TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. It didn’t work. .

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), It is one of the strongest expansion levels of any outsourcing market sub-segment.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. What Are Inbound and Outbound Calls? In a call center, call agents may handle inbound and outbound calls.

Education 62

Education Call Center Sales call center solutions 62

Aspect

MAY 6, 2020

Agents on the front line are in a rapid shift and require most initial focus. This falls on our organizational management teams to assist our front line. Additional scheduling flexibility can be offered to agents by allowing them to call in sick, trade shifts, and bid for shifts from a mobile device.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. Self-service and user-generated touchpoints skyrocketed as users and designers were forced to perform nearly every task from their PC and mobile devices. This year has also been the year that omnichannel communications and marketing exploded.

Multichannel 147

Multichannel Call Center Self service Marketing 147

Beyond Philosophy

JANUARY 26, 2023

Or should I call them provocations? The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 2 : How Customer-Centric is Your Organization? 1 : What is the Experience You Are Trying to Deliver?

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. What Is an IVR?

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Customer Service Life

JUNE 8, 2020

The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” Customers don’t need more surveys. 100% of customers don’t respond to surveys. 100% of customers don’t respond to surveys. That’s 70 to 95% of customers you never hear from.

Surveys 114

Surveys Contact Center Feedback Analytics 114

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Brand ambassadors 78

Brand ambassadors Contact Center Call Center Multichannel 78

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

SmartAction

APRIL 1, 2021

The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service line has been anything but.

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Here are the rules: Do your homework. Measure everything.

Finance 195

Finance Engineering Best practices Call Center 195

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. MSP call centers often handle a large volume of calls.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Noble Systems

MAY 10, 2021

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. With more and more competition and choices for today’s consumers, keeping customers satisfied and happy is more important than ever. In Part 2, we’re taking a look at the next step.

Contact Center 98

Contact Center Call Center CRM Consulting 98

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Omnichannel communication strategy is designed in order to standardize service and enables customers to navigate between touchpoints easily.

Contact Center 116

Contact Center Government Self service CRM 116

CSM Magazine

MAY 30, 2023

Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. Managing the hand-over from bot to agent is like taking part in a relay race. Dropping the Baton In this scenario, the chatbot runs a good leg.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

Spearline

MARCH 24, 2022

A standard is an agreed way of making a product, managing a process, delivering a service, or supplying materials. Standardizing is beneficial for many aspects of how we live, from standards for quality, performance, and safety, to standards for service delivery. Standards offer comfort.

Telecommunications 97

Telecommunications voip Government Quality management 97

TeleDirect

NOVEMBER 8, 2022

Whatever industry you may be in, it’s important that your customer experience and communication services are always on point. That means offering a stellar call center—but even the best can run into issues. Do you want to learn how to tackle common call center challenges? Dropped Calls (with No Callback).

Call Center 62

Call Center outsourcing Business Process Outsourcing Contact Center 62

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Identified by Aragon Research.

Contact Center 121

Contact Center Enterprise contact center solutions Cloud contact 121

JustCall

APRIL 4, 2023

As the first point of contact for customers, your inbound call center agents play an instrumental role in delivering a positive customer experience. From handling customer inquiries and complaints to providing product or service information, inbound call center agents are the voice of the company.

Call Center 52

Call Center call center software Upselling Scripts 52

Anexa BPO

NOVEMBER 24, 2023

The recent micro-store phenomenon introduces opportunities for retailers and e-tailers to improve customer (CX) and employee experience (EX). However, the re-emergence of the walkable neighborhood reduces retail footprints, calling for micro-stores suited to limited space.

Personalization 52

Personalization Marketing Technology Customer Service 52

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? Your call center. First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Don’t believe us?

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Spearline

JULY 22, 2021

Poor audio quality can impact customer service. Like many businesses, you may depend on international inbound telephone services for your contact center or on outbound calling to drive new sales. ’ Excellent customer experience Nobody likes a lousy phone call. Trust is a two-way thing.

Telecommunications 98

Telecommunications Banking Contact Center Customer Experience 98

Global Response

JULY 23, 2023

Customer service is more important than ever—all the data backs this up. So, managing your customer service is no insignificant task. In this article, we’ll give you a closer look at why some teams prefer to keep their customer service in-house, and why others outsource to a call center.

Call Center 62

Call Center outsourcing Customer Service Bilingual agents 62

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Anexa BPO

MARCH 15, 2021

It is still an effective channel to access potential customers and promote products and services. It remains a popular method that allows you to make meaningful connections with both current customers and prospects. Telemarketing places your products and services up-front and center.

Telemarketing 94

Telemarketing outsourcing Business Process Outsourcing Sales 94

bold360 Blog

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Being relentlessly helpful earns customers for life.

Employee engagement 66

Employee engagement Chatbots Self service Customer centricity 66

Anexa BPO

AUGUST 29, 2023

The only thing predictable about customer expectations is change. Customers will continue redefining the value proposition as many trends emerge. Again, there are some emerging omnichannel trends in the retail landscape that keep customers coming back. These sophisticated customers demand options. In a word: omnichannel.

outsourcing 52

outsourcing Customer retention Sales Personalization 52

Branch Mesenger

JANUARY 4, 2018

Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. Customer Stories. A look back at our top customer stories: How A Tampa Pizza Hut Stayed in Contact During Hurricane Irma. Read: A Branch Customer Story - Pizza Hut. How Branch Helps Solve Challenges for Lowe's.

Healthcare 48

Healthcare Banking Enterprise Finance 48

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Getting the most out of employees in customer contact centers, and anyone else in the organization with front line customer contact responsibilities, will require change.

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191