C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. It’s exciting to be part of a team genuinely striving to build a diverse and inclusive business for all C Spacers regardless of how they identify.”.

SaaS 52

SaaS Education Consulting Consulting 52

VirtualPBX

JULY 13, 2021

Even if you’re not aware of the term hybrid work , you’re probably aware of how it manifests in business. Hybrid work is the joining of at-home, remote work, and on-site work. Let’s take a quick look at how it may take shape at your business if you haven’t already started a hybrid work structure of your own.

Government 98

Government Accountability Management Sales 98

Playvox

OCTOBER 12, 2022

While some contact centers are considering a move back to a fully on-site workplace, there are clear signs remote work is here to stay —across industries and for customer experience organizations in particular. The end of summer signals a familiar and important pivot. Today, Managing Well Means Means Managing Well Remotely.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Beyond Philosophy

SEPTEMBER 6, 2016

Professor Payne cites five reasons: 1. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Why does this overemphasis and preoccupation happen?

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Balto

SEPTEMBER 7, 2022

Take a look at how these challenges can manifest in financial services contact centers. Chances are, it’s way more than three applications… or four, or five, or even six. An overwhelming 80% of agents report using four or more applications for each customer interaction, and nearly a quarter use a whopping 10 to 15.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

aircall

JANUARY 5, 2022

If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. As a direct result of the creativity and ingenuity IT teams have shown during the past two years, a new challenge has come to the forefront: how to retain top tech talent. .

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. The role of a call center manager is complex and challenging. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Hassan Alnassir. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. How do you know if your company needs a CCO? More companies are adding a Chief Customer Officer (CCO).

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Of course, phone calls are still used during essential times, but this number is decreasing fast. Read Every Word.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. When looking at actual customer behavior, the opposite is true. Why do people prefer self-service?

Management 98

Management Customer Service Self service B2C 98

Maru Group

NOVEMBER 18, 2021

event to learn how they are disrupting the market with their 100% Fairtrade promise. Through their research, Equifruit uncovered that though sustainability is important to consumers, they don’t understand how fair trade applies to the banana industry. By Stephen Brockway, Chief Research Officer, Maru/Matchbox UK | November 18, 2021.

Transportation 81

Transportation Sales Marketing Education 81

Certified Languages International

APRIL 8, 2019

As of now, if a patient would like to be seen by his or her provider through videoconferencing technology, the patient must travel to an eligible facility, often called an “originating site.” The aim of the bill is to remove originating site restrictions to include a patient’s home as a coverable location.

Healthcare 64

Healthcare Technology 64

Fonolo

APRIL 24, 2018

They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations. A new pricing model, based on pure consumption, seems to be emerging. In short, there’s a lot going on! Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

NICE inContact

OCTOBER 10, 2019

86% of consumers will immediately quit doing business with a company because of a bad customer experience 73% of dissatisfied customers cite incompetent, rude, and “rushed” service as the #1 reason for leaving a brand Companies with a social customer service program experience a 7.5% Am I a creature of habit?

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

Transparent BPO

SEPTEMBER 29, 2019

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. Each year, his group produces a contact center market saturation report relied on by the industry.

Contact Center 54

Contact Center Marketing outsourcing Metrics 54

JivoChat

JUNE 30, 2021

But did you know you can leverage your online presence and engage even more customers by adding a chat window to your site? Taking advantage of a live chat box on your company’s site lets you add an optimized marketing solution and provide an instant connection with customers. What is a Chat Window? Consider the following factors.

Chatbots 52

Chatbots Sales Marketing Personalization 52

TRUSTID

OCTOBER 21, 2018

The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand. The article cites three common performance benchmarks that can help you compare how your call center measures up against other call centers. Dowling, M.D.,

Call Center 52

Call Center Abandon rate Benchmark Healthcare 52

CSM Magazine

OCTOBER 21, 2020

But how do you find fresh customers for your e-store? In fact, more than 68% of customers cite the ability to zoom as one of the most important factors when making a purchase decision. Having a well-thought-out return policy clearly displayed on your eCommerce site is key to attracting, and retaining, customers.

Advertising 52

Advertising Engineering Marketing Sales 52

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

Netomi

JUNE 18, 2023

How to be customer centric What are the top customer centricity examples? These are not just boardroom buzzwords but rather essential principles for businesses today – from global enterprises to innovative upstarts. In 2022, all companies need to take a radically customer centric approach. Why is customer centricity important?

