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

InMoment XI

DECEMBER 10, 2024

Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers. This is where you must communicate your product’s or service’s long-term value. Leverage guides, webinars, video tutorials, and newsletters to inform customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

CSM Magazine

NOVEMBER 22, 2024

In business, communication is everything. Indeed, the way you communicate – whether that’s with clients, customers, or even your own team – can make or break your message. Indeed, the way you communicate – whether that’s with clients, customers, or even your own team – can make or break your message.

Communication 52

Communication Social Media Video Study 52

TechSee

FEBRUARY 10, 2025

They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale. Sophie AI picks what works best for the individual user and your brand, based on real-time context and past interactions. The result?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Clear goals will guide the content and structure of your videos.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. Start with your social media profile and look at the interactions with your recent posts.

Feedback 195

Feedback Management Social Media ROI 195

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

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. Agents see the complete interaction history, regardless of the channel.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

ECXO

JUNE 11, 2024

Sentiment analysis tools that gauge employee morale through various communication channels enable HR to proactively address issues, thereby preventing potential burnout and disengagement. Collaboration and Communication AI-powered communication tools facilitate better collaboration, especially in remote and hybrid work environments.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

BirdEye

DECEMBER 11, 2024

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences.

Communication 52

Communication Software Multi-Channel Social Media 52

Experience Investigators by 360Connext

JANUARY 10, 2023

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your Customer Experience success. You did this through formal and informal communication strategies. You helped other leaders communicate how their team goals were connected to CX success.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

InMoment XI

SEPTEMBER 28, 2022

The distinguishing feature of qualitative research is that a trained interviewer is interacting live with an engaged respondent. And the creative design of the final map to adequately portray and communicate a visual depiction of the customer journey remains a uniquely human endeavor.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? So how do you get executives to see and empathize with the customers they don’t interact with on a daily basis? It can be a customer story, verbatims, videos, etc., Stories, stories, stories.

Tips 370

Tips ROI Metrics Touchpoint 370

Kayako

MAY 30, 2017

Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. I hope to pass that knowledge onto you.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

TechSee

OCTOBER 17, 2024

The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. The Power of Visual Engagement Visual service, powered by AI, enables companies to transcend the limitations of traditional communication channels.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

Comm100

MARCH 30, 2021

They don’t see things in terms of “platforms” and “channels” — all they want is a direct line to the company, where they can make a new inquiry or resume whatever interaction they left off on. That means that no matter what channel the customers reach out on, the entire history of their interactions with the team will follow them.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Experience Investigators by 360Connext

OCTOBER 3, 2023

At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative. These tools can also identify key themes or trends across huge volumes of interactions. These tools can also work during video calls with customers!

Feedback 270

Feedback How To Social Media Analysis 270

CSM Magazine

DECEMBER 2, 2024

One effective approach for businesses and individuals alike is utilizing 3D video animation techniques. Three-dimensional videos engage viewers and effectively communicate brand messages in an entertaining and humanized manner. When combined with creative narratives, these videos affect audiences emotionally.

Video 52

Video Company Entertainment Brands 52

BlueOcean

FEBRUARY 25, 2019

For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. Our trainers spend a lot of time with new agents, helping them understand the impact of their role when interacting with members. Communicating with Your Frontline Agents. It starts with transparency.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Video Meeting 98

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Key Takeaways First impression surveys are most effective when sent immediately after a key interaction , such as a website visit, a purchase, onboarding, or customer support. First impressions in business? Let’s break it down.

Survey 120

Survey Ecommerce Feedback e-support 120

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

Comm100

NOVEMBER 18, 2021

You have probably interacted with chatbots too, knowingly or unknowingly. Technology doesn’t only come easy to them – it’s where they want to interact. To do so, they must offer them communication channels that they prefer and simply put – students prefer live chat. In both cases, students definitely have.

Chatbots 232

Chatbots Video Wait Times Ecommerce 232

Calabrio

NOVEMBER 25, 2020

Since many try to resolve issues on their own through self-service, live agent interactions often go beyond the routine, standard questions. In addition to greater expertise, they must embrace new communications channels that match customer preferences. But it’s not merely adopting technology for technology’s sake.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

MARCH 25, 2025

Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Weve had automatic transcription of what was said in a video meeting for some time now, but CI takes that transcription data and makes it even more useful in several ways.

Contact Center 195

Contact Center Call Center Software Leadership 195

BirdEye

FEBRUARY 5, 2025

Heres how social media channels influence customer decisions: Visual discovery: High-quality photos and videos shared on your social media accounts spark cravings instantly. Drives real-time engagement: Social media lets you communicate directly with customerswhether its responding to direct messages, announcing specials, or running polls.

Social Media 104

Social Media Tips Marketing Video 104

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Interact with the chatbot on your website. Make a phone call to see how they (customers) are doing.

Survey 345

Survey Social Media Contact Center Call Recording 345

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics? Live Webchat : Instant messaging platforms on websites or apps.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Comm100

MARCH 14, 2022

Citizens expect fast support and communication. To show an understanding and appreciation of this, government agencies must ensure that every interaction protects citizen privacy, including customer service. Watch the video below for the full story. Convenience and speed of government services simply cannot exclude privacy.

Government 245

Government Wait Times Video Guidelines 245

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

CloudCherry

JUNE 13, 2019

The clients’ needs for fast and efficient service are reevaluating the way banks handle their connections and communication with the client. Banks can also interact with their clients more engagingly and provide new solutions that can satisfy customers’ needs and expectations. Investing in Co-Browsing Technology. By Sam Makad.

Banking 267

Banking Tools Engagement Fashion 267

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more). Audio & Video chat.

Video 246

Video Social Media Software Knowledge Base 246

CSM Magazine

DECEMBER 3, 2024

Video Reply App: Add a Human Touch Text-only responses can feel impersonal, especially for complex issues. The Video Reply app lets agents send personalized video replies, walking customers through solutions with clarity and empathy.

Customer Experience 52

Customer Experience Video Exceptional Customer Service Omni-Channel 52

Steve DiGioia

MAY 17, 2021

To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. These are 5 things that companies need to design into their customer service interactions. C ommunication – Clearly communicate the process and set expectations.

Customer Service 341

Customer Service e-support Self Service Customers 341

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Another trend to emerge throughout the increasing digital interactions has been the use of video.

Customer Experience 221

Customer Experience Social Media Video Customers 221