Callminer

MAY 12, 2020

An integrated, comprehensive software solution, such as a multi-channel text and speech analytics tool , analyzes all interactions between your agents and your customers for a unified, comprehensive view of the customer journey that allows for historical contextual analysis. Compliance Features. Choose Partners, Not Providers.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). Being transparent about the data that drives AI models and their decisions will be a defining element in building and maintaining trust with customers.

AI 52

AI Artificial Intelligence Legal Machine Learning 52

CSAT.AI

FEBRUARY 5, 2020

for customer experience and quality assurance, your new best friend. supports your agents with real time feedback enabling them to provide excellent customer experience. The Power of QA/Compliance Automation. Timesup on agents routinely harassed by customers: being sworn at or called names. With CSAT.AI

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

ECXO

AUGUST 15, 2023

Perhaps the most important step is to devise a plan for how (a use case) a digital twin of the customer will be used, what data is needed (organic and synthetic), and what the end goal is (it should be to support the two main goals of digital transformation—increased business efficiency and an improved customer experience).

Manufacturing 98

Manufacturing Artificial Intelligence Machine Learning Legal 98

PeopleMetrics

JANUARY 19, 2018

If a pharmaceutical company is able to break down these walls and provide world-class patient services, they can make it easier for healthcare providers to create a great experience for their patients. The Future. The conversations vary, of course, based on each groups’ respective patient touch points.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

Lightico

MAY 4, 2022

Here, we’ll show how a visual cart, shared review, and digital terms and conditions can ensure total compliance while maintaining speedy and delightful transactions. Verbal scripts are tedious for agents to read and customers to listen to. They lead to post-call cancellations, and expose telcos to compliance risk if mishandled.

Compliance 52

Compliance Legal Sales Government 52

Lightico

JANUARY 31, 2022

Until recently, healthcare providers viewed consumers using their services strictly as patients – the notion of a healthcare customer was a sore spot inside many health systems as medical staff found this degraded their skills and importance. Data privacy and compliance risks.

Healthcare 52

Healthcare Compliance Legal Contact Center 52

Helpt

MARCH 3, 2023

Support teams that are based in the same country or region as the business they are supporting are more likely to understand the cultural nuances and expectations of the customers they are serving. This can lead to a better customer experience and increased customer satisfaction.

Compliance 52

Compliance Legal Customer Satisfaction Technology 52

Lightico

NOVEMBER 16, 2022

Customers dealing with complicated or stressful loan modification processes are prone to repeat calls, straining contact centers and increasing overhead costs. Even once the loan modification request is received and the terms are modified, the customer experience has already been tarnished. This can put customer loyalty at risk.

Compliance 52

Compliance Legal Contact Center Omnichannel 52

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

MattsenKumar

MARCH 7, 2023

Compliance Localizing eLearning materials can help EdTech firms comply with local laws or regulations in different countries where they are operating. In some countries, there are laws and regulations in place that require content to be localized in order to be legally available.

Compliance 52

Compliance Education Legal Customer Loyalty 52

Beyond Philosophy

OCTOBER 6, 2015

BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico. Owners of the affected models will be seeking “unspecified punitive damages and legal fees, among other things,” according to the Chicago Tribune.

Compliance 162

Compliance Legal Government Customer Loyalty 162

SugarCRM

OCTOBER 17, 2023

Legal and Compliance Risks : Rushed marketing campaigns may overlook legal and compliance requirements, exposing the company to legal liabilities and fines. This can lead to missed chances to gain a competitive edge or enter new markets, which can have long-term financial consequences.

AI 26

AI Predictive Analytics Legal Social Media 26

DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments. Sentiment analysis, for example, provides insights into the experience of both the customer and the employee.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Lightico

APRIL 17, 2023

With the right solution, lenders can avoid defaults and repossessions, reward responsible borrowers, and improve their overall customer experience. Moreover, collections departments in auto finance companies are often bogged down with legal demands and chasing customers.

Finance 52

Finance Net Promoter Score Legal Compliance 52

Zendesk

MARCH 9, 2023

Though both companies were hyper-focused on customer experience, the business environment for each was drastically different. Fonseca recently sat down with the Sit Down Startup podcast to share her founder experience. Marketing doesn’t only come into play, it needs to be more meaningful for customers and prospects.

Machine Learning 52

Machine Learning Legal Compliance Start-ups 52

DMG Consulting

AUGUST 10, 2018

Organizations are starting to leverage these sophisticated technologies to re-engineer service experiences that combine the best of self-service with live agent support, a winning experience for enterprises, who have a fiduciary responsibility to reduce operating costs, while also providing an highly effective personalized customer experience.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Contact Center Legal 78

SurveySensum

DECEMBER 12, 2023

Only the essential details of the customer as per the business requirement should be asked for, to minimize the risk of a data breach as well as other compliance and legal issues. Only Ask for the Essentials: A survey form should be concise and to the point.

