CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

White Paper 52

White Paper Government 2018 Communication 52

TechSee

OCTOBER 7, 2024

The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers. For a more detailed analysis, be sure to download our comprehensive white paper and industry report.

ROI 124

ROI White Paper Travel Return on Investment 124

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. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Article 118

Article 2019 Customer Service Poor Customer Service 118

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Blog 82

Blog White Paper Customer Service Webinar 82

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

eGain Blogs

FEBRUARY 24, 2025

AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service are struggling to get beyond the cool prototype. Read White Paper Whats the problem?

White Paper 40

White Paper Customer Service Customers Management 40

ShepHyken

NOVEMBER 16, 2016

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

White Paper 134

White Paper Marketing Customer Experience Advertising 134

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. And, of course you have to create the content and information that you post.

Social Media 166

Social Media Engagement White Paper Blog 166

TechSee

SEPTEMBER 30, 2024

To gain deeper insights into the impact of these technologies, make sure to download our white paper. In the realm of customer service, generative AI helps create personalized responses, predict customer needs, and suggest optimal solutions based on vast datasets.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

Kayako

OCTOBER 6, 2015

Here are three simple steps for giving your customer service a boost with your content marketing: compiling the best marketing materials you have, repackaging it, and distributing it to your customers. White papers. Find your best content. Landing pages.

White Paper 110

White Paper Marketing Blog Social Media 110

Bold360

NOVEMBER 16, 2016

Also called “support bots” when used in customer service, they offer instant answers and intuitive connectivity. Another major perk; they allow brands to field many more requests for information than they ever could via traditional means of customer service. Click here and download our free white paper!

Customer Service 86

Customer Service White Paper Customers Brands 86

CSM Magazine

JANUARY 15, 2025

According to PwC , 59% of customers will switch to a competitor after several negative support experiences. The verdict is clear as daylight: quality customer service is the key to retention. While silence can mean a lot of things, more often than not, its a passive-aggressive way to react to dissatisfactory customer experience.

White Paper 52

White Paper Communication Interaction Customers 52

ShepHyken

MARCH 26, 2019

About : Dr. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.

White Paper 128

White Paper Contact Center E-support Social Media 128

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. Exchange the defective product, have customer service solve the problem, issue accurate invoices. Train customer service, give them the power to make decisions up to a certain level. Be easy to do business with.

White Paper 127

White Paper Customer Relationship Management Download NPS 127

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

Social Media 89

Social Media Blog Customer Service White Paper 89

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.

White Paper 243

White Paper Social Media Feedback 2019 243

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 81

Government Customer Service White Paper 2015 81

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Customer Service. The benefits of customer service agents (and all employees for that matter) being information aware are especially great when it comes to service.

White Paper 104

White Paper 2015 Culture 2014 104

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

White Paper 70

White Paper Customer Experience Design Blog Article 70

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. White Paper. Today’s consumer wants choice.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Talkdesk

MAY 22, 2020

I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space.

White Paper 94

White Paper Contact Center Call Center Technology 94

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment. But there’s more.

Article 13

Article 2020 Net Promoter Score White Paper 13

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Service is one of the few times that companies will directly interact with their customers.

Financial 144

Financial White Paper Books Airlines 144

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. Even millions!

Social Media 89

Social Media Customer Service Marketing Airlines 89

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.

Customer Service 62

Customer Service White Paper Banking 2018 62

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Free Download: Customer Engagement 2020 White Paper.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Talkdesk

MAY 28, 2020

In addition, it’s a considerable investment that can have devastating effects on voice quality and create customer service issues that may not become apparent until it’s too late. Customer service and retention are at the core of all business operations.

White Paper 79

White Paper Contact Center Download Connections 79

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. People development is just one of the areas that Rekha oversees at Dialog Axiata, in addition to service culture transformation. .’”

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Service Untitled

NOVEMBER 8, 2012

Patients want to know the process, and as doctors and dentists whose positive interaction with patients develop, a new culture for the entire office revolves around making people feel important – not just a human body wearing a white paper gown. photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords. White papers.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. People development is just one of the areas that Rekha oversees at Dialog Axiata, in addition to service culture transformation. .’”

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 60

Customer Service Social Media White Paper Call Center 60

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

White Paper 52

White Paper Banking NPS Demo 52

Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. As the name implies, these plans include guidelines and procedures for reacting to potentially critical events that jeopardize business operations.

Call Center 93

Call Center White Paper Contact Center Download 93