Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Customer Service Life

JUNE 5, 2017

She’s the Director of Client Analytics at FCR. The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a call queue. Whether it’s a member of the C-suite, a highly technical IT person, or your frontline staff, your presentation will vary widely.

Contact Center 68

Contact Center Customer Satisfaction Customer Service 68

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives. Where’s the balance? What’s my priority as a leader? Custer vs Grant.

Customer Service 104

Customer Service Gambling Engineering Innovation 104

Customer Service Life

MARCH 5, 2018

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. Another thing that I can remember was the words “Award-Winning Customer Service” appeared in big, bold letters on our site. No one is too high or mighty for customer service. I don’t know for sure.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Intercom

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. Early in 2017, Dan joined the speech analytics startup TalkIQ, which would later be acquired by Dialpad, as their CEO. For Dan, it represents a massive untapped opportunity in business, and that belief keeps driving much of his work today.

Start-ups 111

Start-ups AI Omnichannel Sales 111

VOZIQ

MARCH 11, 2024

on customer profitability, 6.5X on customer retention, and 9X on customer loyalty. At VOZIQ AI , we’ve enabled top-tier recurring revenue businesses to unlock tens of millions of dollars in customer lifetime value through customer analytics by comprehending its profound impact on organizational growth.

Contact Center 40

Contact Center ML Predictive Analytics AI 40

VOZIQ

JULY 18, 2022

Over the years, we have met executives from several pest control companies and realized that customer retention is one of their topmost priorities. As a result, retention teams end up giving expensive retention offers that are not only too late but also not relevant to every customer, leading to a poor retention ROI.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Over the years, we have met executives from several pest control companies and realized that customer retention is one of their topmost priorities. As a result, retention teams end up giving expensive retention offers that are not only too late but also not relevant to every customer, leading to a poor retention ROI.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

AUGUST 11, 2021

The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger.

E-commerce 64

E-commerce Customer Service Social Media AI 64

VOZIQ

FEBRUARY 4, 2022

Considering the long-range impact of COVID-19, the role of retention leaders in recurring revenue or subscription-based businesses is becoming increasingly more important and challenging as customer expectations continue to evolve. Customers are more informed, competition is stronger, and service is really today’s only differentiator.

Artificial Intelligence 40

Artificial Intelligence Customer Retention Machine Learning AI 40

Qualtrics

MARCH 6, 2019

Simply having a customer experience management program is no longer a competitive advantage on it’s own – when it comes to competing on experiences, it’s table stakes. In a recent study we conducted with Bain, 97% of executives said that improving customer experience is very important to achieving or maintaining a competitive advantage.

CX 24

CX Customer Experience Social Media Text Analytics 24

Qualtrics

JANUARY 27, 2020

78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,000+ consumers, 100+ contact center agents and thousands of customer journeys. billion customer calls in 2018 alone.

Contact Center 22

Contact Center Predictive Analytics Close the Loop Manufacturing 22

1 to 1

NOVEMBER 22, 2023

With so much change amid the customer experience (CX) landscape, brands are embracing great opportunities – and some challenges – as they navigate it all. These were just some of the topics discussed at Reuters Events’ Customer Service & Experience East 2023 , a recent two-day event in Brooklyn, N.Y.,

CX 26

CX AI Contact Center NPS 26