Customer Survey 52

Customer Survey Legal B2C Compliance 52

SugarCRM

DECEMBER 21, 2023

Correctly selected, they have the IT features and capabilities that help you save time and boost sales by offering clear insights on prospects and customers along their life cycles. It meets your business needs as your company grows. It helps you maintain proper performance levels across your tech stack.

CRM 26

CRM Compliance Legal Technology 26

Zendesk

JUNE 29, 2023

Powered by Generative AI, the platform can automate customer experiences with chatbots and voicebots across channels while significantly reducing operational costs. Everlaw Everlaw (Support) helps legal teams navigate the increasingly complex e-discovery landscape to chart a straighter path to the truth.

Invoicing 52

Invoicing AI Legal CRM 52

Lightico

JULY 26, 2023

Furthermore, by automating loan document processing and reducing manual efforts, document AI contributes to faster loan approvals and a streamlined customer experience. This leads to increased customer satisfaction and loyalty. Additionally, the insights gained from document AI can support cross-selling opportunities.

Artificial Intelligence 52

Artificial Intelligence Unstructured Data AI Data Entry 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 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

Lightico

AUGUST 11, 2021

Branch staff wastes time with servicing while rightly hearing questions from customers about why they can’t just do this online. This friction also spills over to the customer experience. In the screenshot below, you can see why this flow was such a customer experience fail. Ensure consistent compliance.

Compliance 52

Compliance NPS Touchpoint Start-ups 52

Neosperience

MARCH 17, 2023

In 1999 the first version of the Web Content Accessibility Guidelines (WCAG) saw the light of day: as we will elaborate in the dedicated section, these guidelines provide a standard for evaluating web accessibility according to three progressive levels of compliance (A, AA, and AAA). 2021-03), correspond to the WCAG 2.1

Artificial Intelligence 52

Artificial Intelligence Compliance Transportation Legal 52

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. Artificial Intelligence is paramount for contact centres due to its transformative impact on customer experiences and operational efficiency.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

ClearAction

MAY 24, 2016

Industrial customers have a lot riding on most things they buy. High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. B2B Customer Experience Influencers.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Hodusoft

OCTOBER 19, 2023

Delivering incorrect information and inappropriate handling of customer inquiries can lead to costly callbacks and the involvement of other important resources. Compliance and Regulatory Adherence: Quality assurance also includes compliance and adherence to regulatory requirements.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Comm100

SEPTEMBER 3, 2019

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. HIPAA compliance is far from simple, and any vendor that says otherwise is likely not offering the degree of security and/or shared responsibility that you need to engage safely in digital patient communication.

Compliance 40

Compliance Healthcare Legal Customer Experience 40

Customer Experience Matrix

AUGUST 27, 2020

Until recently, most marketers were content to leave privacy compliance in the hands of data and legal teams. This means marketers must become increasingly involved with the privacy systems to ensure a positive customer experience, gain access to the data they need, and ensure they use the data appropriately.

Legal 60

Legal Invoicing Compliance Government 60

Beyond Philosophy

MARCH 26, 2021

For example, the local government decides that everybody needs to wear a mask in specific settings; it is then up to businesses to enforce compliance with their customers wearing masks. Feelings, as you know, are vital to the outcome of your Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Government 78

Government Sports Legal Compliance 78

Lightico

JULY 5, 2021

As a result of these service-level issues, customers are at risk of escalating their cases, getting entangled in legal disputes, and even churning. Valuable employee time is wasted on multiple or incremental contacts with customers. Improved Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT). The Bank Pain.

NPS 52

NPS Net Promoter Score Legal Compliance 52

SugarCRM

JULY 23, 2019

DocuSign offers a very high level of compliance with security standards and eSignature regulations, including compliance with the ESIGN Act and is authorized by the Federal Risk and Authorization Management Program (FedRAMP) for use in government agencies. Benefits of Sugar and DocuSign integration.

Real Estate 20

Real Estate Invoicing Compliance Legal 20

Lightico

AUGUST 5, 2021

But processing of SCRA requests to date has been filled with friction and frustration — banks and financial institutions today need a swift and efficient way to manage these processes while ensuring compliance. In this blog, we’ll explain: The purpose of SCRA, eligibility for benefits, and what these benefits include for banking customers.

Compliance 52

Compliance Legal Contact Center NPS 52

SugarCRM

MARCH 1, 2018

The power now lies with the customer (as it should be). With all the fretting about compliance, it’s easy to forget the purpose of GDPR is to protect and empower individuals. A majority of right to erasure requests will come after an unpleasant experience with the company. Of course, there is another way of looking at this.

Legal 44

Legal Compliance Start-ups B2B 44