Remove Call Center Remove Customer Engagement Remove Lifetime Customer
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Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

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Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the call center?

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What Now? 3 Steps for Taking a Post-COVID Approach to FSI Customer Engagement

Bold360

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

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Redefining Customer and Employee Engagement During COVID-19: How Chatbots Can Help

Bold360

Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support. Put simply, you’ll need the capacity to adjust your customer experience strategy and planning in order to dynamically address evolving customer and employee needs.

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CX Now: What Is Natural Language Processing (NLP) and Why Is It More Important Than Ever?

Bold360

Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.

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Lessons Learned from the Frontlines of CX: Add Channels or Risk Becoming Irrelevant

Bold360

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . Don’t Forget Mobile .

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Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?

Bold360

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.