Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. As customer expectations keep rising, contact centers must keep innovating and remain agile, and this is where the cloud has great strategic value. Rich Features Offer Personalized CX.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

SaaS 62

SaaS Enterprise Construction Finance 62

24-7 InTouch

JANUARY 17, 2023

She discusses how fast-tracked innovation around automation, enhanced well-being, and workspace optimization via AI-enabled technologies sets businesses up for success with long-term remote work. Read more for Paula’s thoughts on innovation, cultural evolution, and propelling your brand to the next level with customer care.

Journey mapping 52

Journey mapping Customer Care Coaching Technology 52

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Chatbots 78

Chatbots Education Wait times CRM 78

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

USAN

JUNE 14, 2022

The second factor is an increase in customer unruliness. The second factor is an increase in customer unruliness. Since the start of the pandemic, stories of rude, agitated customers have been on the rise. This negativity and toxicity have prompted many agents to seek employment in more positive, supportive environments.

Contact Center 52

Contact Center Gamification Construction Technology 52

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Management 52

Management SaaS Customer advocacy Accountability 52

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about things like productivity and performance can seem so trivial during a pandemic. and deeply listen.

Coaching 88

Coaching Contact Center Morale Analytics 88

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Learn from Customers.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Customers may still flock to big online retailers and avoid brick-and-mortar establishments. Customers may still flock to big online retailers and avoid brick-and-mortar establishments. COVID-19 has forced?

Interactive Voice Response 52

Interactive Voice Response Scripts Sales Wait times 52

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. What is a Customer Lifecycle?

SaaS 66

SaaS Best practices Upselling Education 66

Upstream Works

JUNE 25, 2020

In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. Collaboration, engagement and AI-driven automation will help organizations adapt. The idea of having home-based agents is not new for contact centers. What We’ve Learned So Far.

Contact Center 78

Contact Center Management Self service Consulting 78

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later).

Surveys 98

Surveys Marketing Customer Support Sales 98

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. Knowledge bases can be integrated both into your website and your live chat software.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

aircall

MAY 21, 2021

Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? At the same time, customer expectations changed.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Nicereply

DECEMBER 9, 2021

It should promise the customer great things. But when they buy, it is your turn as a business to deliver and exceed expectations. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. Then the business will grow and customers will have higher lifetime values.

Metrics 97

Metrics Surveys Education Customer effort 97

Comm100

DECEMBER 13, 2021

They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

Banking 52

Banking Wait times Surveys Chatbots 52

CustomerSuccessBox

JANUARY 22, 2021

I’m sure you would agree with me on the fact that customer success is the most important resource to help maintain customer trust in your business. And if given a chance, you’d like to be always with your customers, make them feel that you’re part of their team 24X7. Real-time collaboration.

SaaS 52

SaaS Accountability Technology Management 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. I just have to ask, do I have your permission to record this call for quality assurance? Listen to the full episode here: Welcome to the pod, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. This blog recaps the best bits from this conversation. Everybody has a customer, whether it be the outside customer or an internal customer.

Airlines 70

Airlines Virtual Agent Technology Customer Experience 70

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Self service Metrics Analytics 40

SmartKarrot

MAY 8, 2023

When we reflect about the HR trends that emerged due to the COVID-19 pandemic, remote work is the first and foremost. While it is possible to argue that remote work was a trend on the rise, there’s no denying that the pandemic greatly accelerated its adoption. Remote work is not an exception to this rule. What do you do?

Chatbots 10

Chatbots Advertising B2B outsourcing 10

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. It is always great to reach a new pinnacle in your professional career. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In this mix, it is necessary to find efficient ways to sustain your business. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21

SmartKarrot

MARCH 29, 2022

Customer success has evolved drastically in the last few years. SaaS businesses have seen that customers are capable of enhancing growth if they are retained with the company. Customer retention impacts company health directly. Preventing churn has always been one of the main components of customer success.

Upselling 10

Upselling SaaS Sales Customer centricity 10

SmartKarrot

MARCH 10, 2022

Customer experience is growing as a requisite in the digital world. The fact that customer experience is now a priority calls for a guide to handle transactions and ensure the process is maintained. CIOs played a crucial role during the global pandemic to keep the employees and their families safe.

Customer Experience 11

Customer Experience SaaS B2B Chief Customer Officer 11

CSM Practice

MAY 13, 2020

In the wake of Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Upstream Works

MAY 18, 2021

As organizations increase adoption of next-gen technologies, it’s important to keep many factors in mind. Once a migration plan has been developed for these new technologies, the focus can shift from IT to other stakeholders, such as agents, supervisors and end customers. IT Should Embrace Automation.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 78

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe. Aimee Lucas.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

SEPTEMBER 21, 2020

There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic. There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic. For more updates on the contact center space, check out our Blog section.

Call Center 52

Call Center Contact Center Government Banking 52

JustCall

APRIL 12, 2023

However, post-pandemic many Gong competitors have come to the fore. If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Compatibility with different platforms Check if the Gong alternative integrates with your sales tools, such as CRM, email, and video conferencing software.

Sales 52

Sales Coaching CRM Analytics 52

JustCall

AUGUST 12, 2022

Let’s dig deep into CPaaS and CCaaS in this blog. With CPaaS, organizations can partake in specialized strategies in their business communication systems such as adding video, upgrading voice, or utilizing APIs that permit customization. Today’s clients request quicker and more helpful approaches to arrive at solutions.

APIs 52

APIs Contact center software Contact Center Enterprise 52

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! Connect with Alexandra. EMEA, and APAC. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Momentum Telecom

DECEMBER 21, 2020

For a lot of us, we left behind these icons of office life in March 2020, as the COVID-19 pandemic forced an abrupt switch to working remotely. March 11, 2020, was a watershed moment in the public imagination during the COVID-19 pandemic. 2020 has been quite the year, to say the least. . Not exactly. .

Entertainment 98

Entertainment Education Technology Employee engagement 98