InMoment XI

OCTOBER 25, 2024

Are diners mostly satisfied with your food quality, ambiance, and wait times? Or, maybe they have a pleasant time talking to your staff on call, but their in-person interactions end up being the opposite. It’s important to deliver a consistently positive customer experience across all touchpoints.

Feedback 195

Feedback Management Social Media ROI 195

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. These tools often include automation features, such as automated survey distribution and real-time alerts for negative sentiment, allowing for timely responses and proactive customer engagement.

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Support consistent employee training, add customer-centricity into the principles and mission, and involve cx training in the onboarding program.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

SEPTEMBER 18, 2024

It includes every touchpoint—whether it’s the way you’re greeted at the front desk, how well your concerns are listened to during an exam, or how smooth the follow-up process is. Managing customer experience in healthcare involves actively monitoring and improving every touchpoint patients have with your organization.

Healthcare 195

Healthcare Customer Experience Wait Times Touchpoint 195

Calabrio

MARCH 5, 2025

Typically, CX data is gathered from an array of touchpoints and can include information related to both online and offline interactions. Data Collection: Gathering Comprehensive CX Data The foundation of effective customer experience analysis lies in gathering data from a multitude of customer touchpoints. Peckham Inc.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

CSM Magazine

FEBRUARY 6, 2025

Mapping the customer journey means identifying these touchpoints and crafting solutions to elevate their experience. For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Returns, additional support, or onboarding?

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

MAY 7, 2024

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. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 233

Customer Service Strategy Self Service How To 233

CSM Magazine

MARCH 27, 2025

High Agent Attrition: Frustrated employees leave, and high turnover creates inefficiencies in onboarding and training new agents. Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. –> Have a solid, effective and organized system that reduces member waiting time at your branch. It helps you get a bird’s eye view of all member interactions.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. It highlights areas of improvement.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. That means every comment from a detractor gets sent to a manager for follow up, with real-time notifications. I love my Credit Union.”.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

OCTOBER 23, 2024

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. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. What is a Healthcare Contact Center? The benefits of healthcare contact centers extend beyond mere convenience.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. Understand and Optimize your Unique Customer Touchpoints. Stay relevant and super-serve your customers with employee training. AI-powered Call Out Lines save you time and keep your company compliant. More Blogs Menu.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Comm100

FEBRUARY 21, 2019

In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 157

Report Data Wait Times Effort Score 157

Comm100

NOVEMBER 28, 2022

With most common requests handled by automation, wait times are also reduced. For everything else, improved agent availability means that waits are lowered for complex queries too. When connected to an omnichannel platform, a single well-trained chatbot can respond to students on any connected channel – immediately.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. Reduced wait times and faster resolutions.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245

CSM Magazine

OCTOBER 21, 2024

By being accessible and responsive, you not only solve issues faster but also demonstrate that you value their time, enhancing their overall experience with your brand. Train Your Team to Be Customer-Centric Your team is the backbone of your customer service efforts.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. That means every comment from a detractor gets sent to a manager for follow up, with real-time notifications. I love my Credit Union.”.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Think Customers

OCTOBER 14, 2024

AI training simulations offer hands-on practice in a safe environment, real-time knowledge assist can instantly put information at an associate’s fingertips during interactions, intelligent summarization can make sense of complicated interactions, and accent softening and noise reduction can make interactions less frustrating.

Contact Center 52

Contact Center Self Service ROI Training 52

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Within five years, they reduced the number of unhappy customers by 52%, highlighting the power of effective customer service.

Examples 36

Examples Customer Service Case Study Hospitality 36

Thematic

MARCH 30, 2025

That means smart businesses aren’t just waiting for problems to arise—they’re actively using data to stay ahead of the game. Improve Agent Performance for Faster, Smarter Support Let’s be honest—no one likes waiting on hold. The wait time is among the important metrics in customer service.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service.

How To 221

How To Customer Journeys Feedback Survey 221

Kayako

MARCH 29, 2019

If that information changes, be proactive about letting customers know and updating your availability and average wait times across your web properties. Train and Empower Your Reps. Train them on more than just product—teach them how to make customers happy. Train your support team on how to speak in your brand’s voice.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. Staff Training Invest in comprehensive training programs for your staff to ensure they provide excellent customer service. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

Customer Bliss

JANUARY 26, 2018

Because tech companies spend more time with their customers trying to solve a problem in one touchpoint. Larger companies can handle real-time inquiries at a fast pace because they have more resources to invest in real-time chat bot services. And why is that? CX Click To Tweet.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. A company can have the best, trained customer service team providing the highest level of service, but they have no influence over how a customer perceives their brand.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. A company can have the best, trained customer service team providing the highest level of service, but they have no influence over how a customer perceives their brand.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Comm100

FEBRUARY 21, 2019

In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 100

Report Data Wait Times Effort Score 100

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Lack of scalability Call volumes skyrocketed during the pandemic at the same time contact center employees had to shift to work-from-home models. Consumers faced long wait times to reach an agent. Better health outcomes.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

CSM Magazine

FEBRUARY 5, 2025

AI Chatbots and Virtual Assistants Chatbots are often the first touchpoint in a hybrid contact center. Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers.

Contact Center 52

Contact Center Chatbots e-support Social Media 52

Comm100

NOVEMBER 13, 2022

This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife. Founded: 1999.

Tools 238

Tools Customer Service Tips Omni-Channel 238

ECXO

AUGUST 26, 2024

Training Employees in Emotional Intelligence Employees are the frontline in creating a sense of safety and trust. Training them in emotional intelligence can greatly enhance their ability to connect with customers on a human level. When customers feel recognized and valued as individuals, they are more likely to engage positively.

Social Media 156

Social Media Government Connections System 156

Bill Quiseng

JUNE 14, 2023

Even “I’m new here,” or “I’m in training is a Forbidden Phrase. When you say you’re in training, your service is a poor value for their experience. Review all the customer touchpoints and take any negative issues and make them neutral. Minimize wait times. Clean dirty restrooms.

Hotels 109

Hotels Loyalty Wait Times Touchpoint 109

Comm100

SEPTEMBER 10, 2018

Now, while friction in customer service is not as critical, there are times when it’s necessary for a customer to wait. However it’s possible to look for ways to entertain them thinking about another thing to make their wait time go faster. Train your reps to be concise, fast and empathetic.

Customer Service 113

Customer Service How To e-support Customer Journeys 113