Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Comm100

MAY 27, 2024

Customer Satisfaction (CSAT) scores are pivotal for businesses aiming to thrive in a competitive marketplace. These scores not only reflect customer perceptions of your brand but also influence retention, loyalty, and advocacy. Enhancing CSAT is critical for any business that values customer-centricity.

Social Media 40

Social Media Customer Satisfaction Customer Feedback CRM 40

Fonolo

SEPTEMBER 9, 2021

As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. Set your customer service goals.

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. How loyal are they?

VOC 182

VOC Contact Center Net Promoter Score NPS 182

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. What is a Net Promoter Score? Why is a Net Promoter Score important?

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. Call centers have always relied on different forms of automation to provide swift service to their clientele.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. How loyal are they?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

CommBox

DECEMBER 6, 2023

This article explores in detail the transformative impact of live chatbots on agent productivity and how they can serve as a cost-effective solution for any business wanting to take the full advantages of such innovative technology. This results in significant savings on training programs and resources.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively.

Customer Service 90

Customer Service Predictive Analytics AI Artificial Intelligence 90

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is the retention of your customers so high/low?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Logicalware

NOVEMBER 27, 2023

In the spotlight of Puzzel’s annual event, Elevate ‘23, we delved into the critical realms of customer experience and artificial intelligence. Joined by Tanja Ammentorp, Customer Service Director at JYSK , she gave an exclusive look into the strategies and technologies propelling JYSK to the forefront of customer-centric innovation.

Artificial Intelligence 52

Artificial Intelligence Close the Loop Customer Experience Omnichannel 52

Lumoa

OCTOBER 20, 2022

By monitoring what customers are saying about your company online, you can quickly identify how to improve customer experience. Of course, one of the main reasons businesses should focus on customer experience is that it can lead to increased revenue. Satisfied Customers Bring More Opportunities.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Lumoa

FEBRUARY 2, 2023

What’s the Difference Between Customer Experience and Customer Service? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up.

Retail 94

Retail Net Promoter Score Customer Experience CX 94

CommBox

OCTOBER 18, 2023

In recent years, a remarkable transformation has taken place across various industries, ushering in a new era of customer service. Both are incredibly intelligent technologies, each has its different purposes and uses. They can engage with customers at any time, instantly responding to queries and providing information.

AI 98

AI Customer Service CX E-commerce 98

Fonolo

JANUARY 19, 2021

‘Virtual Hold’ is the trademarked name of the virtual queuing solution made by Virtual Hold Technology, the other long-time call-back solution provider. Agent-First Virtual Queuing vs. Customer-First Virtual Queuing. Virtual hold systems also differ in how they connect to the customer at the end of the queue.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Callminer

SEPTEMBER 14, 2020

They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Business analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. The answer is simple: customers have higher expectations for businesses, now more than ever. Embrace new technology.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Callminer

FEBRUARY 26, 2019

That cost alone is a compelling reason for ensuring high levels of customer satisfaction are delivered by your call center. A conservative estimate of the cost of acquiring a new customer across all the main sectors in the survey is £300 per person. Was the customer happy before a bad experience?

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

ECXO

APRIL 29, 2024

It’s about putting yourself in the customer’s shoes, understanding their pain points, and doing everything you can to address them. In this quest for the silver bullet, companies have turned to technology. While these technologies have indeed revolutionized the field of CX, they are not the silver bullet.

CX 95

CX Innovation Technology Technology 95

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

TeamSupport

APRIL 24, 2023

While this is understandable, with the right tools and live chat software, customer support teams’ workload can actually decrease. One of the main advantages of live chat software that is built with the proper technology, is that it does not require hiring more staff.

Customer Experience 98

Customer Experience B2B Gaming Customer Satisfaction 98

Callminer

FEBRUARY 24, 2020

To keep things working smoothly while individual team members are taking a break, you should ensure there is a suitable space away from the main floor that they can retreat to. Technology and Infrastructure.

Technology 207

Technology Technology Customer Satisfaction Contact Center 207

Fonolo

JANUARY 12, 2023

Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . More personalization and better customer experience . In addition to improving customer satisfaction rates and first call resolution, IBM says AI tools lower operating costs.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Callminer

OCTOBER 11, 2018

This cannot be overlooked if a company hopes to have long term relationships and loyalty with their clients, and it is the most critical statistic when evaluating customer satisfaction. However, it is extremely important for customer satisfaction since call center agents are the key to creating and retaining customers.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Lightico

JULY 10, 2021

In today’s digital age, customers have lots of options when it comes to choosing a financial institution to invest their hard-earned money in. Not only that, customer demands have increased with the widespread adoption of technology. Document Collection Improves Customer Satisfaction. The Document Problem.

Artificial Intelligence 59

Artificial Intelligence Customer Experience Customer Retention Technology 59

Ameyo Callversations

JULY 4, 2022

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. As per a recent survey conducted by the company executives across the globe, it is found that according to three-quarters polled claim that their main goal remains professional efficiency.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

CSAT.AI

DECEMBER 16, 2021

Humanitarian issues and equality are key drivers for customer loyalty in the current climate. Bear in mind not all customers appreciate interacting with a customer service department in another country either. Customer perception is linked to customer satisfaction which is in turn linked to company success.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Help Scout

JUNE 8, 2021

Save money that can be reinvested in your products and services: If chatbots can successfully handle a significant number of customer queries, some of your customer service budget could be directed back into core product improvements. The two main types of chatbots. Chatbots come in two main varieties: rules-based and AI-based.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

ECXO

MAY 11, 2023

Before we continue, there’s a good definition from Gartner on what is meant by customer centricity: ‘Customer centricity demands that the customer is the focal point of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.’

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

CommBox

OCTOBER 18, 2023

By leveraging NLP (Natural Language Processing), NLU (Natural Language Understanding), and ML (Machine learning) technologies, conversational AI understands customer intents and provides relevant responses based on existing knowledge from its database. However, generative AI isn’t here to replace conversational AI.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Bill Quiseng

APRIL 18, 2021

While today’s technology can create the opportunities to personalize customer service, it is still up to a person to deliver it. At the same time, retail technology in the form of self-service or contactless purchases may have made it more convenient for the customer, but it eliminated the human connection.

Social Media 167

Social Media Customer Service Education Retail 167

SurveySensum

NOVEMBER 23, 2023

Now, let’s explore the eleven key drivers propelling the digitization of customer experience. Driver 1: Evolving Customer Expectations One of the main factors that make businesses digitize customer experience is the ever-evolving expectations of customers.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer Retention 94

Customer Retention Start-ups Technology Technology 94

Intercom, Inc.

JULY 14, 2020

The emergence of real-time chat has made responding to customers’ conversations in real time easier and in turn, has changed customer expectations forever. Today, customers expect fast, efficient, and personal help. Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. –

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. As the customer support function evolves, so do call center software features. The majority of customers today own more than one device.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105