CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Sales 307

Sales CRM Contact Center Customer retention 307

24-7 InTouch

APRIL 2, 2024

A leading food delivery service brand partnered with us to identify opportunities to enhance their customer experience (CX). We implemented our innovative strategic sprint approach, a collaboration between agents, operations leaders, CX support teams, and technology teams, to identify enhancement opportunities.

Technology 52

Technology Customer Experience 52

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. Customers are more likely to recommend you after a great experience. The frontline is important, but we need all employees to act based on the feedback of the customers.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. .

First call resolution 190

First call resolution Call Center Best practices Customer Support 190

TechSee

SEPTEMBER 28, 2023

If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it? In August 2023, we fielded a new study to answer this question. And the results were surprising. Do people know what Generative AI is?

Surveys 124

Surveys Chatbots Education Customer Support 124

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

24-7 InTouch

NOVEMBER 10, 2023

Discover how a leading global consumer electronics brand transformed its customer support strategy for non-English languages in the Europe, Middle East, and African regions. Join us in exploring the impactful journey that redefined customer support and marked a significant milestone in the brand’s digital transformation.

CRM 52

CRM Customer Support Technology Customer Service 52

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

24-7 InTouch

NOVEMBER 29, 2023

IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety.

Customer Support 52

Customer Support Customer Experience 52

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. As such, automation is top of mind.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. It can help companies pinpoint areas for improvement within customer feedback.

Feedback 83

Feedback Banking Chatbots Automotive 83

Toister Performance Solutions

MARCH 2, 2023

Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient. Burnout study overview A total of 951 contact center agents participated between January and February 2023. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

24-7 InTouch

AUGUST 28, 2023

IntouchCX provides emerging platforms with industry-leading trust and safety support with our Disrupt solution. Our extensive experience enables us to streamline new business processes for our partners, improving efficiency and elevating the customer experience.

Calibration 52

Calibration Customer Experience 52

CSM Magazine

DECEMBER 12, 2023

In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments. The company also implemented over 2,000 SIP channels to support ENGIE’s voice-heavy operations.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

Global Response

JANUARY 31, 2024

That makes it incredibly challenging to provide adequate, timely, and secure IT support. Plus, many in-house IT departments are not trained to deliver support for completely virtual work environments. That’s precisely why so many companies are outsourcing tech support. Similarly, your IT needs might flow with the seasons.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Fonolo

SEPTEMBER 19, 2018

Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. In fact, we should regard them with even a smidgen of positivity, as they are unique conversation channels that present pathways towards establishing and maintaining relationships with customers.

Airlines 237

Airlines Chatbots Education Contact Center 237

24-7 InTouch

JUNE 13, 2023

IntouchCX optimizes business workflows and enhances the customer experience for marketplace brands across the globe. We are industry leaders delivering exceptional support to ensure the trust and safety of your brand and customers.

Customer Experience 52

Customer Experience 52

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Hodusoft

MARCH 15, 2024

In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7 times more revenue as compared to their competitors who are at the bottom of the customer experience rankings.

Advertising 52

Advertising Wait times CRM Personalization 52

24-7 InTouch

JANUARY 9, 2024

As a brand with a strong commitment to education accessibility, our partner required optimized language support to ensure they could continue to service customers cost-effectively in their own spoken language from their offshore centers of excellence.

Customer Experience 52

Customer Experience Average Handle Time Education Government 52

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 Read full case study]. Improve patient satisfaction. And for good reason.

Healthcare 96

Healthcare Chatbots Morale Transportation 96

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. Businesses bear the cost of these messages, making them an attractive option for customer support and engagement. This can lead to higher customer satisfaction and retention rates.

Real estate 98

Real estate Marketing Sales Customer Support 98

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. To meet these lofty expectations, many schools are introducing university chatbots. Get slides now Slides 1.

Chatbots 69

Chatbots Education Self service Personalization 69

24-7 InTouch

APRIL 13, 2023

IntouchCX delivers industry-leading customer care solutions that help brands retain customers by delivering efficient and personalized service. Our top-tier support is paired with streaming services to increase and maintain customer satisfaction.

Customer Care 52

Customer Care Personalization Entertainment 52

Spearline

JUNE 2, 2022

In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. Backing up this technology trend further, is CCW’s 2022 market study on the State of Contact Center Technology. reduction in spending. And those concerns are understandable.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Help Scout

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. The emphasis is on both keeping the customer longer and also expanding the relationship.” What is customer success marketing?

SaaS 79

SaaS Marketing Sales 79

Quality Contact Solutions

JULY 11, 2022

Resources to support success A B2B lead generation service has the added efficiency benefit, with multiple resources to support your company’s success. READ: B2B LEAD GENERATION CASE STUDY. An effective B2B lead generation service provider will customize your business requirements.

B2B 98

B2B Telemarketing Scripts Construction 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105