Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. What do customers want?

Self Service 120

Self Service Contact Center Trends Sales 120

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Vonage

JULY 29, 2015

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. To serve is to rule.

Culture 120

Culture Customer Service How To Social Media 120

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. She now represents Magic Travel to plan clients’ Disney Vacations.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Is this an oxymoron?

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory.

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Comm100

FEBRUARY 5, 2018

First, knowledge bases are an excellent way to store critical information relating to customers, services, products or even general office or employment information. According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems.

Knowledge Base 131

Knowledge Base Self Service Contact Center e-support 131

CSM Magazine

SEPTEMBER 28, 2021

Built on Kore.ai’s Enterprise-Grade No-code Platform, SmartAssist Accurately Responds to Sophisticated Conversations Across Voice or Digital Channels to Quickly Resolve Customer Issues. Companies who prioritize customer and employee experiences use Kore.ai’s no-code platform to raise NPS and lower operational costs.

Contact Center 52

Contact Center Average Handle Time Wait Times Healthcare 52

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. We knew we could be a lot more.

Contact Center 45

Contact Center Sales Apparel Metrics 45

Talkdesk

APRIL 8, 2020

Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Visit Boingo Multifamily customer page. Want to know more?

Contact Center 69

Contact Center Call Recording Call Center Report 69

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Customer Bliss

JANUARY 18, 2017

More often than not, customers are already upset before they contact your customer service team. Avoid these three pitfalls in order to keep customers happy. Contrary to what some customer service professionals believe, people don’t actually expect perfection when it comes to dealing with companies.

Omni-Channel 100

Omni-Channel Multi-Channel Contact Center Interaction 100

Esteban Kolsky

SEPTEMBER 8, 2015

In December of 2014 something weird began to happen: we were introduced (or rather, re-introduced since the concept has been around for some time) to embeddable apps and uses. It seems that December of 2014 was not that long ago – yet we are starting to see the second generation of embedded technology emerge already.

Customer Service 60

Customer Service Transportation Airlines Contact Center 60

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Customer Service 48

Customer Service Knowledge Base Contact Center Study 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Vonage

JULY 27, 2015

It’s difficult to manage a customer service department without an accurate picture of what’s going on. An example of where we’ve helped to create a scalable customer service team for a customer is PhotoBox. This is something we successfully helped outsourced customer service solutions provider, Prism , to achieve.

Technology 120

Technology Infographics Case Study Retail 120

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. This is one reason for continued high call volumes to utility contact centers.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. Published on: December 11, 2015.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week. Published on: January 27, 2016.

Customer Service 48

Customer Service Social Media Contact Center Retail 48

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Need : Customer service software, sales tools, omnichannel software, live chat software. Astute Solutions.

Software 143

Software Customer Engagement Engagement Omni-Channel 143

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Examples 75

Examples Self Service Wireless Call Center 75

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. 3 Benefits of Having a Live Answering Service for Your Small Business. Why do you need a 24-hour contact support system?

Call Center 58

Call Center Contact Center Conference Retail 58

Esteban Kolsky

AUGUST 17, 2015

We all understand single-channel as it is the origin of all customer service. Customer service was provided person-to-person, over the phone via call center, or (in the case of more modern companies) via email or chat or any other single-channel. Even as we grew operations and added new channels (e.g.

Omni-Channel 60

Omni-Channel Multi-Channel Contact Center Case Study 60

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. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Natalie Petouhof

DECEMBER 1, 2015

Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

Contact Center 40

Contact Center Software Brands Customer Service 40

Grupo Noa

JANUARY 12, 2018

Multilingual contact centers strive towards offering outstanding customer services to its customers all the time. Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English.

Virtual Call Center 40

Virtual Call Center Call Center Contact Center Consumers 40

Eptica

JUNE 15, 2016

73% of consumers say that valuing their time is the most important part of good customer service, according to Forrester and over half (53%) of respondents said they’d abandon an online purchase if they couldn’t find a fast answer to their query. Self-service systems provide the answer. Share this page on: Tweet.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48