Remove Call Center Remove Lifetime Customer Remove Self Service
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The Value of a Lifetime Customer – 8 Call Center Software Capabilities that Can Help Build Loyalty

NICE inContact

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

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Happy Holidays from Blue Ocean

BlueOcean

And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, knowledge bases, or simply Googling a problem and solution. With customer service channels in constant movement, what will be the impact on the phone channel? Read more > 2.

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

Bold360

Companies should be moving away from physical, face-to-face channels and towards digital, self-service channels. Your employees and your customers alike are utilizing remote, digital channels to deliver and access services. The impacts on service quality and customer churn are clear and will damage your company’s future.

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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. Self-service remedies divert traffic to manage workflows. The result?

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ).

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

Bold360

The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.

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

Bold360

Physical channels like retail stores , live events and office-based call centers have closed down, while new digital engagement channels and tools have opened up instead. . 3 Big Trends in Customer Engagement . It also reduces traffic to more labor-intensive, costly channels in the call center. .