eglobalis
NOVEMBER 12, 2024
Invest in Team Training Focused on Client Engagement Technical skills can only go so far; true client satisfaction often hinges on the quality of interactions with the team. Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback.
eglobalis
OCTOBER 30, 2024
A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships. Enhanced employee well-being and engagement lead to more positive interactions with customers, improving overall customer experience and loyalty.
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TechSee
JANUARY 27, 2025
AI Reasoning is the process that allows AI to analyze information, apply logic, and make decisions—just like a human would. Reasoning is the difference between a basic chatbot that follows a script and an AI-powered assistant or AI Agent that can anticipate your needs based on past interactions and take meaningful action.
eglobalis
JULY 2, 2024
By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.
Advertiser: ZoomInfo
To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and promote omnichannel marketing.
eglobalis
JUNE 27, 2024
A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. These insights inform the service standards and product offerings that will most effectively meet customer expectations.
Experience Investigators by 360Connext
NOVEMBER 30, 2021
Sometimes they include quotes and additional information about the goals of your customer. Here’s a quick comparison between Buyer Personas/Avatars and CX Personas: Buyer Personas/Avatars: Tend to focus on demographic information like age, gender, & income level. Requesting an informational meeting. Motivations.
Speaker: Brian Morin & Helena Chen from SmartAction
AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Only 25% of the call is valued customer interaction.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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