Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 63

Customer Service Omnichannel Social Media AI 63

Fonolo

DECEMBER 18, 2018

We made it to the last blog post of 2018. 135 blog posts. New customers. What drives us is our deep belief in strengthening customer service and customer experience for call centers and contact centers across North America, and the knowledge that our solutions are making customers happier than ever.

Contact Center 70

Contact Center Artificial Intelligence Social Media Touchpoint 70

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. Ian Jacobs (@iangjacobs) July 5, 2018. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 72

Contact Center AI Technology Technology 72

Fonolo

AUGUST 16, 2018

It would seem the interpersonal, rich human experiences we have come to expect in our daily lives, as customers and as people, where our baser needs are met (to be seen, heard, understood, and cared for), are scarce. More specifically, they are the Humans of Customer Service. Winning: How to Nominate a Human of Customer Service.

Customer Service 86

Customer Service Social Media CX AI 86

Customer Bliss

NOVEMBER 9, 2017

There’s a continuing focus on brands improving customer experience to lead customer-driven growth. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. A beloved company understands that a good apology strengthens the bond between customers and the company.

Customer Experience 81

Customer Experience CX Start-ups Technology 81

Execs In The Know

APRIL 25, 2024

Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts? years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. trillion by 2032. Air Canada ).

AI 52

AI CXM Engineering Business Operations 52

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Contact Center Priorities for 2018. About: We read, and blog about, a lot of content from Call Center Week. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

CSAT.AI

JULY 24, 2019

Per The Quality Assurance & Training Connection (QATC) 2018 study, turnover in US contact centers alone is “between 30-45% which is more than double the average for all occupations in the U.S.” If you’re in pain you’re not staying to answer customer service queries. ” Intense. Vacation, All I Ever Wanted.

Contact Center 59

Contact Center Sentiment Analysis AI Sales 59

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

Customer Experience 56

Customer Experience Social Media CX Omnichannel 56

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. In this blog, we’ll look at the top 3 reasons why chatbots in credit unions are key to improving member experience and engagement, and why more and more credit unions are adopting them.

Start-ups 63

Start-ups CX Technology Technology 63

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Creating a quality form for your customer service team can be a scary task. At FCR , one of my favorite activities is discussing quality and customer experience with new clients that come on board. What do you call your customers?

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

CSAT.AI

MAY 15, 2018

AI is changing the current customer service sector, but AI has been around longer than most people realize. The difference between an appliance and AI is customization, flexibility and learning. As a result, AI can be beneficial in the customer service space. How AI Benefits the Customer. We Already use AI.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Is this your case?

Technology 77

Technology Technology Agriculture Retail 77

Fonolo

AUGUST 28, 2018

Our favorite chart: 2018 Front Office BPO Omnibus Survey. His blog post is the source of the chart below. The voice channel remains central to delivering good customer service. We hammer on that point very often on this blog because it can be easy to lose sight of that in the sizzle of what’s going with new channels.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

NPS 35

NPS Start-ups Customer Retention Customer Experience 35

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

NPS 32

NPS Start-ups Customer Retention Customer Experience 32

PeopleMetrics

DECEMBER 5, 2014

I dove right into the omni-channel AT&T customer experience. I presented my driver''s license with an expired date on it, alongside a temporary license valid until 2018, my social security card and a credit card in my name. AT&T Customer Service Rep (c. Last week my 14-year-old son''s phone stopped working.

Voice of the Customer 76

Voice of the Customer Legal Education Customer Loyalty 76

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Transportation 33

Transportation Entertainment Sports Social Media 33

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members. Current members are ‘phygital’.

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Podcast Transcript: Sarah: (00:12) Welcome to the Future of Field Service podcast.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

DECEMBER 12, 2018

By early 2018, Brinker had updated it with almost 2,000 more vendors — that’s nearly 7,000 marketing software companies fighting for the same buyers’ attention. Marketing technology – or MarTech – stacks are the groups of technologies that marketers use to execute, analyze and improve their marketing across the customer lifecycle.

Technology 223

Technology Technology B2C B2B 223

Zendesk

MARCH 22, 2021

In 2021, customers can check a business’s reputation just by pulling out their phones and doing a quick search. These days, 87 percent of buying decisions begin with research conducted online before the purchase is made,” says Rani Sivesind , a customer success operations manager at Zendesk. What is a customer testimonial?

B2B 98

B2B Entertainment Start-ups B2C 98

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo. ” 6.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. It’s not for lack of material!

Contact Center 57

Contact Center Technology Technology CRM 57

Return Customer

JULY 10, 2019

The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. Owing to the choice overload, a business is always at risk of losing its customers for some reason or the other. Huffpost ).

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. Customer success is a rapidly growing industry and trends come and go quickly. This doesn’t mean go back through every single piece of customer data to find holes. Is it growing customer upsells?

Start-ups 63

Start-ups Customer Satisfaction Technology Technology 63

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Chat, Messaging, and Customer Service.

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 62

Lightico

OCTOBER 1, 2021

Traditional banks are scrambling to keep up with digital trends and in some cases going digital themselves. In this blog post, we will review four of the top digital banking companies. According to Citibank, one of the most commonly used applications in 2018 was mobile banking apps. Top Digital Banking Companies.

Technology 52

Technology Technology Customer Experience 52

Comm100

JANUARY 5, 2021

Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. After all, customers often share personal and sensitive information with agents, and it’s critical that none of it falls into the wrong hands. This is understandable.

Compliance 52

Compliance Pharmaceutical Healthcare Government 52

Aquire

JULY 5, 2021

Want to improve customer service? To help, we compiled a list of 12 incredibly useful customer service KPIs you need to start tracking for your business. Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Customer Service Life

APRIL 16, 2018

This article was originally published on the FCR blog on March 30, 2018. Here’s a working definition to get us started: Workforce management in the contact center is about predicting the staffing required to handle customer contact volumes within a desired service level. Click here to read the original.

Contact Center 74

Contact Center Omnichannel Start-ups Technology 74