Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

Customer Service 357

Customer Service Customer Experience Management 357

HelpCrunch

SEPTEMBER 12, 2023

Today, we’re happy to announce a long-term financial and technological partnership between HelpCrunch and UniSender. 2020 has been a pivotal year for all businesses. The partnership with UniSender allows us to continue growing and building [ … ] The post Technological and Financial Partnership: UniSender Invests in HelpCrunch ? appeared first on The HelpCrunch blog.

Technology 115

Technology Customer Service 115

Helpware

SEPTEMBER 12, 2023

The digital transformation of the workplace is not just a trend; it's a strategic need, especially in the BPO sector. The year 2023 saw 35% of U.S. workers predominantly engaged in remote work, based on fresh data from a Pew Research Center study. In fact, it's an innovative strategy that can significantly boost productivity while reducing operational costs.

Management 97

Management 97

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

Customer centricity 90

Customer centricity 90

AnswerConnect

SEPTEMBER 12, 2023

Discover how phone order management can benefit your business's bottom line. Learn about the process, benefits, implementation and best practices. The post What is phone order management and how can it help your bottom line? appeared first on AnswerConnect Blog.

Management 93

Management Best practices 93

Cisco - Contact Center

SEPTEMBER 12, 2023

Cisco security is excited and ready for another exciting, action-packed season in the NFL! The number one responsibility of any NFL lineman can be summed up in one word: Protection.

91

91

SQM Group

SEPTEMBER 12, 2023

This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer satisfaction.

Customer Service 99

Customer Service 99

ConvergeOne

SEPTEMBER 12, 2023

In a world where customer interactions with businesses often feels like navigating a labyrinthine phone menu—press one for this, press two for that—C1 is pioneering a novel approach to transforming these frustrating experiences into something seamless, efficient, and satisfying. The conventional Interactive Voice Response (IVR) systems have long been the bane of customer service, leaving both clients and brands grappling with a lackluster engagement that’s limited to the voice channel and thus l

Interactive Voice Response 86

Interactive Voice Response Customer Experience Customer Service 86

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Cyara

SEPTEMBER 12, 2023

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Feedback 76

Feedback 76

Tethr

SEPTEMBER 12, 2023

Credit union leaders share their top takeaways for automating QA and implementing other AI tech in the contact center.

Contact Center 100

Contact Center 100

Cisco - Contact Center

SEPTEMBER 12, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

Technology 87

Technology 87

Comm100

SEPTEMBER 12, 2023

At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.

Management 62

Management Education Marketing 62

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Cisco - Contact Center

SEPTEMBER 12, 2023

Businesses are expected to deliver flawless, secure digital experiences to their customers through applications.

87

87

Blueship Call Center

SEPTEMBER 12, 2023

It’s no joke trying to run a profitable business! Every organisation has ups and downs due to a variety of circumstances. To be quite honest, handling every procedure needs a team effort and professional guidance. You may simply hire a third party to complete some chores. Your important time will be freed up as a result. Every company wants to develop fruitful customer connections.

outsourcing 68

outsourcing Customer Experience Customer Care Sales 68

Cisco - Contact Center

SEPTEMBER 12, 2023

How you set your factory network up can make or break your Industry 4.0 initiatives.

96

96

Back Office Centers

SEPTEMBER 12, 2023

Any organization has to have a wide range of back-office duties. However, because staff who focus primarily on back-office services often earn more than those who work in the front office, this might be a prohibitive expense. Making payroll, handling money and accounting, managing IT, and inputting data are all examples of back-office services. By adopting back office service providers to undertake the aforementioned activities, businesses may save a lot of money.

outsourcing 66

outsourcing Finance Accountability Consulting 66

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. On the heels of a $15M funding round led by Boston-based Volition Capital, Zenarate’s AI Simulation Training solution has delivered over 20 million training simulations in 15 languages, transforming how contact center agen

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

ConvergeOne

SEPTEMBER 12, 2023

In a world where customer interactions with businesses often feels like navigating a labyrinthine phone menu—press one for this, press two for that—C1 is pioneering a novel approach to transforming these frustrating experiences into something seamless, efficient, and satisfying. The conventional Interactive Voice Response (IVR) systems have long been the bane of customer service, leaving both clients and brands grappling with a lackluster engagement that’s limited to the voice channel and thus l

Interactive Voice Response 55

Interactive Voice Response Customer Experience Customer Service 55

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Help Scout

SEPTEMBER 12, 2023

AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.

61

61

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Certified Languages International

SEPTEMBER 12, 2023

Whichever section of the city you’re in — whether you’re looking to sit down at Jake’s Famous Crawfish, grab a quick snack from Le Bistro Montage Ala Cart, or a have couple drinks from Hey Love — there’s somewhere perfect for you. Let CLI help you explore Portland’s refreshments! Take a look at some of our favorite places to eat or grab a drink. Photo from Victoria Bar Photo from Victoria Bar North Portland Food Eem – Thai BBQ & Cocktails Drinks Victoria Bar The Alibi Tiki Lounge Photo

Marketing 52

Marketing 52

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Balto

SEPTEMBER 12, 2023

With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience).

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Cisco - Contact Center

SEPTEMBER 12, 2023

At Cisco we strive to align our strategy, content, and offerings to the top trends happening in the industry. To help us do this effectively, we use the tool we entitled the Cisco Portfolio Explorer.

52

52

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52