Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Nicereply

MAY 1, 2023

Building customer loyalty requires a strong bond and trust with customers through quality experiences and exceptional support. In today’s highly competitive market, customer service has become a key factor in the success of many businesses. Of course, not everyone knows this. Sounds simple, right?

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

ProProfs Blog

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 89

Healthcare Government Engineering APIs 89

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

Upstream Works

JANUARY 26, 2021

It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Make it easy to do business online. Provide enhanced self-service options.

Contact Center 78

Contact Center Self service Technology Surveys 78

CSM Magazine

MARCH 16, 2023

Supercomputers have calculated it to over 60 trillion decimal places but most of us struggle to get beyond 3.14 (hence the date—American style). You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Cisco - Contact Center

MAY 14, 2019

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. Five myths: AI is new.

Contact Center 106

Contact Center Self service contact center solutions Chatbots 106

Nicereply

NOVEMBER 5, 2019

Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. In most cases, your customer service team is probably a drain on your resources.

Customer Service 96

Customer Service Chatbots Customer Support Enterprise 96

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Customers derived little to no value.

SaaS 98

SaaS Customer centricity Accountability Education 98

Nicereply

AUGUST 20, 2019

Customer success teams do many different things – support, education, experience, etc. – but, really, their core effort is to make sure customers get the most out of your offering. If you think of customers as the building blocks of your business, which they are, then you need to make sure they’re solid.

Metrics 68

Metrics Self service Education Customer effort 68

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Callminer

AUGUST 1, 2017

And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Enghouse Interactive

JANUARY 15, 2021

The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves.

Self service 40

Self service CRM Quality management Feedback 40

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. Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

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. Amazing isn’t it! . What is Live Chat?

Customer Support 124

Customer Support Marketing Sales Wait times 124

Mindtouch

AUGUST 11, 2017

Knowledge-Centered Service (KCS ® ) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” KCS addresses some of the most costly problems that businesses face these days. KCS addresses some of the most costly problems that businesses face these days.

Average Handle Time 84

Average Handle Time Coaching Education Self service 84

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

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

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

Netomi

NOVEMBER 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before.

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

Mindtouch

JULY 25, 2017

Since 1992, KCS ® has provided companies with a way to better manage the creation and maintenance of knowledge produced by interactions between their employees and customers. For most companies, KCS amounts to an increase in efficiency and cost savings when it is limited to support organizations.

Self service 59

Self service Best practices Upselling Analytics 59

JivoChat

JULY 20, 2021

Are you having trouble retaining customers? It’s a problem for many businesses, especially in competitive markets. People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. Why Do Businesses Need to Focus on Customer Retention?

Customer retention 52

Customer retention Gamification Education Self service 52

Tenfold - Contact Center Blog

AUGUST 3, 2018

With businesses vying for the attention of a growing but still finite market, channeling focus and spending resources toward staying ahead of the pack is crucial. Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. First, understand where your customer are.

Best practices 64

Best practices Customer Service Contact center software Self service 64

aircall

JANUARY 27, 2017

In today’s market, customer service is a huge differentiator. When done right, personalized customer service can do wonders for customer retention and for your bottom line. Personalized customer service can make your business stand out. Personalized customer service builds loyalty.

Personalization 83

Personalization Customer Service Brand ambassadors Analytics 83

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. Michele’s an accomplished speaker, author, executive team member, and consultant.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Plus, 71% of consumers would decrease their support for a brand if they don’t have a human customer service representative available to speak to at all. .

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

JivoChat

JULY 21, 2021

Nurturing customer relations and building consumer connections are among the most essential strategies for both growing and retaining your customer base. But, unfortunately, customer relations can fall by the wayside for some businesses. You might even find customer relations to be at the heart of your business.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Natalie Petouhof

FEBRUARY 5, 2016

Among the latest advancements to the T elligent Community a re the new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model.

APIs 40

APIs Self service Analytics SaaS 40

TLC Associates

NOVEMBER 19, 2019

Any outsourced partner (no matter the type of service) should have your security on their minds. Whether you’re in an industry with strict security regulations (think healthcare customer service or BFSI customer support ) or just want to save your business millions in lost sales and legal fees, this level of scrutiny is a must.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. From Papa John’s NFL apology to Louis C.K.’s But why is that?

Advertising 116

Advertising Transportation Airlines Personalization 116

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd.

Technology 52

Technology Self service Contact Center Analytics 52

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