NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Management 54

Management Customer Experience Contact Center 2017 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Management 54

Management Customer Experience Contact Center 2017 54

NICE inContact

JUNE 28, 2017

So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies. Digital Customer Experience Trends, 2017, Forrester, February 7, 2017. Get your copy of the complimentary report here.

Customer Experience 48

Customer Experience 2017 Innovation Technology 48

Brad Cleveland Blog

MARCH 14, 2017

We are well into 2017. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. The Edge of Service™ Newsletter Issue 19: Three Predictions for 2017 By any … How’s it going?

Customer Service 24

Customer Service 2017 Customers Multi-Channel 24

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Brad Cleveland Blog

MARCH 14, 2017

We are well into 2017. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. The Edge of Service® Newsletter Issue 19: Three Predictions for 2017 By any … How’s it going?

Customer Service 20

Customer Service 2017 Customers Multi-Channel 20

Brad Cleveland Blog

MARCH 14, 2017

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization.

Customer Service 26

Customer Service 2017 Customers Multi-Channel 26

NICE inContact

NOVEMBER 12, 2019

Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Omnichannel 54

Omnichannel Multi-Channel Contact Center Definition 54

Avaya

APRIL 24, 2017

The question is: How do you bring your email, tweet, post, or blog to my attention amid all the clutter? Businesses increasingly understand this fact, and they’re taking the necessary steps to ensure they can deliver consistent, contextualized experiences across various channels and devices.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

Avaya

SEPTEMBER 7, 2017

At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX. And the concept of a platform that seamlessly integrated various channels and devices to deliver consistent, contextual, end-to-end experiences? But, for the most part, businesses weren’t adopting them.

Omnichannel 67

Omnichannel Customer Experience Contact Center Social Media 67

West Monroe

MAY 30, 2017

The technology uses conversation-like exchanges to streamline everyday tasks and inquiries, and it is only going to become more prevalent: Amazon’s Echo was the company’s fastest selling holiday item this past year, and analysts expect over 20 million sales of it and competing device Google Home by the end of 2017. Begin with the basics.

Healthcare 40

Healthcare Technology Contact Center Multi-Channel 40

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. The question is a loaded one. Restaurants. Travel and Tourism.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42