Fonolo

APRIL 3, 2019

… And w e’re back with another round of the latest and greatest in the customer experience game. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Leanne Park, Director, Contact Centres and Sales. What’s Inside: .

Customer Experience 89

Customer Experience Legal Contact Center Omnichannel 89

Fonolo

SEPTEMBER 28, 2022

The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Customer experience.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Live Chat and the Customer Experience (CX). My opinion is that it is very invasive to the customer experience (CX).

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Callminer

AUGUST 19, 2019

A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data. By introducing redaction technology into your contact center or voice capturing technology you can ensure sensitive data removal for voice and text-based communications.

Compliance 140

Compliance Contact Center Legal Retail 140

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Gauge level of customer satisfaction across all contact channels – phone, digital, mobile.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Gauge level of customer satisfaction across all contact channels – phone, digital, mobile.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JULY 6, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. Gauge level of customer satisfaction across all contact channels – phone, digital, mobile.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

APRIL 14, 2023

Interaction analytics applications capture and report on what is happening, enabling companies to measure the impact of their actions on their customers and prospects. Feature-rich IA solutions deliver significant benefits to contact centers.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

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

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. you are able to search for legal terms/litigious language, and flag those interactions. Real Time Contact Center Agent Support.

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Fonolo

FEBRUARY 20, 2019

Depending on the severity of the crisis, ensure you have a plan and that your legal team is involved if necessary. It’s also important to ensure that you keep brand managers informed and suggest solutions based upon feedback from customers. This is a win-win situation for customers, as well as for contact centers.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Callminer

MARCH 12, 2020

Debt collectors may not contact consumers directly when they know the debtor is represented by an attorney. Interaction analytics solutions can help collections and accounts receivables management (ARM) firms eliminate contact center compliance risk and ensure agent compliance by analyzing every interaction.

Compliance 182

Compliance Contact Center Legal Government 182

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 78

Sports E-commerce Customer Experience Legal 78

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. Flooded call centers.

Healthcare 52

Healthcare Compliance Legal Contact Center 52

Callminer

APRIL 20, 2020

.” – Nicolina Savelli, 5 Tips for Choosing the Right BPO for Your Call Center , Fonolo; Twitter: @fonolo. For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Callminer

FEBRUARY 21, 2018

When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have. Burns Blackwell. TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad.

Contact Center 210

Contact Center CRM Technology Technology 210

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. Lynn Hunsaker.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Hodusoft

OCTOBER 4, 2023

Compliance and risk mitigation: Properly managed communication can help ensure compliance with industry regulations and data protection laws, reducing the risk of costly legal issues or fines. Cloud-based contact centers reduced their IT personnel costs by 15 percent.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

UJET

DECEMBER 17, 2020

There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning.

E-commerce 72

E-commerce Machine Learning Contact Center Sentiment Analysis 72

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. She has a command to write on call center software and new technologies used in contact centers. Lindsey Havens. Jack Barmby.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Execs In The Know

JANUARY 12, 2024

When it comes to customer interactions, having a well-defined human escalation path ensures that issues are resolved promptly and to the customer’s satisfaction. Striking the right equilibrium is key to developing a customer-facing LLM assistant that enhances user experience and meets business objectives.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Taylor Reach Group

NOVEMBER 9, 2018

The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while contributing to the sales goals of the company. Expand channels utilized to connect with customers beyond voice, chat and email.

Outlook 80

Outlook Legal Social Media Contact Center 80

Taylor Reach Group

MAY 14, 2019

This message will set the tone for how your staff will reply to customers and how customers will receive them. Avoid the “robotic, PR crafted, legal jargon, edited by the Chief Financial Officer” response. Instead, draft a genuine apology with clear goals about your next actions.

Gaming 121

Gaming Customer Service Legal Customer Experience 121

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.

Compliance 52

Compliance Legal Contact Center Omnichannel 52

Lightico

AUGUST 9, 2021

This slows completion of these processes and often exacerbates customer stress that’s already running high. In many cases they may not already be a customer of that particular bank and therefore they’ll be asked to verify their identification. Customer experience. Overall time to resolution. NPS / CSAT.

Legal 52

Legal Contact Center NPS Customer Relationship 52

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. We were talking with a client about their brand values.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. This gives them valuable insights and ideas that do not always see the light of day.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces.

CXM 90

CXM Non-Profits Close the Loop CX 90

Lightico

AUGUST 5, 2021

When must banks provide SCRA benefits to eligible banking customers? Any eligible banking customer is legally entitled to receive SCRA benefits on the date they enter active duty. Broken SCRA Processes: Painful for Customers, Risky for Banks. As mentioned, the amount of legal scrutiny and regulation by the U.S.

Compliance 52

Compliance Legal Contact Center NPS 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

Customer Service Life

JANUARY 18, 2019

At FCR , one of my favorite activities is discussing quality and customer experience with new clients that come on board. Only when we have answers to these questions can we begin thinking about our quality forms and the essential elements to great customer interaction. Understanding your brand.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80