Interactions

MAY 28, 2020

If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years. Consumers want to know how their favorite brands handled the first few months of the pandemic – were they able to maintain business continuity?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Interactions

JULY 29, 2020

Digital channels such as mobile, online, and social media offer much promise in how utilities support and interact with ratepayers. Virtual agents can support an omnichannel approach to customer service. Companies spend the large majority of their customer service on voice. Success in Action.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

BlueOcean

FEBRUARY 24, 2016

In this day and age, like it or not, as consumers, we should all pretty much expect that any consumer activity, outside of buying a pack of gum at your corner store, will automatically result in personal data being collected and shared by the companies, brands and organizations we patronize. Where Will Your Contact Center Fit In?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Magellan Solutions

JULY 29, 2021

Your platform can take the initiative on outbound calls, helping your team sort through hundreds of prospects to find the people most likely to want your services or products. Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Contact Customers on their Preferred Channel. Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. This offers valuable insights into how actual customers perceive the services provided by these platforms.

Software 91

Software Self Service Omni-Channel Knowledge Base 91

Calabrio

JANUARY 6, 2016

Prediction #1: Brands will be more “proactive.”. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. As intelligent automation draws useful insights from purchasing and retail trends, businesses can use this data to improve overall service. Omni-channels.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. According to Pew research , more than 50% of people will continue to seek out some of these new convenience-based services long after the pandemic is over. Brand loyalty is changing.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 92

Software Tools Customer Service Self Service 92

UJET

SEPTEMBER 15, 2020

So here are the three best practices we’ve identified in our work with some of the world’s most tech-forward, enterprise brands: 1. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ).

Data 78

Data Customer Experience Contact Center CRM 78

UJET

SEPTEMBER 15, 2020

So here are the three best practices we’ve identified in our work with some of the world’s most tech-forward, enterprise brands: 1. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ).

Data 56

Data Customer Experience Contact Center CRM 56

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. Adidas shares exclusive content and perks with its Tango Squad members, creating loyal customers who become highly vocal brand advocates and grassroots influencers.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102