eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Research from Accenture highlights that managing public complaints requires not just time but a dedicated allocation of resources, particularly in maintaining the flow of communication.

Social Media 500

Social Media Feedback Engagement Company 500

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. How to Predict Customer Churn? To predict customer churn, you need to know how to model it.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 244

Government Communication Self Service How To 244

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. For example, if the caller initially complained via email before picking up the phone, they will expect the agent to have a record of that initial communication. How to Improve Call Center Metrics?

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Highlight these stories to build trust and foster community.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

MARCH 18, 2025

I wrote this article also inspired by How to Identify When Agentic AI is Helpful. For example, a corporate client negotiating a substantial contract prefers direct communication with a knowledgeable human representative to address specific concerns and build rapport. And Not written by Thomas Wieberneit.

Interaction 355

Interaction Culture Virtual Agent Loyalty 355

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

JUNE 11, 2024

Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Meeting Resources Connections 229

Experience Investigators by 360Connext

JANUARY 18, 2022

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. Let’s consider how Customer Experience is often introduced at many organizations using an imaginary employee — we’ll call them Pat. How we gather feedback.

How To 378

How To Customer Journeys Culture Training 378

Joe Rawlinson

JANUARY 24, 2025

To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them. This is one of the most important responsibilities, especially for those who have a number of communication channels.

Communication 78

Communication Management Social Media Guidelines 78

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. It connects all channels, creating a unified customer journey.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 130

Call Center How To Contact Center Gamification 130

InMoment XI

JANUARY 22, 2025

A Google Business Profile (formerly called Google My Business) is especially essential, as it allows stores to collect Google Reviews and communicate information to searchers, like the business name, address, phone number, and hours. Each store needs its own optimized online presence and local business listings. See InMoment in action.

How To 195

How To Social Media Software ROI 195

Experience Investigators by 360Connext

NOVEMBER 17, 2020

So let’s get proactive about how we thank customers. To inspire you, here are a few of my favorite examples and ideas around how to do this. Simple, but a really nice way to connect with customers in an unexpected way. How to Find Opportunities to Thank Your Customers: There are so many ways to show gratitude to customers.

How To 372

How To Airlines Social Media Course 372

Experience Investigators by 360Connext

AUGUST 20, 2024

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. Let us show you how to build this program. Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon.

How To 282

How To Customer Journeys Customer Centricity Training 282

AWS Machine Learning

OCTOBER 23, 2024

In this post, we demonstrate how to deploy a contextual AI assistant. Built using Amazon Bedrock Knowledge Bases , Amazon Lex , and Amazon Connect , with WhatsApp as the channel, our solution provides users with a familiar and convenient interface. A WhatsApp business account to integrate with Amazon Connect.

Connections 88

Connections Knowledge Base Resources Data 88

InMoment XI

OCTOBER 5, 2023

By fostering a culture of open communication, brands can tap into the collective expertise of their workforce and gain a deeper understanding of customer pain points, leading to more effective solutions. Check out this resource that outlines the 7 steps for implementing a closed loop system !

Contact Center 364

Contact Center Self Service How To Call Center 364

Comm100

APRIL 2, 2024

Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters. Now let’s explore how to improve CSAT score with a 6-step strategy. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking. By reducing the manual workload on agents, AI frees up their time to focus on addressing customer queries promptly.

Measurement 100

Measurement How To Self Service Contact Center 100

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Comm100

MAY 7, 2024

Read on to explore these top strategies to transform your operations and learn how to streamline customer service within your team. Before we dig into how to streamline customer service, let’s explain the most common benefits: Minimizing delays : Customers today have little patience for long wait times.

Customer Service 240

Customer Service Strategy Self Service How To 240

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. For example, a vendor may offer DIY survey tools alongside strategic insight sessions.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Heres what youll learn: How to structure your recurring CX reports so theyre easy to read and actually useful. Ensure the offer terms are clear and well-communicated.

Report 90

Report How To Effort Score NPS 90

Blake Morgan

DECEMBER 17, 2024

GoTo is redefining how companies connect with customers and manage the modern contact centers. A few topics covered in this episode: How unified communication tools simplify I.T. ” To learn more visit www.8CXLaws.com. 8CXLaws.com.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

CSM Magazine

MARCH 27, 2025

Strong client communication sits at the heart of every thriving business. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals. With digital exchanges taking over, finding ways to sharpen communication and build tighter bonds has never been more critical. Custom interfaces.

Communication 52

Communication Self Service Chatbots Wait Times 52

Kayako

JULY 22, 2022

It helps a commodity product stand out based on an emotional connection with the audience. Instead of maintaining siloed data, companies can reorient internal communications and data sharing around collaborations to best serve the customers. How to Identify and Measure Customer Perception. The place to start is simple: ask them.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Comm100

OCTOBER 31, 2023

While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. The power of instantaneous support In our hyper-connected world, immediacy isn’t just a nice-to-have; it’s a necessity. Omnichannel communication. The solution?

Chatbots 201

Chatbots Loyalty Engagement Strategy 201

BirdEye

FEBRUARY 21, 2025

Unlike traditional phone calls and direct mail, real estate SMS marketing allows agents to connect with leads instantly, leading to higher conversion rates and more successful transactions. Heres how Birdeye Mass Texting transforms your SMS marketing strategy: a.

Marketing 96

Marketing How To Video Guidelines 96

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. This is why we have to continually connect to the business why. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

OCTOBER 3, 2023

how to improve their experience. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative. There are some great ways to train these skills, but your best agents will already know how to do this. Your customers actively give clues about (or directly tell you!)

Feedback 270

Feedback How To Social Media Analysis 270