ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

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Article 2019 Customer Service Poor Customer Service 116

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. No more shared inboxes.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

Comm100

FEBRUARY 11, 2025

Think about the last time you had a frustrating customer experience; maybe a bank that put you on hold for an hour, or an airline website that somehow made it impossible to book a flight without a degree in cryptography. Now imagine that level of friction stretched across four (or more) years of a students life.

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White Paper Financial Banking Demo 52

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

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White Paper Social Media Omnichannel B2B 64

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 52

White Paper Social Media Omnichannel B2B 52

CSM Magazine

JULY 27, 2022

The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. Its advice to businesses is to focus on converting sporadic customers to loyal shoppers instead of acquiring new prospects. Using customer experience to increase loyalty.

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Customer Journey White Paper Loyalty Consumers 64

ENGAGE.cx

NOVEMBER 12, 2015

So, how does a company with online, in-store, and mobile sales channels get to know customers in an intimate way? Companies that want to truly learn who their customers are in this new omnichannel world need to be collecting data on each and every customer touch point. Yes, you guessed it.

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White Paper Omnichannel Download Customers 59

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52

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.

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White Paper B2C Social Media E-support 64

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Customer frustration levels increase with each call and customer experience deteriorates.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Think Customers

OCTOBER 4, 2021

Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. The ultimate business case for messaging : Read this white paper to learn why messaging is an essential channel and next steps on how to add and optimize it in your company’s contact centers.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. The sessions included, among others, highlighting the use of live chat and its benefits to personalizing the experience for each customer. The question more specifically is how best to train agents.

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White Paper Call Center Telecommunications Omnichannel 71

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

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Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? If you want to learn more and hear firsthand from Sheila as she discusses this framework, consider attending her webinar or by reading her white paper “ Navigating the Contact Center Purchase Decision ”.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Customer Experience.

2018 45

2018 White Paper 2014 Contact Center 45

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication White Paper 2012 Events 64

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.

White Paper 40

White Paper B2C Social Media E-support 40

NICE inContact

NOVEMBER 9, 2018

81% of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80% also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

NICE inContact

OCTOBER 29, 2018

How well does your system support omnichannel chat or email access? Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence.

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

Uniphore

JANUARY 19, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Conversational AI Platform. U-Self Serve. Case Studies. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Board of Directors.

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White Paper 2002 2022 2011 10

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

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White Paper Insights Marketing Blog 40

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication White Paper 2012 Events 53

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will the vendor support integrations with live chat, social media, and knowledge base solutions to help you create a frictionless omnichannel customer experience?

Customer Engagement 44

Customer Engagement Engagement Social Media White Paper 44

Comm100

OCTOBER 11, 2017

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. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Lower Retention Rates.

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

Uniphore

DECEMBER 17, 2021

Out of six categories included by Forrester, customer service is the number one driver. Diving a little deeper into the data, drivers relating to how well customer service agents solve problems have the most impact on an insurer’s overall customer experience score. Learn More. 4 – Ibid.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Learn about new Uniphore product announcements that will redefine the way teams engage customers in the virtual-first world. Conversational AI Platform.

2022 126

2022 White Paper Contact Center Innovation 126

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. Published on: July 24, 2019. I think so.

Multi-Channel 86

Multi-Channel White Paper 2019 Omnichannel 86

Kustomer

APRIL 30, 2020

The creators of punk saw prog rock as becoming too measured and overly technical, and Adrian sees a lot of similarities in the customer experience space. First, when executives are asked what their customer service strategies are, they repeat all the typical buzzwords; such as omnichannel, effortless, digital, connected, etc.

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White Paper Customer Service Books Connections 53