Sprinklr

OCTOBER 5, 2021

It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still, because they are looking for a way to gain free or discounted products and services. The truth is that most customers who lodge complaints do so because they are at their wits’ end — and just want their issue resolved.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

Uniphore

NOVEMBER 16, 2021

A conversational automation platform that includes AI-powered interaction analytics for voice, email, and chat interactions helps banks uncover the true reasons for customer churn, drive 100% compliance, and identify other core, customer- and agent-centric opportunities for operational improvements.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

MattsenKumar

SEPTEMBER 21, 2023

According to PwC , 73 percent of customers now say CX is the one thing they consider when deciding whether to purchase from a company. The Meteoric Rise of Speech Analytics The gradual rise in customer expectations has driven businesses to invest in innovation like Speech Analytics lately.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Hodusoft

FEBRUARY 29, 2024

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Ensuring data privacy and compliance with regulations is paramount. Keeping customers satisfied can require agility and flexibility.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

CommBox

DECEMBER 14, 2023

With a keen focus on their multifaceted capabilities, we will delve into how these chatbots, equipped with Agent AI Assist , are not only providing round-the-clock support but also efficiently handling repetitive tasks and delivering personalized experiences through the lens of customer service automation.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Zendesk

FEBRUARY 29, 2024

This integration equips support teams with all the necessary tools and information to effectively resolve customer issues, ensuring a seamless and transparent post-purchase experience that not only meets but exceeds customer expectations.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Taylor Reach Group

MAY 14, 2017

Self-service by customers has already led to a reduction in agent numbers, but customer expectations have increased and immediate access to information is expected without wait times. . Service can be delivered by phone, email, web chat, self-service, mobile apps and social media as well as virtual agents.

Contact Center 79

Contact Center AI Artificial Intelligence Compliance 79

DMG Consulting

DECEMBER 7, 2021

It should be used to identify the products and services that are trending at any given time, positioning companies to more quickly meet the needs and wants of their customers. Many other departments will also benefit from gaining a first-hand view of customer expectations and feedback.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business.

Contact Center 52

Contact Center Compliance Healthcare Education 52

Fonolo

JUNE 3, 2021

as modern customer expectations evolve, businesses must change their service approaches accordingly. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

ProProfs

JANUARY 30, 2023

For example, here’s what learning expert Matthew Tang says about the frequency of refresher assessments for compliance training. If employees don’t meet compliance measures, people can die. You can conduct such assessments every month, two months, quarter, etc., depending on the course material’s complexity and your requirements.

Compliance 52

Compliance Start-ups Customer Relationship Management Retail 52

Zendesk

NOVEMBER 28, 2023

AIaaS is a cost-effective way for businesses to use plug-and-play AI functionality to keep up with evolving business trends and customer expectations —without heavy IT spending. Compliance with regulatory standards: Regulations governing the use of AI may vary across industries or locations.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Zendesk

SEPTEMBER 15, 2021

With a good customer experience, your customers also expect security and privacy. Often, risk comes from human error, from either the customer’s end or your agents. Your customers expect to get answers to questions quickly and when they trust you, many unknowingly share sensitive information, often in unsecured ways.

CX 97

CX E-commerce Machine Learning Social Media 97

Hodusoft

MARCH 6, 2024

Some of the key customer service challenges faced by e-commerce companies include- Maintaining Consistent and Proactive Customer Support The evolving digital landscape and rising customer expectations make it increasingly difficult for e-commerce businesses to provide consistent customer support across multiple channels.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

NOVEMBER 2, 2017

BPOs Can Exceed Customer Expectations by Offering Call-Backs. As you may already know, BPOs can offer customers exceptional service at affordable prices, with a quantifiable return on investment. Read this datasheet and learn the major reasons why call center BPOs can benefit from offering call-backs.

Contact Center 69

Contact Center Compliance Customer Expectations Technology 69

VOZIQ

NOVEMBER 2, 2022

Customers are being exposed to irresistible offers making their expectations spike up, even more so for subscription businesses. So, how do we not just meet but exceed customer expectations like never before? Here are some predictions, tips, and suggestions to understand customers better.

Customer Retention 40

Customer Retention Customer Acquisition Compliance AI 40

VOZIQ

NOVEMBER 1, 2022

Customers are being exposed to irresistible offers making their expectations spike up, even more so for subscription businesses. So, how do we not just meet but exceed customer expectations like never before? Here are some predictions, tips, and suggestions to understand customers better.

