LiveVox

OCTOBER 3, 2023

It enables a tailored approach that resonates with each customer’s unique needs. In this dynamic landscape where digital transformation intertwines with personalized experiences, effective segmentation is the beacon guiding you to success.

Personalization 91

Personalization 91

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

TechSee

FEBRUARY 7, 2023

Early chatbots were extremely limited, serving primarily as another way to interface with user guides and help center content. The technology industry is abuzz with the latest breakthroughs in artificial intelligence. For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI.

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Routing directs the call to the relevant destination.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

SaaS 52

SaaS Customer Experience Construction Analytics 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

SaaS 98

SaaS Customer retention Surveys Consulting 98

TechSee

JANUARY 24, 2023

By systematically and visually leading a caller through a series of steps, the service team can reduce costs by cutting the AHT spent on calls and increasing the number of customers they serve. This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

Balto

JANUARY 25, 2024

Part of the same platform trained on 40M customer calls, Balto QA Copilot helps your QA team focus on improving your agents’ conversations, not just scoring them. Today, Balto has guided over 250 million calls, provided over 450 million real-time recommendations, and driven millions in increased revenue.

Contact Center 69

Contact Center Coaching Education Enterprise 69

Lumoa

MARCH 17, 2022

New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa! New guide available for Lumoa SSO SSO stands for Single Sign On. to get an overview of the whole process.

Surveys 83

Surveys Best practices Accountability Feedback 83

Fonolo

JUNE 1, 2021

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. But this ‘new normal’ comes with uncharted territory, and the success of your business hangs in the balance. But this ‘new normal’ comes with uncharted territory, and the success of your business hangs in the balance.

Contact Center 155

Contact Center Employee engagement Technical Support Personalization 155

Joe Rawlinson

MAY 15, 2023

In this article, we will provide essential tips to help set the stage for a successful endeavor. Keep reading to learn more about essential business concepts and strategies that will help propel your business forward. Develop a Strong Business Plan A solid business plan is crucial for the success of your venture.

Education 78

Education Marketing Management Customer Experience 78

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Vistio

MARCH 16, 2024

To achieve success in their contact centers, organizations must invest in efficient and comprehensive agent training approaches tailored to address the complexities and demands of the modern call center landscape. Call handling protocols and guidelines – Do agents need to give a standard greeting or call wrap-up?

Contact center software 52

Contact center software Contact Center CRM Call Center 52

Fonolo

FEBRUARY 7, 2023

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members.

Abandon rate 140

Abandon rate Customer Service Wait times Call Center 140

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program.

SaaS 98

SaaS Metrics Management Customer Service 98

SmartKarrot

FEBRUARY 19, 2021

This holds true even for building an effective business case for customer success. Let’s look at them individually in the context of customer success. If your company has not yet started its customer success program, there would definitely be a lot of opportunities to optimize your revenues.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. Her infectious humor and storytelling are legendary among our colleagues.

Customer Service 124

Customer Service Customer Experience 124

Expivia

FEBRUARY 26, 2024

This guide outlines the critical preparatory steps and follows with a strategic roadmap for technology acquisition, ensuring your contact center is fully prepared to embrace the future. Whether it’s a credit union’s core system or a retail chain’s CRM, seamless integration into your telephony platform is essential.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Fonolo

SEPTEMBER 28, 2021

There’s never a dull moment in a call center with a myriad of opportunities for growth and success. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

SmartKarrot

SEPTEMBER 27, 2020

In a customer success space, customer empathy is a critically important term in its dictionary. This guide ahead will walk you through the detailed ‘nitty-gritty’ of this subject. What is Customer Empathy? Categories of Customer Empathy How to identify an empathy problem? What is Customer Empathy?

Management 10

Management SaaS Education Personalization 10

CSM Magazine

APRIL 16, 2024

By integrating AI tech into online gambling, the gaming experience is lifted to a whole new level; players enjoy tailored customer service and the overall operations of the casinos become more efficient. A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Luckily, a successful call center is within reach.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Nicereply

FEBRUARY 2, 2024

You want to confirm the success, so you send out a survey to all the attendees. They often contain assumptions, presuppositions, or language that guides respondents toward a particular answer. So, you’ve just wrapped up an event and feel pretty good about how it all went down. And guess what? Tricky, huh?

Surveys 69

Surveys Feedback Education Best practices 69

OctopusTech

MARCH 1, 2024

Their user-friendly admin makes it simple to add products, customize the design, manage orders and inventory, and track analytics without needing to know code. There are also hundreds of professional themes and apps to extend functionality and customize the look and feel of your store.

Analytics 62

Analytics APIs Enterprise Best practices 62

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

NobelBiz

JANUARY 30, 2024

That being said, call center blockage is one of the critical issues in customer service. Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 95

Customer Service Contact Center First call resolution Call Center 95

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Vistio

MARCH 4, 2024

Providing exceptional customer service is undoubtedly one of the most critical aspects of running a successful business. Contact centers are on the front lines of customer interaction, dealing with a vast range of personalities and communication styles daily.

Personalization 52

Personalization Contact Center Technology Customer Service 52

CSM Magazine

OCTOBER 27, 2023

“If you don’t care, your customer never will.” As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value.

Finance 59

Finance Accountability Customer Service Engineering 59

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 105

Call Center Telemarketing Healthcare Government 105

CSM Magazine

APRIL 16, 2024

Online casinos are not just places for digital entertainment; they are platforms where the experience of each user can define the longevity and success of the casino itself. Superior customer service ensures that the user experience is exceptional. It could be the difference between a retained customer and a lost one.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52