bold360 Blog

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. One of the biggest challenges is delivering consistent and valuable customer experience (CX). Impact on your customer and their experience (Or: Redefine how you engage with your customers.).

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

bold360 Blog

MARCH 16, 2021

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . Bold360 helped them do that. .

Management 52

Management Self service Finance Call Center 52

OctopusTech

APRIL 27, 2021

Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Companies were able to retain their customers only because of their unique CX design. Automated Self-Service Trends.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

Call Design

OCTOBER 29, 2021

The customer service we experience today and our expectations of it are vastly different from what it was two years ago. As many brands no longer have physical stores and in-person sales representatives, building strong customer service through their contact centres has become essential. Higher self-motivation. .

Gamification 78

Gamification Customer Service Consulting Consulting 78

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore.

Contact Center 40

Contact Center Government Banking Self service 40

Spearline

NOVEMBER 11, 2021

Networks are now a software-driven fusion of virtual and physical networks. They need to carefully manage telephone voice quality and other real-time traffic to ensure a positive customer experience. They need to carefully manage telephone voice quality and other real-time traffic to ensure a positive customer experience.

Telecommunications 98

Telecommunications Entertainment voip Enterprise 98

Anexa BPO

SEPTEMBER 19, 2022

It’s estimated that up to $265 billion worth of care services for Medicare fee-for-service and Medicare Advantage recipients will shift from traditional facilities to a home setting by 2025 – and without compromising quality or access. In addition, an aging – and COVID-impacted – population is evaluating its current needs.

Healthcare 52

Healthcare Business Process Outsourcing outsourcing industry standards 52

Callminer

APRIL 23, 2019

To ensure the quality of customer service. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

Best practices 159

Best practices Call Center Banking Contact Center 159

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Customers expect omnichannel CX and are rapidly gravitating to the newer channels, all of which are digital.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

bold360 Blog

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . A growing number of website redesigns.

Self service 52

Self service Chatbots Call Center Management 52

Nicereply

APRIL 28, 2020

Acts of Service. Physical Touch. Take time to get in touch with the emotional side of your team, and get to know them personally as well as their in-office persona. On average, people spend 90,000 hours of their life at their job. Receiving Gifts. Quality Time. Words of affirmation. This is no different from a personal relationship.

Construction 78

Construction Personalization Engineering Customer retention 78

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

B2B 204

B2B Banking Personalization Employee engagement 204

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. On-site systems, like those offered by traditional PBX, are bulky and require more hardware when you need to physically up-scale your business. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. One way to overcome this challenge is through self-supervised learning (SSL). In this post, we demonstrate how to train self-supervised vision transformers on overhead imagery using Amazon SageMaker.

Scripts 72

Scripts Analytics Technology Benchmark 72

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Founder & CEO, Chris Ezekiel shared his pride in ‘building a successful, world-leading company over a sustained period of time with an amazing group of people’ in our first blog post of the year.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance. How are customers feeling?

Customer Service 52

Customer Service Chatbots Self service Sales 52

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance. How are customers feeling?

Customer Service 52

Customer Service Chatbots Self service Sales 52

Creative Virtual

APRIL 2, 2020

Businesses and brands of all sizes and across industries face new challenges as offices and physical locations close. Organisations are now under immense pressure to deliver quality service and support over digital channels. There are lots of published statistics and success stories that prove the business value of this technology.

Self service 52

Self service Virtual Agent Chatbots Government 52

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

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. For those who missed this insightful presentation, here are the top takeaways: Self-Help Is on the Rise. The impact of all this on agents is a heightened risk of burnout.

Customer Support 49

Customer Support Management Self service Call Center 49

Creative Virtual

DECEMBER 2, 2020

As you’d expect, there were lots of presentations discussing the various impacts of the global COVID-19 pandemic and what the ‘new normal’ will look like for communities, businesses and individuals as we head into 2021. Customers will approach buying decisions with new access to and experiences with digital and online options.

Self service 52

Self service Accountability Marketing Technology 52

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. By using an omnichannel platform, contact centers can extend immersive capabilities like Co-browse and Video Engage to home-based agents – making the physical location less of a factor.

Contact Center 78

Contact Center Management Self service Consulting 78

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Monet Software

MARCH 12, 2020

An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Employees might give lip service to the mission or participate in “fun” events without energy. So what are the prerequisites for robust workforce engagement?

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

REVE Chat Blog

FEBRUARY 12, 2020

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail.

Banking 76

Banking Customer Experience Chatbots Big data 76

VocalCom

JUNE 22, 2020

Remote working offers many benefits to contact centers, as, beyond answering the aspirations of some of their employees for more flexibility, it also allows them to access new skills and competencies by recruiting agents that are not within the area of the physical contact center office. The new paradigm of Work. The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

JivoChat

APRIL 16, 2023

Let’s explore how to develop an effective ecommerce plan that will keep your customers happy and help you increase profits. Ecommerce, or electronic commerce, is the buying and selling of goods and services through an online platform. It includes product selection, payment processing, fulfillment, and customer service.

Analytics 82

Analytics Engineering Advertising Sales 82

Andrew Mcfarland

SEPTEMBER 23, 2022

Typically, the job demands strong communication, customer service, and sales process skills. Furthermore, the position requires physical stamina and excellent interpersonal skills. Business development representatives are the first point of contact with potential customers. Interpersonal skills. Product knowledge.

Sales 48

Sales Finance Marketing Education 48

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. For those who missed this insightful presentation, here are the top takeaways: Self-Help Is on the Rise. The impact of all this on agents is a heightened risk of burnout.

Customer Support 40

Customer Support Management Self service Call Center 40

Squelch

SEPTEMBER 27, 2019

Last month, Squelch was honored to sponsor a webinar titled The Evolution of Support: How to Manage Customer Support in an Era of Self-Help. For those who missed this insightful presentation, here are the top takeaways: Self-Help Is on the Rise. The impact of all this on agents is a heightened risk of burnout.

Customer Support 40

Customer Support Management Self service Call Center 40