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Skybridge

APRIL 24, 2020

Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home? How to visually engage a capable yet distracted and quietly disillusioned remote team. We would love to talk! By David Nour.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home? How to visually engage a capable yet distracted and quietly disillusioned remote team. We would love to talk! By David Nour.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

MAY 6, 2020

In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. In that post, I also talked about how, right now is the right time to step back and identify the lessons you’ve gained from this rapid, unexpected, unprecedented jolt to your business.

At home agents 52

At home agents Customer Care Sales Marketing 52

Skybridge

MAY 6, 2020

In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. In that post, I also talked about how, right now is the right time to step back and identify the lessons you’ve gained from this rapid, unexpected, unprecedented jolt to your business.

At home agents 52

At home agents Customer Care Sales Marketing 52

Ann Michaels and Associates

MAY 14, 2021

Even worse, they may cite the favorable review and the compensation. Good Google Reviews can make a positive impact on your business, but you had better make sure you have a process in place to monitor the site as well as others. Consider how many people took to Tik Tok over the past year! However, is this a good strategy?

Surveys 45

Surveys Entertainment Advertising B2B 45

Quiq

JULY 21, 2021

Web Actions work by leveraging information about where customers are currently on your site, as well as any additional data you may have on past customer engagements (such as their current order status, whether or not they’re part of a loyalty or rewards program, if they’ve recently abandoned a shopping cart, and more).

Personalization 52

Personalization Chatbots Call Center Customer Support 52

CSM Magazine

APRIL 23, 2020

So much of marketing now centres on ‘experience’, how do we provide that for our customers, how do we encourage our buyers to invest in the story of our product and how do we encourage them to share that experience, and by extension our product, on their social channels? Firstly, let’s take a closer look at the customer journey.

Marketing 52

Marketing Customer Experience Journey mapping Entertainment 52

Hodusoft

JANUARY 10, 2024

In this blog post, we will explore how Hosted IP PBX systems offer a seamless connectivity experience and revolutionize the way organizations handle their communication needs. This means that instead of maintaining and managing physical PBX equipment on-site, businesses can access telephony services through the Internet.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

Certified Languages International

JUNE 6, 2019

As of now, if a patient would like to be seen by his or her provider through videoconferencing technology, the patient must travel to an eligible facility, often called an “originating site.” The aim of the bill is to remove originating site restrictions to include a patient’s home as a coverable location.

Healthcare 40

Healthcare Technology 40

LiveChat

SEPTEMBER 13, 2019

CEO David Kahan cited above all the brand experience, saying “It went against every mandate we have of good brand management.”. CEO David Kahan cited above all the brand experience, saying “It went against every mandate we have of good brand management.”. Amazon is the biggest e-commerce platform in the world.

Sales 64

Sales Accountability Management 64

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. What exactly is customer service? More on this next… .

Customer Service 52

Customer Service Customer Experience Feedback Advertising 52

Liveops

JANUARY 16, 2019

Paul cited a diary of Edmund Harrold to illustrate the point. “A From 18th-century labor to TaskRabbit, the flexible workforce is evolving. What does a traditional job look like? Many people would describe it as a full-time role with a single company. The transition from FTEs to gig workers. According to Fast Company, as of May 2015, 15.5

Enterprise 87

Enterprise Transportation Virtual Agent Sales 87

Connect

NOVEMBER 2, 2022

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience). CX: An evolving concept. CX: An evolving concept.

Morale 40

Morale Cloud contact Benchmark Big data 40

ChurnZero

JULY 9, 2021

And how do you know when you’ve gone too far? How Can Customer Success Better Influence Customer Fit? . Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? What’s an Ideal Customer Profile?

Journey mapping 75

Journey mapping Sales Marketing Metrics 75

GetFeedback

JUNE 5, 2018

You need the data, but how do you get it without putting people off? In this post, we’ll cover the basics—what progressive profiling is, why it’s beneficial, and how you can make the most of it. It’s also frequently the reason companies cite for missing their revenue targets. What is progressive profiling?

CRM 68

CRM Surveys Best practices Marketing 68

Fonolo

APRIL 24, 2018

They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations. A new pricing model, based on pure consumption, seems to be emerging. In short, there’s a lot going on! Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Serenova

AUGUST 23, 2019

That means increasing technology bandwidth and hiring on-site seasonal employees who may—but often don’t—bring the experience and skill to seamlessly navigate through the high volume. As a parent, this is a time of mixed emotions for me. Summer is ending, the kids head back to school and the quickened pace of our family routine returns.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65