NICE inContact

MARCH 28, 2021

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.

Call Center 156

Call Center Self Service Lifetime Customer Software 156

BlueOcean

DECEMBER 22, 2015

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.

Self Service 120

Self Service Contact Center Comparison Call Center 120

Bold360

MARCH 26, 2020

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.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Bold360

APRIL 13, 2020

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?

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

BlueOcean

OCTOBER 6, 2020

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 ).

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

MAY 26, 2020

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.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Bold360

MARCH 29, 2021

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. .

Self Service 52

Self Service Call Center Chatbots Customer Relationship Management 52