Callminer

MARCH 31, 2021

Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.

Innovation 182

Innovation 182

Lumoa

MARCH 31, 2021

Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.

Actionable Insights 83

Actionable Insights NPS Net Promoter Score Customer Feedback 83

The DiJulius Group

MARCH 31, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story 6 Steps in Launching a Successful Customer Service Initiative that Lasts Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team. Read Full Article. The post 6 Steps in Launching a Successful Customer Service Initiative that Lasts appeared first on The DiJulius Group.

Customer Service 98

Customer Service Customer Experience 98

Ameyo Callversations

MARCH 31, 2021

In the wake of COVID-19, we realized that the contact centers became a crucial point of contact between customers and the brands. While adhering to the strict lockdown restrictions, it deemed necessary to be available for the customers 24*7. With the pandemic, human-to-human interactions became more relevant and businesses needed a solution that helped them shift to remote work operations overnight.

Contact Center 98

Contact Center Touchpoint 98

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TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online

Omnichannel 98

Omnichannel B2B Customer Service Customer Experience 98

The Customer Service Blog

MARCH 31, 2021

Elon Musk is a business magnate, industrial designer, and engineer. He is most famous for being the founder, CEO, and chief designer of SpaceX and also the CEO, and product architect of the Tesla car company. Musk is a centibillionaire and is one of the richest people in the world. Musk was born to a Canadian mother and South African father and raised in Pretoria, South Africa.

Transportation 52

Transportation Non-Profits Manufacturing Artificial Intelligence 52

Intercom, Inc.

MARCH 31, 2021

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. But there’s an inescapable fact that not every answer can, or should, be automated. After all, not even the best chatbot can help calm an angry customer, investigate a thorny issue, or build rapport with high-value customers quite like your team can.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. This guide will define customer feedback, explain why customer feedback is important, identify different types of customer feedback, and outline tips from customer service experts on how to make the most of it.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Hodusoft

MARCH 31, 2021

For today’s businesses, call centers act as an important platform to get connected with the customers. Through this medium, businesses can resolve customer’s issues, enhance their image, and build a huge customer base. Even customers find call centers an efficient way to connect with a particular business for any kind of assistance. That’s perhaps the key reason that most of the call centers deal with a huge volume of calls.

Customer Satisfaction 52

Customer Satisfaction Technology Technology 52

Zendesk

MARCH 31, 2021

With more people staying home due to COVID-19, there’s a greater need for customer service—Zendesk’s Benchmark Snapshot report found that support requests have increased 16 percent since the pandemic started. Higher volumes of customer requests are making agents more stressed. The Zendesk Customer Experience Trends Report 2021 discovered that 68 percent of support agents feel overwhelmed by the increased workload.

Start-ups 52

Start-ups Retail CRM Engineering 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Qualtrics

MARCH 31, 2021

In early 2020, the pandemic upended life as we knew it. Many were left wondering what impact the sudden shift would have on the future of experience. Employee experience was bound to look different , as millions of workers went remote for the first time, while customer experience was tailored to mandatory safety protocols. A year later, businesses and organizations have another change for which they must prepare: vaccines.

Education 49

Education Healthcare Customer Experience 49