TechSee

MARCH 19, 2018

With structured data analysis, predictive analytics can now be performed by extracting information from mass amounts of data and using it to predict trends and future behavior patterns, such as customer churn. But there is still one missing element that has barred AI from radically transforming the customer experience.

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West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Historically, companies have been centered around the customer’s needs coming first.

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Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. To watch a pre-recorded webinar on the impact of knowledge management for customer service featuring Esteban Kolsky, Ask.com Global Customer Care Manager Eric McKirdy and Microsoft’s Bill Patterson, click here.

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Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

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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. The Exceptionally Angry Customer.

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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.

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Omnichannel Customer Engagement Engagement White Paper 52

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

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COPC

NOVEMBER 5, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. Did you know COPC Inc.

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Contact Center Workshop White Paper 2021 52

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. The Exceptionally Angry Customer.

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White Paper B2C Social Media E-support 40

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

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RapportBoost

NOVEMBER 15, 2018

Two breakout talks, one led by John Pompei, Head of Player Experience Operations for Electronic Arts and one sponsored by telecommunications leader Vonage , outlined how to employ artificial intelligence, natural language processing and similar technologies to enhance the customer experience. .

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Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

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ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

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Tricia Morris

AUGUST 11, 2015

In the GBC report, 47% of respondents agreed or strongly agreed that their organization currently does a good job of soliciting customer feedback which is pretty good. Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments.

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Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. This is integral to their overall experience management strategy, and ensuring customers are satisfied at each step of the journey.

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LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. On the other hand, poor customer service can cost companies dear. The result?

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SmartKarrot

DECEMBER 2, 2020

Customer Success as a niche is highly competitive and caters to a large volume of masses. Simply put, this calls for affirmative thought leaders that promise exceptional customer experience that garnishes a competitive edge over the rest. Sue Nabeth Moore, Customer Success Leader.

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Hero Digital

OCTOBER 5, 2019

And there are a few ways to talk to your customers directly. Direct interviews can provide powerful insights into customer experiences with your brand and products. Interviews are a great way to go deep into the needs of a specific persona or customer type,” Atlassian says. Audience Interviews.

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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 blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

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Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

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Interactions

JANUARY 6, 2022

Consequently, technologies that seamlessly converse with customers in a channel agnostic manner and provide higher task fulfillment rate through a delightful user experience will be a key focus in 2022.” Read our white paper to learn more. Consumers will continue to evolve their expectations for customer care.

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