Vonage

OCTOBER 2, 2017

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.

Customer Care 69

Customer Care Advertising Consulting Consulting 69

Fonolo

JULY 5, 2018

handle transactions that your customers care about, and. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. What’s Inside: A Focus on Customer Experience Strategies. You need the chatbot to: 1.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: John Goodman and Kathleen Kerr The Net Promoter Score (NPS) can be a dangerous tool. The post OK Is Not Great first appeared on Customer Care Measurement & Consulting.

Consulting 62

Consulting Consulting Customer Care Marketing 62

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Scott Broetzmann The customer experience def: a customer journey which makes the customer feel happy, satisfied, justified, with a sense of being respected, served and cared for, according to his/ her expectation or standard, starting from first contact and through the whole relationship.

outsourcing 62

outsourcing Customer Care Consulting Consulting 62

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: John Goodman, Sally Hurley, Thomas Hollmann and Scott Broetzmann Researchers have correctly focused the bulk of customer experience (CX) measurement resources on the dissatisfied end of the continuum. new attitude has been born.

Finance 62

Finance Consulting Consulting Customer Care 62

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Taylor Reach Group

NOVEMBER 30, 2018

Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. Mission Statements focus on “providing world class customer service”, but the contact center receives no budget to deliver this.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. White papers.

Self service 110

Self service Airlines Accountability Customer Care 110

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Marc Grainer, Charles H. Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. Noble, Mary Jo Bitner and Scott M. A new approach is needed. In 1976, the U.S. Carey School of Business at Arizona State University) Scott M.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

TechSee

MARCH 19, 2018

The virtual assistant uses augmented reality to guide the customer to resolution via a step-by-step process and is also able to correct the customer in case of errors, ensuring that the resolution is successful. Powered by advances in Deep Learning.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

JANUARY 31, 2018

“China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”. Our favorite chart: The Current State of Customer Care. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

Fonolo

JANUARY 14, 2020

It’s a global online community of business leaders with a customer-centric approach. . They host a broad array of writers from across the customer care space, with a focus on improving the customer experience, increasing customer engagement, customer-first leadership and technology. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ClearAction

OCTOBER 4, 2015

." That shifted our thinking beyond our own self-absorption to thinking about our customers' jobs-to-be-done: productivity maximization, risk minimization, satisfying their customers, etc. We began to talk more about these customer care-abouts as our reason for existence and industry leadership.

Customer Experience 118

Customer Experience Best practices CRM Management 118

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

teleopti

SEPTEMBER 18, 2019

Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. However, many organizations view the customer care department as a drain on resources and risk alienating customers during the constant drive to save time and money.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

VocalCom

JULY 2, 2020

Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Skybridge

MAY 10, 2022

Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Connecting the Dots

MARCH 30, 2017

Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have shown that, while this is still true, businesses have not fully reaped the payoff possible from effective complaint handling, and they also now risk more than they may gain from failure to satisfy their customers.

Consulting 48

Consulting Consulting Customer Care Sales 48

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Connecting the Dots

FEBRUARY 9, 2021

For more information on onboarding, read our Customer Onboarding White Paper. The post Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Self service Consulting Consulting 62

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Jon Arnold

MAY 4, 2017

I'm in Montreal about to start Day 2 for Cisco's 2017 Customer Care Analyst event. Somehow, I'll get my regular set of writing done, along with finishing off two white papers and prepping for a webinar I'm doing later this month. Been really good so far, and more to come today.

Chatbots 40

Chatbots Customer Care Contact Center 40

RapportBoost

NOVEMBER 15, 2018

When it’s done correctly, the customer should never notice that it happened. . That means more than just pointing the customer to a white paper. Scott Moberly is the Vice President of Business Development for GlowTouch Technologies , a global customer care right sourcing organization that puts people first.

Call Center 71

Call Center Telecommunications Technology Education 71

Comm100

APRIL 6, 2020

To offer omnichannel customer engagement, you need to be omniscient. You need to know everything there is to know about your customer and their issue. When it comes to providing the best, most personalized customer care experience, information is king. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Chatbots Customer Care Coaching 52

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. White Paper. Download Now.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Connecting the Dots

JUNE 16, 2021

For more information on customer onboarding, read our White Paper (PDF). The post Transparency & a Customer Onboarding Process Are Critical And All Too Often Poorly Performed appeared first on Customer Care Measurement & Consulting (CCMC).

Education 48

Education Self service Consulting Consulting 48

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

B2C 40

B2C B2B Advertising Accountability 40

COPC

NOVEMBER 5, 2021

Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. By assessing their customers’ service journeys, customer care teams consider which matters should be addressed via chat versus which ones should go through other customer care channels.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

Average Handle Time 54

Average Handle Time Multichannel CRM Analytics 54

Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. In this episode he talks about what causes customer rage and how to handle it – can it be avoided by better CX design?

Consulting 62

Consulting Consulting Customer Care Surveys 62

Connecting the Dots

NOVEMBER 5, 2024

Listen to the CX File Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. In this episode he talks about what causes customer rage and how to handle it – can it be avoided by better CX design?

Consulting 62

Consulting Consulting Customer Care Surveys 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn.

Education 62

Education B2B Sales Surveys 62

ClearAction

FEBRUARY 7, 2016

Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48