Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

NobelBiz

AUGUST 28, 2023

Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

JustCall

OCTOBER 4, 2023

Introduction If you’re running a business, you’ve probably felt the sting of customers leaving, right? When customers bid goodbye, it can throw a wrench in our growth and earnings. One powerful solution that businesses can fall back on for customer churn prevention is conversation intelligence.

Customer retention 52

Customer retention Feedback Upselling Sales 52

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. The most vibrant ones offer members a chance to act on their passions with each other.”. The Bare Basics.

Advertising 98

Advertising SaaS B2C Engineering 98

CSM Magazine

JULY 7, 2021

Kris McKenzie at Calabrio suggests the secret to success lies in blending voice, and its unfiltered insights, with your CRM to build better customer journeys. . we discovered how data is the beating heart of a synchronised agent and user experience, empowering frontline staff to deliver better customer experiences.

CRM 52

CRM Enterprise Journey mapping Analytics 52

NobelBiz

AUGUST 22, 2023

Premium Telco Without Breaking the Bank The NobelBiz Voice Carrier Network is one of the best VoIP Interconnected Providers in the industry, with multiple worldwide redundancies for uninterrupted uptime, delivering the best possible voice quality at a fair price. All our systems are reinforced through Amazon’s powerful AWS.

voip 98

voip Telecommunications Contact Center Contact center software 98

CSM Magazine

APRIL 28, 2021

Simplifying and boosting tech efficiency is fast becoming a top priority for customer service organisations, both for agents and operational users alike whilst consumer expectations continue to rise. The reality is, currently, no one provider can be all things to all contact centres. Aiming for a single pane of glass.

CRM 59

CRM Analytics Multichannel Telecommunications 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Hodusoft

NOVEMBER 24, 2021

As the customer support function evolves, so do call center software features. It is difficult, if you are not an industry insider, to keep a tab on all the latest developments and know which call center tools are relevant for today’s customers. . What do customers expect? However, it’s easier said than done.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

Kayako

FEBRUARY 16, 2017

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands? One click links to frequent questions/FAQ?

SaaS 92

SaaS Self service Best practices Customer Support 92

Global Response

JANUARY 9, 2023

So how can you create a winning B2B customer service strategy? And what brands can you learn from who are already making their mark in the B2B customer service space? We’ll discuss practical tips and examples of each in this article. What is B2B Customer Service?

B2B 62

B2B B2C Customer Service Self service 62

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Executive Buy-in and Advocacy.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Amity

NOVEMBER 28, 2018

I am the GM, the coach and the player. Depending on the day, it could be I play more of the coach, of the GM, or of the player in the front line, but I do all three. How did you get started in Customer Success, and how has your path led you to your current role?

Coaching 106

Coaching SaaS Metrics Accountability 106

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . The entire process took a few minutes, and I think was designed well for a web or mobile experience. . This is the right time to use NPS. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Pointillist

NOVEMBER 29, 2018

The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. Treats All Customers the Same.

Analytics 45

Analytics Banking Metrics Customer Care 45

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Thats why many CMOs hire a supportive advisor or sounding board such as myself to accompany them on this stressful journey. (If The most influential CMOs lead digital transformation with a customer-first mindset.

Marketing 59

Marketing Consulting Consulting Analytics 59

Peter Lavers

JULY 10, 2018

This is now augmented by Watson, using artificial intelligence to score the ‘atmosphere’ – including tension, player and crowd reaction. There are six principal stakeholders at Wimbledon – the fans attending, fans viewing and listening around the world, the AELTC, the media, players and their teams, and sponsors.

Big data 20

Big data SaaS Marketing Customer Experience 20

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Thats why many CMOs hire a supportive advisor or sounding board such as myself to accompany them on this stressful journey. (If The most influential CMOs lead digital transformation with a customer-first mindset.

Marketing 54

Marketing Consulting Consulting Analytics 54

HireIQ

AUGUST 5, 2020

We are now midway through the third quarter of a year that will surely be remembered as one of the most chaotic in history. As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? curbside pickup, digital experiences, etc.,

Analytics 52

Analytics Contact Center Call Center Enterprise 52

Vistio

OCTOBER 27, 2021

Director, Global Customer Care Strategy for Choice Hotels with responsibility for all contact center sales and support divisions under shared services for 6,500+ hotels in 35 countries. Can you give our listeners some insight into your background? The operational model really focuses on sustainability, growth, and scalability.

Call Center 52

Call Center Contact Center Best practices Education 52

Vistio

JULY 11, 2022

And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. Can you give our listeners and readers some insight into your background, where you started and how you got to where you are today? I like to zero in on, in fact, I just spoke in Lisbon on, at an event with a focus on the metaverse.

Technology 52

Technology Self service Contact Center Analytics 52

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. I’ll choose one of my best this happened back in 2014.

Coaching 59

Coaching Engineering Personalization Feedback 59

Branch Mesenger

MARCH 20, 2018

How bookstores are building community and using in-store experiences to bring back readers. How one hardware store goes above and beyond to deliver exceptional service. How technology is changing the way frontline employees handle customers. What technology trends will shape the future of customer experience.

Customer Service 48

Customer Service Airlines Technology Upselling 48