CSM Magazine

DECEMBER 15, 2022

After all, your customer support team is the heart and soul of the customer experience (CX). Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  Every part of the employee experience matters, yet new hire onboarding  is an especially critical period. Find tips for avoiding job shock by crafting an accurate job description in the first article in this series. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Automotive 52

Automotive Customer centricity Journey mapping Transportation 52

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. The most recent version of ChatGPT, which is based on GPT-4 and was released in March 2023, is OpenAI’s latest and most advanced chatbot. Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 67

Contact Center B2C Chatbots B2B 67

ViiBE Blog

JULY 22, 2022

ViiBE Blog Best ways to use CRM Anna Gorina July 22, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! And what are its newest trends? In this article, we’ll answer all of those questions and more.

CRM 52

CRM Upselling Sales Marketing 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Netomi

JANUARY 5, 2023

Brands face unique challenges heading into 2023 as they balance the variety of changes the last few years have brought on—a looming recession, staffing shortages across all industries, and significant shifts in consumer behavior and expectations brought on by the pandemic.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

Lumoa

OCTOBER 15, 2023

A common trend emerges wherein, once the results are collected, they often recede into the background until the next feedback cycle rolls around. Our research – “ State of Customer Experience 2023 ” showed that 37.5% In This Article: Toggle Balancing Speed and Consistency in Customer Feedback 1.

Feedback 83

Feedback Analytics Surveys Benchmark 83

NobelBiz

MAY 22, 2023

The business environment is transforming at an accelerated pace, with digital technology at its heart. In today’s digital era, it must be efficient, reliable, and agile. Embrace the future, elevate your customer experience, and witness the transformative impact it has on your bottom line. billion in 2020 to USD 9.50

voip 52

voip Contact Center Call Center Interactive Voice Response 52

NobelBiz

OCTOBER 17, 2023

In Part Two of ‘Pain Points for Call Center Owners and Operations Managers,’ we will unveil an additional set of seven critical challenges and provide insights, solutions, and practical strategies to tackle them head-on. However, making sense of this huge volume of data and extracting actionable insights can be daunting.

Call Center 59

Call Center Management Contact Center Analytics 59

CSM Magazine

JUNE 12, 2020

In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

NobelBiz

FEBRUARY 23, 2023

We answer all these questions and more in our article. Typical Functions of VoIP VoIP is a digital telephone service that transports and delivers conversations over the Internet. Consistent user experience : The “unified” part of UCaaS provides consumers with a uniform experience across tools and apps.

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

NobelBiz

JUNE 7, 2021

We answer all these questions and more in our article. Typical Functions of VoIP VoIP is a digital telephone service that transports and delivers conversations over the Internet. Consistent user experience : The “unified” part of UCaaS provides consumers with a uniform experience across tools and apps.

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52