Myra Golden Media

MAY 7, 2019

If you’re a hospital case manager, and you’re telling a 71-year-old spouse that her husband needs to check in to rehab tomorrow, what questions might the wife have? In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ”

Transportation 110

Transportation Hospitality Hospitality Case Management 110

Zendesk

JANUARY 31, 2021

This includes all the social messaging channels, messaging for your website and mobile apps, and powerful tools to build chatbots, automation, and case management workflows — all built on an open and flexible platform you can customize to your heart’s content. We call it Zendesk messaging. Automate with a human touch.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Logicalware

SEPTEMBER 8, 2021

It is also integrated with our case management system, which automatically sets up a case. As a result, the support organisation can conclude the case just like that. “The contact centre is integrated with our CRM system so that we can view the CRM profile of the customer who is calling.

CRM 97

CRM Case Management Sales Customer Experience 97

Logicalware

MARCH 28, 2022

Puzzel’s SMS services are provided via our API, Puzzel SMS Gateway, and can be integrated into the Puzzel Contact Centre and Puzzel Case Management. This allows you to manage your SMS communications alongside all other channels. It is also simple to integrate into your cloud contact centre solution.

Customer Experience 98

Customer Experience Social Media Engineering Case Management 98

Logicalware

AUGUST 9, 2023

Use generative AI and ChatGPT to streamline customer interactions Puzzel Case Management’s robust case management system simplifies the management of incoming customer cases, questions, and requests. By implementing Puzzel Smart Chatbot, businesses can reduce handling time and save costs.

Innovation 52

Innovation AI Customer Experience Case Management 52

Customer Think

DECEMBER 7, 2021

Advanced case management capabilities will empower business users to become citizen developers and realize the true value of automation.

Case Management 52

Case Management 52

PeopleMetrics

JANUARY 29, 2014

We encourage our clients to include feedback from the VoC program in regular meetings between employees and managers. Using simple case management and closed-loop systems will ensure that action is taken and documented allowing managers and employees to track their progress. 4) Reap what you sow.

VOC 96

VOC Voice of the Customer Sports Case Management 96

Zendesk

OCTOBER 7, 2021

Services include individualized case management from clinical psychologists, social workers, youth workers, and a therapy dog, as well access to drug and alcohol treatment, mental health support, and a committed group of supportive friends, mentors, and workmates.

Hospitality 98

Hospitality Hospitality Case Management Education 98

Logicalware

JUNE 21, 2023

Book a custom demo and see Puzzel Case Management and Customer Hub in action! [1] Putting the customer in the driver’s seat, Customer Hub allows them to be in control of their support requests, adds ease to email support and personalises the experience. One more touchpoint that’s tailored to your customers.

Case Management 52

Case Management Touchpoint AI CX 52

Comm100

JANUARY 5, 2022

The platform offers built-integrations, case management workflows – all built on an open platform that is easy to customize. Zendesk Chat is part of the wider Zendesk customer service platform, “giving government organizations everything they need to deliver better customer experiences to the public.”

Government 89

Government CRM Omnichannel Case Management 89

DMG Consulting

OCTOBER 6, 2023

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

ClearAction

AUGUST 3, 2015

Granted, everyone is doing case management, following up with low survey raters. An action hero is a "protagonist who primarily uses combat to achieve his goals in a story", according to tvtropes.com , a site that describes character types for fiction works. Yet action is sorely needed!

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

Zendesk

MAY 11, 2022

That’s nearly double the rates seen by customer-facing support teams at B2B and B2C companies. 68 percent of business leaders also recognized a direct link between employee service and business growth. the insights to understand trends and emerging issues in order to continually improve the employee experience.

CRM 98

CRM B2C Compliance Customer Relationship 98

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest.

CX 64

CX Hospitality Hospitality CEM 64

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Sugar Serve is a component of the Sugar platform.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Execs In The Know

APRIL 23, 2021

An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas. In addition to employee surveys, companies should establish an employee elevations program. This allows employees to submit innovative ideas on an ongoing basis, whenever they come to mind.

Innovation 93

Innovation CX VOC Outlook 93

Fonolo

JANUARY 14, 2020

Desk is Salesforce’s support software solution, built to handle multi-channel, mobile, case management and productivity. Top Pick : See the Future of CX: How to listen, interpret, monitor, and act like a leader. Salesforce – Desk.com.

Customer Service 136

Customer Service Contact Center Social Media CX 136

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey? It all begins with response rates.

VOC 61

VOC Double-Barreled Question CEM B2C 61

Logicalware

FEBRUARY 18, 2024

Previously handling 3,000 to 3,500 calls weekly, Kingston Upon Thames has streamlined their operations with Puzzel, now managing 2,000 to 2,500 calls per week.

