ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. Types of Live Chat Software. Amazing isn’t it! .

Customer Support 124

Customer Support Marketing Sales Wait times 124

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. The contact center is in the midst of the most exciting and promising time in its history. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. The customer-centered economy forces us to shift the way we think about the flow of our business. Customer nurturing.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Mindtouch

JUNE 4, 2020

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. This information is particularly relevant now as the pressures of a global pandemic cause all businesses to reassess how they provide a meaningful customer experience.

Self service 62

Self service Contact Center Chatbots Analytics 62

JivoChat

JUNE 29, 2023

From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. So you can ensure your business thrives in the ever-evolving digital landscape—read on to learn more!

Analytics 88

Analytics Chatbots Feedback Surveys 88

ViiBE Blog

MAY 20, 2021

Yet what are the considerations you should look at when selecting the perfect remote visual support solution for your business? How can AR enhance remote visual support? Due to its efficiency and versatility, Augmented Reality remote assistance can be used across many different sectors of your business.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

aircall

MAY 28, 2021

When was the last time you asked yourself if your business had a good SMS strategy? They’re apt to find text messages from businesses among the many text messages from friends and family members. Overall, text messages are an efficient way for businesses to interact with customers.

Best practices 62

Best practices Sales Wireless Marketing 62

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Quality management 75

Quality management Contact Center Management Best practices 75

Comm100

AUGUST 23, 2018

While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Other businesses still have not only survived, they have thrived amidst these changes. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. He is a third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business. Our favorite content from Adam: Empathy Is Not Just a Mindset; It Is a Learned Skill.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

JUNE 4, 2021

Think about it—it feels like a lifetime ago when shopping was a part of your regular routine. You’d make a shopping list, plan your route, and maybe even grab a coffee on the way. Then you’d head out to the mall or a shopping center. So how does the e-commerce customer service experience differ from in-person customer service?

Customer Service 71

Customer Service CRM Customer retention Feedback 71

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Companies that use speech analytics software have an easier time monitoring these interactions. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. What are Customer Data Platforms?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Netomi

FEBRUARY 28, 2022

From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way. Register Now. Alexandra da Silva Rodrigues. Amanda Binns.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimizing it – getting the most value from the people that comprise it – cannot be underestimated.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. More importantly, she wants to know how your CX team will improve them.

Analytics 45

Analytics Feedback Surveys Enterprise 45

SmartKarrot

MAY 3, 2023

There’s no doubt that video conferencing solutions within businesses have exploded over the years. Despite this popularity, some businesses are taking their meetings online. That’s why in this blog post, we will explore the top six myths about free conference calls. This is understandable.

Enterprise 10

Enterprise SaaS Transportation Personalization 10

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. The middle layer is easy access to all of the models and tools customers need to build and scale generative AI applications with the same security, access control, and other features customers expect from an AWS service.

APIs 126

APIs Enterprise Best practices Technology 126

AWS Machine Learning

APRIL 13, 2023

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses.

APIs 145

APIs Engineering Best practices Entertainment 145