Beyond Philosophy

JULY 20, 2021

We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. The Seven Books That Changed Our Lives: The Experience Economy: Competing for Customer Time, Attention, and Money by B. It was the foundation for the entire Customer Experience movement.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Have the robots officially taken over?

Consulting 221

Consulting Consulting Customer emotions Construction 221

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? It starts with the important topic of keeping your best people. Here are my top five picks from last week.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Beyond Philosophy

JANUARY 26, 2023

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 1 : What is the Experience You Are Trying to Deliver? Those things are essential to an experience you deliver; however, they are not emotional.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

SEPTEMBER 30, 2022

Memory Mini Series Part 2: Loyalty is a Function of Memory. You might even remember that the neighborhood nearby to your favorite Indian food place also has an Italian place you like, in case you change your mind. This is How Memories are Built. Memories exist as a network structure. They’re tied together. We now remember that.

Consulting 195

Consulting Consulting Customer Experience Management 195

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . I have used them many, many times.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. For more on IP risk management, see part 4 below.) Sending customer questions to the LLM? Feeding the LLM training information?

Best practices 109

Best practices Customer centricity Chatbots Education 109

PeopleMetrics

OCTOBER 19, 2021

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Tune in for short, casual conversations Tuesday's at 2:00pm ET.

Feedback 118

Feedback Surveys Best practices Accountability 118

Beyond Philosophy

APRIL 16, 2021

Today I am going to do my part on being some of the change I want to see in the world. These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. Do a good job.

Management 370

Management Consulting Consulting Personalization 370

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

Fonolo

APRIL 11, 2023

Looking for ways to optimize your call center queue management and improve customer satisfaction? Customers hate waiting on hold. PRWeb reports that 32% of customers are not willing to wait on hold at all. And 69% of customers say they’ve abandoned a brand after a single bad customer service experience.

Best practices 81

Best practices Contact Center Management Abandon rate 81

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Customer Service 78

Customer Service Chatbots APIs Government 78

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). The expectations of customers have increased dramatically. Let’s get started.

Best practices 98

Best practices Feedback Education Self service 98

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Hodusoft

APRIL 24, 2024

In this blog post we will discuss everything about ISDN, starting from its origin and evolution to how it works, its pros and cons, and the alternatives. Starting from the 1960s to late 70s, the core telephone system in the western countries began to change from analog to a packet-based, digital switching system. What is ISDN?

voip 52

voip Wireless Telecommunications Technology 52

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

B2C 138

B2C B2B Customer centricity Analytics 138

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

NobelBiz

MARCH 19, 2024

Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Hodusoft

DECEMBER 13, 2023

Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. Read on to know more.

CRM 64

CRM Best practices Technology Management 64

JivoChat

JULY 16, 2023

The website template you choose has a big impact on user experience, it can improve it or make it bad. The best website builders like, Wix and SITE123, already offer responsive website templates, which means you don’t need to add any extra code or worry about the design. Check out the article and learn more about this.

Engineering 75

Engineering Consulting Consulting Analytics 75

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. This phenomenon can be attributed to several, but often legitimate, reasons: First, companies are wary of causing survey fatigue among their customers.

Feedback 83

Feedback Analytics Surveys Benchmark 83

JustCall

APRIL 9, 2024

Focusing on and creating the best customer experience is no longer a competitive advantage, it’s critical to the success of your operations. You have to be closely attuned to your customer’s wants and needs and strive to exceed those expectations. Why is customer experience important?

Customer Experience 40

Customer Experience Call Logging Brand ambassadors Multi-channel support 40

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. These six technologies can help healthcare organizations and hospital call centers create a better experience for both patients and their agents. Advanced IVR Solutions Enhance the Agent and the Patient Experience.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

JivoChat

JULY 9, 2023

Using one of the best website builders for photographers can make a real difference in having an incredible online portfolio to showcase your work. As a photographer, the center of your work is the images, and they must be highlighted in a space where you can show potential customers all your talent.

Engineering 75

Engineering Analytics Customer Support Best practices 75

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Government 96

Government Journey mapping Accountability Benchmark 96

OctopusTech

MARCH 27, 2023

As customer expectations continue to rise, companies are seeking to provide seamless customer experiences across all channels of communication. An omnichannel contact center is a system that allows customers to interact with a company using various communication channels such as phone, email, chat, social media, text, and more.

Contact Center 62

Contact Center Multichannel Interactive Voice Response Call Center 62

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

Feedback 94

Feedback Best practices Analytics Surveys 94

Noble Systems

MARCH 18, 2021

Those who can will be the ones to thrive in this ever-changing healthcare landscape. In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. Healthcare Call Center Best Practices and Trends to Consider.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Hodusoft

NOVEMBER 2, 2023

At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers. What is UCaaS? What is UCaaS and How It works?

Interactive Voice Response 52

Interactive Voice Response Best practices Feedback CRM 52

Hodusoft

FEBRUARY 22, 2024

What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs). Managed Service Providers (MSPs) have rapidly evolved as key players in the IT services industry.

outsourcing 52

outsourcing Analytics Technology Finance 52

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. How has COVID-19 changed the way we measure customer experience (CX)? is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?.

Customer Experience 62

Customer Experience Accountability Feedback Technology 62

JustCall

MARCH 28, 2023

In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment. Through shared experiences, best practices, and insights gained from successes and failures, knowledge exchange occurs naturally among team members.

Sales 52

Sales CRM Best practices Morale 52