ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service.

Best practices 204

Best practices Customer Service SaaS Education 204

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0, About PCI Pal.

Finance 52

Finance Government SaaS Best practices 52

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. These AI-powered systems engage customers in natural language conversations, providing accurate and autonomous responses. They sound like real people, delivering exceptional service.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

AWS Machine Learning

DECEMBER 5, 2023

At the same time, enterprise security, compliance, data management, and information offices are apprehensive of exposing or leaking plain text customer information or other regulated data outside of the enterprise. AWS and Protopia AI are partnering to deliver the critical component that solves this common enterprise customer need.

Enterprise 94

Enterprise Engineering Technology Finance 94

Voiance

JULY 16, 2019

Providing quality business and government services often requires interacting with the private information of customers and constituents. Private and public organizations alike must take active measures to make sure that data stays secure—and to vet potential vendors to make sure they do the same.

industry standards 67

industry standards Government Best practices Metrics 67

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. A company’s CS standards can set them apart if they always aim to go above and beyond for customers.

Customer Service 110

Customer Service Best practices Contact Center Benchmark 110

ShepHyken

JULY 10, 2020

He shares multiple approaches to updating or creating your customer acquisition strategy. The phrase ‘customer acquisition strategy’ is one that you would rarely hear outside the confines of a corporate marketing department. Nonetheless, guest posting is still a powerful tool for acquiring customers. Update Old Content.

Consulting 255

Consulting Consulting Marketing Engineering 255

aircall

FEBRUARY 9, 2022

It’s not enough to just create a strategy and hope for the best—it only works if you continue to improve and tweak it based on what’s working and what’s not. That’s why we collaborated with Teamleader to gather the latest tips and best practices for how to approach lead nurturing today. . Understanding Lead Nurturing.

Best practices 62

Best practices B2B Sales Chatbots 62

Monet Software

OCTOBER 15, 2020

This is a third-party service provider that handles any operations or responsibilities that a company is unable or unwilling to do in-house. Call center services are often outsourced to BPOs where agents represent multiple companies in different businesses. Achieving your customer service goals is impossible without reliable data.

Call Center 48

Call Center Schedule adherence Business Process Outsourcing outsourcing 48

Noble Systems

APRIL 14, 2021

It does not require a physical location, but only requires an internet connection and telecommunication service. They can now hire the best people, regardless of where they are located – and more qualified employees leads to higher quality. Choosing the best virtual contact center platform for your needs.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Give customers a voice Let consumers tell you, in their own words, what they think and what matters most to them.

Surveys 95

Surveys Best practices Analytics Feedback 95

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. to real-time messaging, simulation, self-service and crypto-currency. to real-time messaging, simulation, self-service and crypto-currency. Engage in Rewarding Video Communications.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

AWS Machine Learning

APRIL 12, 2023

Amazon Kendra is an intelligent enterprise search service that allows users to search across different content repositories. In production, you use a secure authentication service provider of your choice and based on your requirements to generate JWTs. To learn more about JWTs, refer to Introduction to JSON Web Tokens.

Enterprise 88

Enterprise APIs Engineering Management 88

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Whitepaper: Supercharge your agents with Intelligent Assistance. Infographic: How to choose the best kind of chatbot for your business.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Customer Satisfaction. Service Level. When customers are satisfied, revenues increase. Contact Quality.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

CSM Magazine

JANUARY 26, 2022

Global industry leaders will come together to discuss evolving best practices and keeping CX at the forefront of payments on 3 March 2022. Industry experts, customers and partners from around the world are taking part in the virtual event on 3 rd March 2022. Meet The Experts.

Government 52

Government SaaS Engineering Best practices 52

Fonolo

AUGUST 17, 2017

Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. Plus, get exclusive invites to global customer experience events.

Customer Experience 64

Customer Experience Automotive Airlines Best practices 64

Quality Contact Solutions

DECEMBER 31, 1969

The main goal of separating customers into different segments inside the same campaign is to be able to differentiate marketing activities towards these segments. Customers expect a personalized approach and frankly, why shouldn’t they? The same can be said about prospects from marketing agencies and financial service firms.

Telemarketing 74

Telemarketing Automotive Best practices Sales 74

Liveops

MARCH 26, 2018

Automation makes great human service even more critical for brands. The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report [paywall], which projects that by 2021, three-quarters of customer transactions will be automated. We think not. ” Be clear.

Interactive Voice Response 67

Interactive Voice Response Call Center Best practices Customer Service 67

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work? Back to Top.

Feedback 118

Feedback Surveys B2B B2C 118

Eptica

JUNE 16, 2020

Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak. Many consumers have gone online for the first time or are doing more on the web, leading to a rise in customer service queries across many sectors.

Best practices 63

Best practices Technology Management Marketing 63

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. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TeamSupport

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed? and providing more attention as needed to their new customer base. Your SaaS customer support team.

SaaS 68

SaaS Morale B2B Feedback 68

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Creative Virtual

DECEMBER 10, 2020

As physical offices and business locations were closed to comply with lockdown and stay-at-home orders around the world, our customers were faced with a surge of incoming queries from their customers and new challenges in supporting their employees while also dealing with rapidly changing information and guidance.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Vonage

MARCH 27, 2018

Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?

Banking 91

Banking Coaching Government Analytics 91

Transparent BPO

MARCH 11, 2020

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. Think about this from the customer’s view. Questions. No names available?

Surveys 60

Surveys Best practices Feedback Personalization 60

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . – Sally Gronow.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

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

Creative Virtual

OCTOBER 4, 2018

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. They are missing a chatbot.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. Stacy Sherman.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. Do you want to sell a product/service? What is the purpose of your campaign?

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Reducing AHT but not solving those customers’ issues benefits no one.

Self service 52

Self service Virtual Agent Chatbots Government 52

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. The constantly evolving landscape means that business-to-business (B2B) customers have all the power. Offer personalized services.

Customer Service 55

Customer Service B2B B2C Upselling 55

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Author: Olivier Njamfa - CEO & Co-Founder Given the vital importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC) in some form.

Best practices 66

Best practices Analytics Feedback Surveys 66