Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Customer Service 89

Customer Service Fashion Communication Customers 89

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

Workshop 83

Workshop Contact Center Customer Service Training Technology 83

Kustomer

JULY 2, 2024

Earlier this year, we launched KIQ Agent Assist , an AI-powered agent copilot designed to empower agents with automated communication personalization capabilities, making them more efficient and effective. Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist. In the realm of customer support, having detailed insights into your team’s performance and the tools they use is crucial.

Exceptional Customer Service 88

Exceptional Customer Service Customer Satisfaction Metrics Insights 88

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

Loyalty 52

Loyalty 2024 Effort Score Roadmap 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

SurveySparrow

JULY 2, 2024

91% of the customers listen to the voice of other customers before purchasing something. Therefore, keeping your customers happy and satisfied is crucial. One way to do this is through implementing proper customer feedback system. What is a customer feedback system, you ask? Well, that’s what we are here for. Read on to learn more about the concept, its importance, and how to create one for your business.

Feedback 52

Feedback Loyalty Programs NPS Customers 52

IntouchInsight

JULY 2, 2024

Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?

Insights 62

Insights Customer Experience Customers 62

Braze

JULY 2, 2024

Discover the top trends from this year's Cannes Lions Festival of Creativity and how to effectively leverage them to transform your customer engagement strategy.

Customer Engagement 52

Customer Engagement Engagement Customers 52

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

Contact Center 47

Contact Center Multi-Channel Call Center Culture 47

Braze

JULY 2, 2024

Discover why email is an important channel for customer engagement and how to effectively leverage email marketing campaigns as part of your cross-channel strategy.

Marketing 52

Marketing Customer Engagement Engagement Customers 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

Contact Center 156

Contact Center Customer Care Leadership Employee Experience 156

Keatext

JULY 2, 2024

Keatext supports a large company in the logistics industry that uses Alchemer for surveys. When they found Alchemer's reporting functionality to be subpar, they leveraged Keatext's integration and dashboards to get the results they needed.

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eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 128

NPS Feedback Net Promoter Score B2C 128

Forrester's Customer Insights

JULY 2, 2024

As retail media networks have grown and diversified, so have the problems in adtech. Ad fraud, made-for-arbitrage, and AI-Generated content farms are multiplying, riddling the once “easy” task of programmatic buying with brand-safety pitfalls.

Retail 32

Retail Presentation Brands Advertising 32

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

Customer Success 52

Customer Success Financial Books Customers 52

Alida

JULY 2, 2024

How will AI impact market research and insights teams? The research field has been slower than other industries to adopt AI due to security, transparency, and integration concerns. Yet, as demands for rapid results increase and research becomes more democratized across business functions, AI adoption is expected to grow.

Marketing 130

Marketing Insights Customer Insights Customers 130