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Customer Empathy - Your Secret Weapon for World-Class Service

Customer Empathy - Your Secret Weapon for World-Class Service

While customer service and customer experience are important, today, more and more businesses are looking to take it to the next level, leveraging customer empathy to effectively understand their customers and market from a holistic viewpoint.

Building empathy into your operational model, training and empowering your workforce to emotionally connect with customers, and proactively communicating are ways in which you can truly understand your customer. This deep understanding is what often leads to an improved bottom line, facilitating benefits like transformed corporate culture, better team alignment and motivation, improved cost efficiencies, and a beneficial improvement and growth cycle.


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Customer Empathy: 5 Ways to Make it the Heart of Your CX Strategy

Customer Empathy: 5 Ways to Make it the Heart of Your CX Strategy

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment.  We are arguing that “feeling” and “emotion” are pivotal components of customer centricity.  We are advocating for an empathy-driven approach to the experience.


As 2018 commences, it is time to position empathy where it belongs: at the heart of your customer experience strategy.


The upcoming CCW Nashville will provide a plethora of tips, strategies and best practices for uncovering, assessing and leveraging customer sentiment within your contact center strategy.  Ahead of the event, the CCW Digital Analyst team prepared five quick tips for becoming a more empathetic, sentiment-driven organization.


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Chatbots: Everything You Need to Know

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

  • Embracing a digital friendly future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

Some of the key thought leaders that are featured are:

  • Matt Swanson, CEO, Augment Solutions
  • Christopher Keenan, Head, Worldwide Medical Contact & Insights, Bristol-Myers Squibb
  • Michael Klein, Director of Industry Strategy and Marketing, Retail, Travel and CPG, Adobe Systems
  • Shep Hyken, Chief Amazement Officer, Shepard Productions
  • Gadhi Shamia, COO, Talkdesk
  • and more!

 

The Importance of Speed & Efficiency

The Importance of Speed & Efficiency

Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave quick resolutions, so speed & efficiency will prove to be the experience differentiator in customer service. We spoke with several experts to get their take on the importance of speed & efficiency in the industry.

If you would like a copy of this whitepaper to be sent to you directly, e-mail us at enquiry@iqpc.com.