Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Magellan Solutions

DECEMBER 12, 2023

You’ve tried calling their hotline, but the wait time is too long. On average, 51% of companies use at least eight channels to interact with customers, including emails, social media, websites, phones, live chat, and in-store. Around 78% of customers use various channels to complete a transaction.

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. This slows down resolution speed and leads to much longer wait times.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

BlueOcean

APRIL 7, 2025

Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 240

Customer Service Strategy Self Service How To 240

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

MAY 16, 2021

And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience. Customer experience has emerged as the difference between a sale and a lost customer. Why your team needs customer support software .

Software 236

Software Social Media Knowledge Base Omni-Channel 236

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations. Personalization.

Meeting 244

Meeting Brands Customer Service Omni-Channel 244

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Are you able to understand what your customers are telling you?

Software 130

Software Customer Journeys Tools Contact Center 130

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Omni-Channel Will Be the New Multi-Channel.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. Be everywhere your citizens are with omnichannel.

Government 246

Government Omni-Channel Wait Times Software 246

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. The state of customer service.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Comm100

NOVEMBER 28, 2022

Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. Automation takes off.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

InMoment XI

SEPTEMBER 18, 2024

So, what does it take to create an exceptional customer experience in healthcare? Discover the most important factors, common challenges, and top trends shaping the future of healthcare customer experience—and how you and your organization can lead the way. What is Customer Experience in Healthcare?

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. This slows down resolution speed and leads to much longer wait times.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice. Support at any time of the day .

Engagement 245

Engagement Omni-Channel Chatbots Social Media 245

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Meeting Customer Demand.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

GetFeedback

AUGUST 15, 2018

It’s no surprise that successful brands are built on the positive relationships they create with their customers. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

Omni-Channel 150

Omni-Channel Effort Score Customer Satisfaction Measurement 150

Comm100

MARCH 21, 2022

This inherent and necessary fact can lead to frustration with government service delivery, and is a key reason why government customer satisfaction falls so far behind the private sector. With that said, there are still many ways that governments can break down these silos, with digital omnichannel platforms being one.

Government 234

Government Omni-Channel Wait Times CRM 234

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. In 2021, US banking customers that identified as ‘phygital’ grew by 17%. Why digital transformation is crucial.

Chatbots 244

Chatbots How To Omni-Channel e-support 244

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Leverage omnichannel analytics tools to understand true customer insights. .

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Comm100

MARCH 9, 2022

Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too. Traditional phone support tends to result in lengthy wait times as members wait for an available agent.

Strategy 241

Strategy Omni-Channel e-support Financial 241

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

MARCH 23, 2022

Today’s financial customers demand speed and convenience through digital services, and credit unions are taking notice. Unlike phone support that comes with long wait times and frustrating IVR, live chat allows members to quickly reach out and receive the answer to their problem in real-time. We love our chatbot.

Chatbots 246

Chatbots Social Media Banking Omni-Channel 246

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Think about the last time you had to navigate a clunky website or deal with a long-winded support call. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. Frustrating, right?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116