Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Every hour, there are more than 100 million conversations about brands.

Contact Center 100

Contact Center Sales AI B2B 100

Intercom

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. Below are list of KPIs to measure various aspects of a customer service contact center. need different combinations of KPIs to allow the manager to do their job. Number of complaints. Number of escalations.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

Intercom

JULY 26, 2022

As McKinsey notes, this requires a sizable investment in the customer experience, transforming not only employee mindsets, but also operational and IT structures. Once these changes are in place, companies will more often than not recoup costs through revenue growth and customer retention. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

Zendesk

NOVEMBER 16, 2021

No customer knows the job title of the people they interact with, but they do know when that interaction goes south—and any friction a customer experiences is a reason for them to look at other solutions. That’s why a smooth, seamless experience is imperative for customer retention. Connect your teams digitally.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132