BlueOcean

APRIL 15, 2019

So, what is the best way to support customers with extremely high service expectations? How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Plus, by consistently delivering exceptional service, you can attract and retain customers, leading to increased revenue and market share.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Comm100

JANUARY 13, 2022

Digital omnichannel. Today’s consumers will no longer be satisfied with one or even two available customer service channels. Omnichannel support not only offers customers the choice to find the answer to their questions via live chat, chatbot, social media, email, SMS, and a knowledge base.

Omni-Channel 235

Omni-Channel Customer Experience Chatbots Knowledge Base 235

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

CSM Magazine

MARCH 28, 2025

To save you time, weve compiled a list of the 25 best customer service software tools you should consider in 2025 , broken down into free and paid options that cater to specific needs. Why You Need Customer Service Software Before jumping into our list, its worth understanding what customer service software can do for your business.

Software 52

Software Customer Service Self Service Omni-Channel 52

transcosmos Information Systems

MAY 31, 2018

As a business owner or retailer, taking advantage of these different channels not only allows your business to engage better with buyers who may prefer to shop via one or more channels, but it also means potentially growing your revenue. Some of these channels include desktop, mobile, apps, SMS, and email marketing to name a few.

Omni-Channel 83

Omni-Channel e-support Strategy Multi-Channel 83

Upstream Works

MAY 13, 2020

With many contact centers seeing higher volumes of customer interactions, the five factors for success can help to facilitate great customer care in even the most chaotic of times. The foundation for omnichannel contact center success is your long-term strategy. Agent Tools. CX Strategy.

Contact Center 78

Contact Center Omni-Channel Self Service Customer Journeys 78

Comm100

FEBRUARY 5, 2018

The answer for many businesses was customer engagement software. Today, if you google ‘Customer Engagement Software’, you’ll find that the top results are lists of the best customer engagement tools on the market. Here’s a quick glance at what’s included in this post: What Is Customer Engagement Software.

Social Media 171

Social Media CRM Self Service Software 171

CSM Magazine

DECEMBER 3, 2019

Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. To reach people and to deliver responses, the routing of information between channels is needed. Ievgen Sliusar.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Omni-channel communication. Proactive outreach.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Upstream Works

MARCH 26, 2020

In this climate of social distancing, remote working will be a boon for driving the adoption of engagement and collaboration tools. The rationale here for use in the business is clear, but the same tools used for collaboration also has newfound utility in the contact center. Upstream Works Video and Co-browse Care.

Customer Care 78

Customer Care Video Healthcare Self Service 78

NICE inContact

JULY 5, 2019

Hot topics: Digital and omnichannel. Dozens of visitors stopped by the NICE inContact booth to catch our CXone demo, which showcased innovations in CXone that revolutionize the agent’s experience of digital and omnichannel. And a human touch is the key success differentiator in a seamless omnichannel customer service environment.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

TechSee

APRIL 10, 2019

Comcast – Omnichannel support. The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

NICE inContact

JUNE 18, 2019

Following these tips will cut costs and increase revenue — all while making your customers happier and more loyal. 1) Go all-in for digital-first omnichannel. Customers want more options for customer service, specifically social media and digital channels. Chatbots do just about everything that customers want.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

NICE inContact

JUNE 11, 2019

But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks.

Industry 136

Industry Self Service Customer Service Banking 136

CSM Magazine

FEBRUARY 21, 2022

Nowadays, it is a standard practice for businesses to have multiple channels for interacting with customers. In this article, Yasar Jameel takes an in-depth look at omnichannel customer service. In turn, it can help in boosting sales, drive customer retention and assist your customer support team.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. These tools include call prioritization, customer identification, recommendation engines and smart agent monitoring and training. Agent training.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. How will omnichannel strategies shift as a result? But we weather the storm. We get inventive. We emerge stronger than ever.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. What makes omnichannel challenging? Retailers have lost millions. What is this process?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

ShepHyken

AUGUST 13, 2021

In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands to deliver an omnichannel customer experience. Separate technical support from core marketing accounts.

Social Media 150

Social Media Customer Experience Management Chatbots 150

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

Software 92

Software Tools Customer Service Self Service 92

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. Cloud-Based Contact Center Technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Experience Investigators by 360Connext

JANUARY 23, 2024

Related: Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders 2. Ignoring the Shift to Not Just Mobile-First, but Omnichannel for Real Customers are increasingly using mobile devices for their interactions. And we can’t forget that customers love seamless experiences.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. New Self Service KPI Metrics. Call Deflection Rate.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Are the tools easy to use? Can they solve a customer’s problem without jumping through numerous hoops? This knowledge will, in turn, allow you to optimize backend tools and technologies. Goal: Adopt Chatbots.

Omni-Channel 101

Omni-Channel Self Service Abandon Rate Policies 101

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Recommended for you : Missing Customer Feedback?

Contact Center 145

Contact Center Report Customer Journeys Customer Centricity 145