call center into a modern customer service operation.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Comm100

MARCH 16, 2022

Employees are often left frustrated as their attempts to improve customer service in government are thwarted. However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. Accessibility .

Government 98

Government Best practices Customer Service Chatbots 98

Callminer

JULY 30, 2018

By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. Real-time acoustic analysis can also identify when a call is deteriorating and prompt the agent to adjust their tone in time to rescue the call and deliver a better customer experience.

Coaching 174

Coaching Best practices Analytics Surveys 174

Totango

OCTOBER 25, 2023

In 2018, when we began this journey, customer success focused on the company’s fastest-growing segment: digital services. Building the team to support the customer journey for over 15K customers was a massive undertaking. Customers will continue to evolve, as will our products and services, and so must customer success.

Customer Experience 113

Customer Experience Best practices Finance Enterprise 113

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. National Customer Service Week: The opportunity of Artificial Intelligence.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. Annette Franz – Customer Experience Consultant, Speaker and Author.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Manager, Partner & Customer Experience.

Consulting 79

Consulting Consulting Education Best practices 79

HGS

MAY 2, 2018

Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. Wed, 05/02/2018 - 18:22.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! They span the world of customer service and are curated for anyone wanting to learn more about customer service and becoming a #ServiceTrailblazer! Wondering how to move your Customer Service career forward? And there’s so much to do and see!

Best practices 75

Best practices Customer Service Contact Center Technology 75

Taylor Reach Group

JUNE 27, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto, ON.

Contact Center 48

Contact Center Customer Experience Enterprise Analytics 48

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. Witness how consumers have embraced the likes of Amazon and Netflix because of the excellence of the customer experience they deliver.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

AskNicely

NOVEMBER 28, 2018

This customer-fueled approach to business growth has evolved into a culture shift. Brands that embrace NPS best practices are unlocking hyper growth and accelerated advocacy. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Tuesday, December 04, 2018.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

Automotive 41

Automotive Management Enterprise B2B 41

Quadient

JULY 26, 2022

Top 10 Customer Communication Management Best Practices in 2022. When it comes to customer experience (CX) strategy, customer communications are one of the most critical components of the customer journey. Integrates compliance into the design of customer communications thereby reducing risk.

Best practices 52

Best practices Management Journey mapping Healthcare 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. Recent reports from Forrester back this up, highlighting the fast-growing importance of AI in customer experience. Share this page on: Tweet.

Customer Experience 69

Customer Experience Chatbots Self service Best practices 69

AskNicely

AUGUST 29, 2018

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. Best NPS Benchmarks Are a Result of NPS Best Practices. This customer-fueled approach to business growth has evolved into a culture shift. What is your NPS Score?

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. The lesson?

Gamification 116

Gamification Airlines Contact Center B2B 116

Andrew Mcfarland

JANUARY 2, 2018

For starters, realize that improving the customer experience is a high-impact way to transform your business. Read on to jump-start your business in 2018 by reviewing the 10 Most Popular Customer. How are you going to improve your business this year?

Customer Experience 74

Customer Experience Best practices 74

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Customer Experience 48

Customer Experience Education Analytics Customer Service 48

Eptica

DECEMBER 19, 2018

Date: Wednesday, December 19, 2018 Author: Anne-Claire Bellec - Marketing Director How good is Santa at Customer Experience? Published on: December 19, 2018. Given how close we are until Christmas Day, we thought it would be a good opportunity to measure how good the man in red’s customer experience actually is.

Customer Experience 65

Customer Experience Best practices Feedback Analytics 65

Fonolo

JANUARY 25, 2018

Here are some motivational pieces of art that customer experience leaders can scatter throughout their office space. Today’s Webinar – 3 Critical Contact Center Trends to Watch in 2018. VPs & Directors of Customer Experience. The “big picture”- pun intended.). Don’t Be Afraid to Make Mistakes.

Customer Experience 86

Customer Experience Contact Center Call Center Education 86

Avaya

JULY 22, 2019

Extensive digitization has indeed changed the way we live, work and play, and there are a plethora of positives, including that it has given us, the customers, significant power. To see this in action, we don’t need to look past the impact a single tweet can have on an organization’s customer experience (CX) strategy.

Customer Experience 77

Customer Experience APIs Banking Chatbots 77

Calabrio

AUGUST 15, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Rob Morrissey, TD Ameritrade Share Let the countdown begin, were less than one month away from C3! Heres another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Share best practices and lessons learned with your peers.

Best practices 52

Best practices Contact Center Feedback Management 52

Calabrio

AUGUST 24, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub Share In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, were highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub.

Best practices 52

Best practices Analytics Call Center Feedback 52