Government 59

Government Omnichannel Touchpoint Case Management 59

DMG Consulting

AUGUST 14, 2017

Lastly, marketing will need access to the enterprise’s case management solution so they can track the actions taken on behalf of each customer. Additionally, marketing needs to set up goals and service levels for responding to social media posts, to ensure they are handled on a timely basis.

Social Media 59

Social Media Customer Service Contact Center Case Management 59

Confirmit

FEBRUARY 16, 2018

Confirmit Go provides a rich experience to executives and front line case managers using their mobiles to quickly identify and manage customer challenges. Ultimately, mobile access to applications enables a more rapid response to customer feedback, and leads to improved business outcomes.

Case Management 40

Case Management Voice of the Customer Customer Feedback CX 40

PeopleMetrics

AUGUST 22, 2022

Case Management. Asking managers to take action on real-time customer feedback adds new work to their days. A closed-loop feedback program will provide tools to help managers delegate follow-up actions and track the progress of open cases.

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

ClearAction

NOVEMBER 18, 2017

Resolution Metrics: Metrics revolving around survey action alerts (case management) or first contact resolution may obscure the bigger picture about customers preferring hassle-free experiences. Showing how employees’ and teams’ work contributes to organizational roll-ups and trends is both enlightening and empowering.

Customer Experience 67

Customer Experience Customer Experience Management Case Management 67

Execs In The Know

JUNE 25, 2024

John: All dissatisfaction events should be logged and tracked, preferably using software designed specifically for complaint or case management. Ideally, the case management system triages events based on defined business rules and should be reviewed by specialists, prioritizing complaint responses based on urgency and impact.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Logicalware

SEPTEMBER 1, 2023

As part of the program, customers receive an evaluation of various crucial aspects, assessing products and features such as call flows, integrations, knowledgebase, call recording and archive, reporting and dashboards, Case Management, Digital Engagement and Smart Bots.

Customer Experience 52

Customer Experience Construction Case Management CX 52

ClearAction

MARCH 24, 2017

This is more than a statistic: it is a pool of revenue at-risk, it is a group of customers we can characterize to help managers understand opportunities not only to win-back defections, but also how they may simplify or expand features and make other adjustments to better serve this group.

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

Confirmit

DECEMBER 4, 2018

CRM Integrations and standard action workflows for case management are also available. We have multiple processes, templates, and workflows available, including dashboards for various roles in the organization, survey designs, and Text Analytics categorization models. Survey Designs. Data Inputs. Text Analysis. Dashboards.

B2B 40

B2B VOC Text Analytics Government 40

Logicalware

OCTOBER 3, 2023

Take Puzzel’s Case Management as an example. Implementing an AI-driven ticketing system in your contact centre can significantly enhance email handling productivity, freeing up valuable time for your agents.

AI 52

AI Sentiment Analysis Customer Experience Social Media 52

SugarCRM

OCTOBER 19, 2023

It combines automation, case management, knowledge base tools, and reporting capabilities to create a comprehensive platform for delivering exceptional customer support. To better manage cases and identify urgent situations, Paytime automatically assigns an urgency level to each new inquiry as soon as it reaches their service desks.

Case Management 29

Case Management CRM Customer Satisfaction Sales 29

Logicalware

JUNE 7, 2022

& Child tickets in Puzzel Case Management?? New features and general improvements. This quarter, we’ve also made a number of improvements to the Puzzel Customer Service Platform. These include support for: Parent?& Multi-language articles in Puzzel Knowledgebase?? Softphone Ringtones in the Puzzel Agent Application??

Case Management 52

Case Management Start-ups CRM Customer Satisfaction 52

ClearAction

DECEMBER 31, 2015

“Everyone is doing case management, following up with low survey raters. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.” ” Are You a Customer Experience Action Hero? That’s all very nice for a small percentage of your customer base.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

Qualtrics

MAY 7, 2020

So the department got to work putting together a solution on the Qualtrics XM platform they then linked with their own case management system. Ballard knew the number of people who tested positive for COVID-19 would grow exponentially, and the nurses charged with calling high-risk contacts still had their normal jobs to do.

Case Management 49

Case Management Healthcare 49

SugarCRM

MAY 23, 2023

Case Management When customers get in touch with your company for an issue, a CRM must be able to open a case. Apart from opening cases, your support representatives must be able to effortlessly and quickly handle these cases. The data from such tools gives plenty of insights into your operations.

CRM 26

CRM Case Management Omnichannel Sales 26

Intercom

OCTOBER 10, 2024

I’ve been in this space for 18 years and typically, support is saddled with dated and clunky home-grown case management tools. Personally, I feel like It’s a really exciting time to be in the support industry.

AI 81

AI Innovation Customer Service Start-ups 81

Confirmit

OCTOBER 30, 2018

Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. With full alert capabilities, advanced case management and task-centered case processing, the Confirmit solution enables prioritization of open items and arms the team with the information needed to take corrective actions.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40