TechSee

DECEMBER 12, 2022

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. 3 Challenges Field Service Leaders Are Facing.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. The answer is leadership! Thanks Tal. Click To Tweet.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

SharpenCX

AUGUST 1, 2022

In the contact center world, advancements over the last ten years have taken customer service to the next level. Long gone are the days where your customers can only reach you by phone. Now, through inbound/outbound omnichannel, customers can text, video call, email, interact on social media, and more to receive speedy service.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Maybe it’s a knee-jerk reaction to the idea of change, or a fear of letting go of legacy technologies. Maybe it’s budget.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The AI system handled the initial customer interactions, gathering all the necessary information before passing it along to human agents reducing average call handling times by 20%.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

Customer Service Life

AUGUST 30, 2019

Let’s talk briefly about how we can apply this concept to our work in customer service. Leaving the customer in a better place than they were before contacting us. Truly each customer interaction is an opportunity to apply this principle. If we’re in leadership it means that we’ve helped our colleagues achieve the same.

Customer Service 115

Customer Service Personalization Customer Experience Contact Center 115

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now: I order online through a delivery service or schedule a pick-up. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. This is how Talkdesk Research was born.”

Banking 106

Banking Contact Center Accountability Enterprise 106

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 173

Customer Service outsourcing Construction Feedback 173

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. It’s simple: Care about your customers. to your customers. by Tiago Paiva.

Customer Service 198

Customer Service Airlines Customer Experience Technology 198

ConvergeOne

AUGUST 6, 2020

ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. The queue was dominated by the complex and varied issues that customers couldn’t solve on their own.

Contact Center 59

Contact Center contact center solutions Self service Customer Experience 59

Talkdesk

MARCH 30, 2021

Retail customers and CX professionals talked, we listened; here’s what they said. With that comes big pressure on retailers to deliver a better customer experience (CX), with more than half (58%) of retail customers telling us that their expectations for interactions with their preferred brands and retailers are higher than a year ago. .

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now: I order online through a delivery service or schedule a pick-up. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Talkdesk

MARCH 3, 2021

Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. Three-in-five (58%) patients say their customer service expectations are higher than a year ago. Legacy call center systems hinder provider PX efforts. And the stakes are rising.

Healthcare 66

Healthcare Contact Center Call Center Surveys 66

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. The customer service industry got turned on its head in 2020. We’re hoping that CX leaders realized the key to outstanding service was ensuring their employees were happy. Customer Satisfaction (CSAT).

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Jon Arnold

MAY 6, 2021

The CCaaS market sure is messy right now - as is the broader customer service/CX space - and for that tangent, I’ll steer you to my latest No Jitter post which came out earlier this week. Lots of strong growth metrics, but their upmarket success with large enterprise customers catches my eye the most, with 45% YoY revenue growth.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

ShepHyken

JUNE 19, 2023

Each week, I read many customer service and customer experience articles from various resources. That means that customer experience leaders have a lot of pressure on them to “get it right” from a variety of angles. My Comment: Annette Franz is a customer experience and journey map expert.

Customer Service 34

Customer Service Journey mapping Customer centricity Metrics 34

CSM Magazine

JULY 28, 2022

And it’s why UMC’s leadership decided it was time to move away from the clumsy, outdated, and ill-fitting generic customer relationship management (CRM) product the firm had been using. “It

CRM 105

CRM Construction Enterprise Sales 105

Beyond Philosophy

JULY 4, 2016

CMC Thought Leadership Principal, Beyond Philosophy. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Customers want seamless, convenient banking experiences, irrespective of channels or when they are used. Let’s begin there.

Banking 225

Banking Customer centricity Big data Finance 225

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. CX strongly influences customer allegiance.

Banking 53

Banking Contact Center Accountability Enterprise 53

Vistio

JUNE 15, 2021

A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology. There is an overwhelming amount of CSR software on the market making great claims of how it can improve the customer experience.

Technology 52

Technology Contact Center Morale Surveys 52

Quadient

JUNE 28, 2022

As we wrap up the “Quadient Leadership Insights” four-part blog series the week leading up to the USA’s Independence Day celebration, I thought IDC’s assessment of the CCM space was fitting and worth exploring. . Today’s modern CCM solutions are the foundation of a strong Customer Experience Management strategy. Marissa Feigen.

Multichannel 52

Multichannel SaaS Marketing Surveys 52

CX Global Media

JULY 6, 2017

Mario Matulich is the Executive Director, Customer Management Practice at IQPC and conducts the Welcome session to open the event. We live and breathe the customer.” When information is bonded with emotion, customers remember it.” It’s your innate ability to tell stories that make your customers move.” Peter Guber.

Call Center 136

Call Center Entertainment Transportation Coaching 136

Peter Lavers

NOVEMBER 16, 2017

Which brings us to what marketers are now talking about – the omnichannel customer experience. I’d suggest that this doesn’t do justice to the seismic changes that the omnichannel customer experience will demand of businesses in the next ten years. We “do” marketing and sales, but the customer “does” their experience!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Education Services Group

JANUARY 13, 2023

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. At the same time, the costs of investing in new capabilities (a brand-new Customer Success organization , for example) snowball. In short, you need to become a Customer Success evangelizer.

SaaS 52

SaaS Enterprise Best practices Sales 52

Talkdesk

AUGUST 25, 2020

I could talk for days about the happy, grateful customer emails I receive—but I often pause before doing so. We are a leader not only because we have a great product; we are a leader because 1,800 companies of all sizes, from all regions wanted to help write the Talkdesk story—one that will undoubtedly be a legacy. .

contact center solutions 69

contact center solutions Contact Center Customer Experience Management 69

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The customer service industry is evolving and hasn’t looked back. We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Skybridge

APRIL 29, 2020

Internal catastrophes, like product failures or leadership challenges are one thing. Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Internal catastrophes, like product failures or leadership challenges are one thing. Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

3CLogic

JUNE 24, 2019

Telephony and CRM Integration In our experience the most effective application of hybrid, which at its core is blending private and public cloud, is when a company preserves its legacy telephony system (whether it's Cisco, Avaya or something else used on-premise) and integrates it with their CRM in the cloud.

CRM 40

CRM Cloud contact Contact Center Service level 40

ijgolding

NOVEMBER 23, 2018

When it comes to the subject of Customer Experience (CX), everyone has an opinion. The overriding reason why organisations are measuring VOC badly, is that leaders are more interested in hitting targets and massaging egos, than they are in genuinely understanding what they key drivers of customer perception actually are.

Banking 83

Banking Gamification Customer centricity Personalization 83

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.”

Finance 52

Finance Technology Personalization Accountability 52

The Petrova Experience

MARCH 7, 2024

” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. What is the goal, or what we call “the job to be done” for your customer? Are they comfortable?

Customer Experience 52

Customer Experience Transportation Healthcare Government 52

ijgolding

JULY 25, 2017

I secured my very first full-time job in the financial services industry in 1995. Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. This phenomenon was particularly prevalent in the financial services businesses I worked in. It was refreshing.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

AWS Machine Learning

NOVEMBER 18, 2022

First, there are many common use cases that you can address with a combination of AI/ML and other AWS services, such as Intelligent Document Processing, Contact Center Intelligence, and Personalization among others. Customers have been looking for more guidance and new tools in this space. AI/ML Leadership session.

Contact Center 77

Contact Center Engineering APIs Analytics 77