CX Global Media

JULY 9, 2019

The CCVS has a Speaker Faculty of more than 35 industry experts that deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that help to guide my thinking and idea creation on hiring right.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Fonolo

NOVEMBER 13, 2018

For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Tobias Goebel.

Customer Service 108

Customer Service Contact Center Education Engineering 108

CSM Magazine

MAY 15, 2023

A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. Healthcare is one of the fastest-growing industries. Ever since the global pandemic, this industry has seen numerous technological and medical advancements.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

CX Global Media

JULY 11, 2019

This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. Over 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. David Hadobas CEO, CCNG.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Connecting the Dots

JULY 26, 2021

Also, Neptune did something that most insurance companies do a poor job of, educating and onboarding the customer. Further, they do a great job of proactive, preventive service and soliciting customer complaints. . Listen here. Listen here.

Education 62

Education Consulting Consulting Customer Care 62

Aspect

MARCH 30, 2020

I could not be more proud of the Aspect Customer Care team. Also, we can see significant increased usage of our platforms by clients in certain industries (travel and hospitality). In addition, we have halted any system changes that would affect any of our multi-tenant customers, unless it is considered an emergency.

Government 153

Government Contact Center Education Consulting 153

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Fonolo

MARCH 7, 2019

Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. VPs & Directors of Customer Experience.

Engineering 62

Engineering Contact Center Interactive Voice Response Chatbots 62

Fonolo

MARCH 25, 2019

In this live panel discussion, three industry thought leaders narrow in on the latter, focusing on speech analytics, NLP, and other AI tech. They discuss its impact on the customer service space and what the future holds. VPs & Directors of Customer Experience. 2) Natural language processing (NLP). The Panelists.

Engineering 70

Engineering Contact Center Chatbots Education 70

Fonolo

NOVEMBER 22, 2018

This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Learn about the battle for the future of customer service. Twitter: @howethomas. Tobias Goebel. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer. Vice President Product.

Omni-channel support 57

Omni-channel support Customer Service APIs Engineering 57

Fonolo

NOVEMBER 27, 2018

Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This scenario is real, widespread, and is likely the reason for high attrition rates in the customer service industry. Improved Company Culture. Twitter: @howethomas.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Fonolo

JUNE 6, 2019

Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. There is no doubt that these technologies will play an important role within the industry in the years and decades ahead. VPs & Directors of Customer Experience.

Engineering 52

Engineering Contact Center Interactive Voice Response Chatbots 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

DECEMBER 1, 2022

The call center customer care agent takes a call for 3 minutes. He has all the required information handy, and as he is communicating with the customer, he is logging the call details simultaneously. The total time a consultant works on ACW is called “closing time,” although the client is not involved in this phase.

Call Center 52

Call Center CRM Coaching Contact Center 52

Fonolo

NOVEMBER 1, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. Twitter: @howethomas. Tobias Goebel. Director of Emerging Technologies. Twitter: @tpgoebel. Roland Selmer. Shai Berger.

Customer Service 69

Customer Service B2C Finance Engineering 69

Mindtouch

APRIL 17, 2017

This list lets the world know what the industry as a whole is thinking. We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Follow them online to get the latest insights on industry trends.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Fonolo

NOVEMBER 20, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. Twitter: @howethomas. Tobias Goebel. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer. Shai Berger.

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

CSM Magazine

JULY 11, 2022

These scripts will often have the best practices for dealing with these complaints and a compiled list of the most frequent doubts and questions customers might have. Therefore allowing agents to simply consult the script for answers instead of searching for solutions, checking with their superiors, etc.

Management 59

Management Scripts Chatbots Self service 59

aircall

OCTOBER 15, 2021

Operations Managers are in charge of other supervisors and program leads, (think customer care specialists or office managers). Here is a quick overview of the skills you need to succeed in this position, as well as the education and training background that employers want. Education and Training.

Management 62

Management Education call center software Accountability 62

Outsource Consultants

OCTOBER 2, 2018

This growth has been driven largely by demand for bilingual call center services (Spanish and English), reduction in telecom rates, the emergence of the Internet, and the highly skilled, college-educated labor force. These vendors have experience with a variety of industries, including: Automotive. Communications. Consumer goods.

outsourcing 52

outsourcing Contact Center Bilingual agents Automotive 52

Fonolo

NOVEMBER 28, 2018

In fact, one can find members of the eComm “diaspora” in many influential positions around the industry. It’s corny to say, but this speaks to the importance of human interactions, even in a technology-focussed industry. Turns out fax is still vital in certain industries and geographies and – shockingly – a $2.8B Hashtag karma.

APIs 67

APIs Call Center Engineering Contact Center 67

Fonolo

NOVEMBER 14, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. Twitter: @howethomas. Tobias Goebel. Vice President Product Marketing. Twitter: @tpgoebel. Roland Selmer. Shai Berger.

Benchmark 85

Benchmark Abandon rate Call Center Abandon Call 85

Fonolo

OCTOBER 30, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management / marketing. Twitter: @howethomas. Tobias Goebel. Director of Emerging Technologies. Twitter: @tpgoebel. Roland Selmer. Shai Berger.

Customer Service 52

Customer Service B2C Engineering Finance 52

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Live Chat in Sensitive Information Industries – Healthcare and Finance. Why Customers Prefer Live Chat. Live Chat in Sensitive Information Industries – Healthcare and Finance. Endless Agent Options.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Fonolo

NOVEMBER 27, 2018

Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This scenario is real, widespread, and is likely the reason for high attrition rates in the customer service industry. Improved Company Culture. Twitter: @howethomas.

Customer Service 57

Customer Service Call Center Engineering Contact Center 57

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Empowerment – did the employee fully use available empowerment and flexibility to satisfy the customer. Metrics to enhance success and prevention.

Surveys 62

Surveys Education Calibration Contact Center 62

Revation Systems

JANUARY 12, 2018

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption. Everything.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Fonolo

NOVEMBER 21, 2018

Michelle Burbick published a good overview with an ominous opening sentence: “Industry watchers have started to question Cisco’s collaboration strategy … grappling with a leadership overhaul … [with a] backdrop of continued transition … to subscription-based model … an awful lot of change with which to contend.” Twitter: @howethomas.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession. Jim Rembach.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Taylor Reach Group

MARCH 26, 2018

Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. You’ll leave with answered to your top questions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Learn more about Shai and Fonolo here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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% This realization has seen investments in AI rapidly increasing. High-level data analysis. Process improvements.

Technology 122

Technology Customer Service Gamification Contact Center 122

Connecting the Dots

JUNE 26, 2020

This article provides fresh data from a first quarter 2020 study of complaining behavior in the US in general as well as specifically in the food industry. The consumer package industry produces millions of units of product. How the iceberg and multiplier varies by industry and problem. KraftHeinz was a key sponsor of the study.

Finance 62

Finance Surveys Marketing Sales 62

Connecting the Dots

JUNE 26, 2020

This article provides fresh data from a first quarter 2020 study of complaining behavior in the US in general as well as specifically in the food industry. The consumer package industry produces millions of units of product. How the iceberg and multiplier varies by industry and problem. KraftHeinz was a key sponsor of the study.

Finance 62

Finance Surveys Marketing Sales 62

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. And it’s working.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Stafford Communications

OCTOBER 24, 2018

Don’t Forget to Connect Customer Service Week with Strategy From October 1-5, thousands of organizations around the world will recognize Customer Service Week. It’s encouraging to see companies across all types of industries make an effort to celebrate their commitment to customer satisfaction.

Customer Service 52

Customer Service Healthcare Employee engagement Education 52