Customer Retention 40

Customer Retention Customer Acquisition Compliance AI 40

Zendesk

OCTOBER 4, 2023

Robotic process automation also uses data to follow predefined rules and compliance standards. When you equip your support teams with AI-powered tools like chatbots, virtual assistants, and agent workspaces that enhance productivity, you empower them to take customer service to the next level—and maybe even capitalize on sales opportunities.

Artificial Intelligence 52

Artificial Intelligence Sentiment Analysis AI Machine Learning 52

Fonolo

JULY 5, 2022

Some people aren’t used to an environment where excellence is expected.” But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. Look back at your customer feedback. Was the customer impressed and satisfied?

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

Uplifting Service

JANUARY 28, 2020

Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements in customer experience.

Compliance 52

Compliance Customer Journey Map Customer Expectations Customer Experience 52

Zendesk

DECEMBER 15, 2023

This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. They can do this through real-time team management and a commitment to monitoring daily productivity—aspects that help businesses meet customer expectations and maintain team efficiency.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Confirmit

MARCH 4, 2017

As customer expectations grow and businesses look to achieve that differentiation beyond just price, customer experience has become the battleground for many industries. The number of customer service channels and touchpoints has increased, and creating positive and consistent experiences has become a real challenge.

Compliance 40

Compliance Voice of the Customer Touchpoint Customer Expectations 40

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations AI Machine Learning Technology 88

Hodusoft

OCTOBER 19, 2022

Implements self-service options A staggering 81% of customers look for self-service options before contacting a live agent. Therefore, financial businesses must enhance their self-service capabilities to meet customer expectations. By implementing IVR systems and chatbots, and creating content around common customer issues.

Contact Center 52

Contact Center Finance Omnichannel CRM 52

SurveySensum

APRIL 1, 2024

This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately. Quality should be at the forefront of a startup’s mission, as it is a critical component in fostering customer trust and loyalty. Compliance : Adhere to legal and industry regulations.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal.

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Experience Investigators

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” This can be especially important in industries with regulations and compliance rules.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

Zendesk

MAY 2, 2022

As the company expanded to larger customers with more complex needs, Zendesk helped Luma Health drop their wait times by 30 percent, raise CSAT by 5 points, and maintain compliance. We don’t need external tools anymore to provide data or get data from customers. “We ” Bill Dougherty, Omada Health.

Healthcare 52

Healthcare Net Promoter Score Customer Experience Hospitality 52

Hodusoft

NOVEMBER 27, 2022

Call routing 82% of customers expect their issues to be resolved by talking to one agent. When calls are routed without any specific strategy, it leads to multiple transfers hampering the customer experience. Therefore, reliable telemarketing software must assure security compliance to protect business and customer data.

Sales 52

Sales CRM Omnichannel Social Media 52

Confirmit

JULY 6, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 4, 2018

While the phrase “Voice of the Customer” may have been around for a long time, what we truly mean by the term has evolved dramatically. Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high.

Voice of the Customer 40

Voice of the Customer VOC Compliance Touchpoint 40

DMG Consulting

MARCH 8, 2019

Robotic process automation (RPA) is another valuable tool in contact centers, relieving agents of repetitive, non-cognitive tasks, including the time-consuming processes required for compliance with two-factor authentication. Robotic process automation (RPA) and IVAs are going to be used to enhance the customer and agent experience.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

Lightico

DECEMBER 20, 2021

In the wake of intensified competition and unprecedented consumer need for digital and mobile experiences, insurers and brokers have invested in mobile app projects in recent years… but are these investments delivering the mobile-first experiences today’s customers expect? Insurance professionals across the U.S.

Hospitality 98

Hospitality Hospitality Start-ups Sales 98

Hodusoft

JUNE 4, 2021

Customers share a relationship with their bank that runs for years, and sometimes through life. With countless transactions taking place each day meeting customer expectations with finite people at the other end is challenging. Why do you need a call center for banking. Marketing and outreach.

CRM 59

CRM Compliance Customer Relationship Management Retail 59

Lightico

AUGUST 1, 2021

While most banks have long-established customer-facing processes for handling these requests, today’s digital-first customers expect to be able to have these requests turned around with omnichannel convenience they’ve grown to expect from e-commerce giants like Amazon and other retail brands they’ll be charging those cards at.

E-commerce 52

E-commerce Contact Center Compliance Omnichannel 52