Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. Adding to this personalization, chatbots can also field frequently asked questions.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. Fraudulent callers may not be able to answer particularly personal questions about a customer. Caller fails voice biometrics screening.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

MARCH 12, 2020

Data collection techniques of all kinds that involve persons who reside in or are from the EEA must make reasonable attempts to preserve said persons’ anonymity in addition to obtaining consent prior to collection of said data. Other debts primarily for household, family, or personal use. Preserving Anonymity.

Call Center 182

Call Center Analytics Best practices Government 182

Beyond Philosophy

OCTOBER 11, 2019

Laverty says that inside every single person in the organization today is a duty to deliver an exceptional Customer Experience. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We People want to belong to a cause.”.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Make the customer experience as personalized as possible. Celebrate your greatest customers, both publicly and personally. Take it personally. Being memorable. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Customers That Stick

SEPTEMBER 18, 2014

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Customer retention 133

Customer retention Surveys Sales Technology 133

Beyond Philosophy

DECEMBER 5, 2017

These “employee ambassadors” have three key behavioral traits: • Commitment to the company – Commitment to, and being positive about, the company (through personal satisfaction, fulfillment, and an expression of pride), and to being a contributing, loyal, and fully aligned, member of the culture.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

HGS

OCTOBER 26, 2016

Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. All of this customer preference data builds effective social profiling, which can be used for personalization, customer segmentation, and persona development strategies.

Construction 100

Construction Surveys Personalization Feedback 100

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

AskNicely

DECEMBER 4, 2018

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? Why Survey Frequency Matters. That’s why I’m a big fan of a personal text versus a group one.

Surveys 60

Surveys Best practices Feedback Call Center 60

Fonolo

FEBRUARY 6, 2020

SMS is a great channel to reinforce your brand: Match the tone and language of your content, and the speed of your responses to the brand personality. Do Survey Customers Through SMS. While voice conversations are still critical, SMS’s importance as the go-to channel for business-to-person (a.k.a. Do Make it “On-Brand”.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Just assign the perfect person to address the problem and let others work.

Management 273

Management Customer Experience Customer Service Coaching 273

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 79

Surveys Feedback Scripts Customer Service 79

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. Personalized . ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets.

Customer Experience 98

Customer Experience Chatbots Surveys Technology 98

Nicereply

MAY 4, 2022

Personalize your Ecommerce support service. No doubt, customers want quick answers to their queries, but at times they also wish for personalized assistance and expert advice. The Internet has made customer service a personalized experience. Consumers, generally, are seeking a personalized approach. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. AI is “super-augmenting” resources in delivering tangible personal and business value.

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

VocalCom

JUNE 16, 2020

The movement had already started of course, as Millennials and ‘Zs’, the new generation of real digitally-native agents and customers, force the industry to adopt omnichannel work platforms and new digital tools like AI to free workers of the more mundane tasks to add value or offer a personalized experience. Carlo Costanzia. CEO of Vocalcom.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support. Making upsell offers. Blog content.

B2B 122

B2B Journey mapping SaaS Upselling 122

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Welcome to the All New Webex.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. What one person considers outstanding work is just average to another.

Contact Center 103

Contact Center Calibration Construction Morale 103

VocalCom

JUNE 29, 2020

With 9 out of 10 consumers looking for an omnichannel experience, with seamless service between communication methods according to UC Today , contact centers have no choice but to offer unified, agile and personalized approach across all touch points. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

Uniphore

JANUARY 21, 2022

Artificial intelligence humanizes and personalizes healthcare CX. This data allows healthcare service providers to create positive, highly personalized experiences that build consumer trust and improve provider reputation. The post AI-Powered Analytics Drive Healthcare Compliance and Personalize CX appeared first on Uniphore.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Then key metrics of each agent can be analyzed to understand their personal shortcomings and specific training can be given to them. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? This post is the second of two that are based on our Omnichannel white paper. Ask us about our free shipping codes!”). Remember: Think proactively. Mobile vs desktop retention.

B2C 85

B2C B2B Benchmark Best practices 85

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

Comm100

FEBRUARY 19, 2020

By giving these VIPs a consistent and high-quality experience, such as assigning them to the “personal shopper” representative they worked with last time, you will inspire them to keep using your product or service, and likely spend even more. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

B2C 64

B2C B2B Advertising Accountability 64

Monet Software

JANUARY 30, 2020

That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. How many times has a prospective agent said they’re interested in the position because they’re a “people person”? Get Personal. The “extra something” employees see in the job is what elicits loyalty and involvement. Still stumped?

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 52

Multichannel Customer Service Wait times CRM 52