BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. But if that interaction also results in a negative experience, the customer support experience can become the straw that breaks the camel’s back. Are you ready to protect yourself against this expense?

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

TechSee

JULY 18, 2019

Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless customer experience.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. The same technology can also streamline live interactions, eliminating redundancies—like having to repeat information to agents—and automating compliance, privacy and follow-up actions. Compromised trust.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. This aligns all team members around the experience they should strive to provide regardless of if they interact with customers directly or not.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

GetFeedback

DECEMBER 26, 2018

Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Download the new ebook to learn more. But it’s not just messaging that steers the ship.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

AUGUST 14, 2019

There’s a standard in each of these interactions, and that standard has likely caused you as a customer to pause and wonder if something can be done differently or better to improve the interaction. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Free CSAT Calculator. Get Calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

BlueOcean

MARCH 3, 2025

The only interaction so far is the RFP. The Role of Procurement How would you describe the role of procurement in an increasingly complex business landscape? The thing about strategic sourcing and supply chain is that you usually dont hear much about it unless something goes wrong.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Uniphore

AUGUST 6, 2021

Download eBook. Antiquated knowledge bases and hit-the-ground-running onboarding practices continue to frustrate contact center workers, hindering customer interactions and fueling employee disengagement and attrition. How Much Is Employee Disengagement Costing Your Contact Center? The New Normal. Drowning in Complexity.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. You can download the entire book here.

Touchpoint 150

Touchpoint Software eBook Management 150

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. You can download the entire book here.

Touchpoint 150

Touchpoint Software eBook Management 150

Uniphore

JUNE 10, 2021

Download eBook. Agents were overwhelmed by the business, products/processes or customer-interaction technology. Automation can cut onboarding time by freeing agents to focus on higher priority interactions. As a result, our products and services have created more meaningful customer interactions worldwide. Read More.

Call Center 246

Call Center Self Service Contact Center eBook 246

Interactions

NOVEMBER 11, 2024

Consumers today are driven by efficiency, convenience, and accuracy when they interact with brands. This means ensuring that empathy is embedded in every customer interaction. The Transformative Role of AI in CX At Interactions, we’ve seen firsthand how AI can transform the customer experience in retail.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

Vonage

DECEMBER 13, 2018

List eight to twelve principles that make up your philosophy for customer-facing interactions. For example, “When it comes to interacting with customers, there are no ‘not my job’ tasks in our organization."). For more on this subject read our ebook and make your customer service experience great!

Survey 215

Survey Customer Service Guidelines eBook 215

Playvox

DECEMBER 13, 2022

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

Interaction 84

Interaction Contact Center How To Self Service 84

Optimove

OCTOBER 14, 2024

Use data-driven insights to understand customer preferences, behaviors, and past interactions, ensuring that every message is personalized and relevant. eBook: 9 Creative Email Tactics Download this eBook to find new ways to “wow” customers and cut through the clutter with engaging, relevant emails.

Consumers 59

Consumers Marketing eBook Omni-Channel 59

Alida

APRIL 7, 2016

Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Scott Miller, CEO of Vision Critical and author of the ebook No Spam Surveys: Why Ad-Hoc Surveys Don’t Work , agrees. Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys.

Survey 169

Survey Software Company eBook 169

Comm100

JULY 6, 2021

Comm100 Task Bot is a free, fun, and interactive chatbot that helps businesses of all sizes to increase engagement and drive sales. A task bot can be used to gain leads for: Webinars Newsletters Events eBooks Product demos Follow-ups And much more. Say hello to Comm100 Task Bot ! Comm100 Task Bot can also be used for meeting bookings.

Chatbots 264

Chatbots Sales eBook Resources 264

Uniphore

JUNE 16, 2021

These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction. For more information about agile learning and the power of Agent Assist, check out our eBook and get in touch today! *HFS Research 2020. ”) The result?

Contact Center 204

Contact Center Training Call Center How To 204

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. At first, we were surprised at how popular this interactive live chat ROI calculator is, given how many organizations already use live chat. Calculator: Live Chat ROI Calculator.

eBook 130

eBook Chatbots Infographics ROI 130

Comm100

JULY 5, 2022

Since front-line agents interact with customers daily, their knowledge can be invaluable when determining how to build a chatbot. For more detailed support with building your Comm100 chatbot, you can read our full eBook here – Know Before You Bot: Straight answers to the 10 most important questions about getting started with chatbots.

Chatbots 244

Chatbots How To eBook Resources 244

Comm100

MAY 13, 2020

The solution that you choose should have a comprehensive console to receive omnichannel interactions. Chatbots have proven their value by handling 68% of chats on live chat and earning a higher customer satisfaction score than agent-only chat interactions. This blog post is a snippet from our eBook, Mastering Omnichannel CX.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

InMoment XI

NOVEMBER 21, 2022

Employees should be trained to create positive interactions from the beginning all the way up to the final moment of purchase. Now that you’ve learned how to build customer trust and loyalty, read our eBook to learn about how that trust and loyalty can drive cross-sell and upsell opportunities!

Loyalty 195

Loyalty How To eBook Social Media 195

InMoment XI

AUGUST 22, 2022

Encourage Cross-Sell and Upsell: 41% of customers are more loyal when they interact with employees with positive attitudes. Check out this free eBook! Boost Brand Perception: 70% of customer brand perception is determined by experience with people. Companies with engaged employees are 21% more profitable.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

InMoment XI

FEBRUARY 15, 2022

Both types of experiences have their pros and cons, and it’s our job as experience professionals to deliver an integrated interaction that brings forth each of their valuable qualities. It’s clear that, when it comes to retail, customers want a blend of digital and in-person experiences, not just one or the other.

Retail 195

Retail Consumers Social Media eBook 195

Interactions

AUGUST 6, 2024

The key to providing stellar customer interactions is some behind-the-scenes magic: human assistance for AI. At Interactions, we’ve created a nuanced method to flip the traditional agent assist paradigm, so that humans assist AI instead of the other way round. Typically, we see those words in the opposite order.

Interaction 62

Interaction Self Service Contact Center Entertainment 62

Interactions

AUGUST 6, 2024

The key to providing stellar customer interactions is some behind-the-scenes magic: human assistance for AI. At Interactions, we’ve created a nuanced method to flip the traditional agent assist paradigm, so that humans assist AI instead of the other way round. Typically, we see those words in the opposite order.

Interaction 62

Interaction Self Service Contact Center Entertainment 62

Experience Matters

APRIL 24, 2015

Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years. This eBook has been translated into many languages and downloaded by over 100,000 people across multiple sites.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Experience Matters

FEBRUARY 11, 2015

Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions.

Video 120

Video Customer Journeys eBook Groups 120