SharpenCX

OCTOBER 15, 2023

These days, it feels like you can’t turn on the TV or open a web browser without some reference to artificial intelligence (AI). While many organizations have been using artificial intelligence and automation in some way, shape, or form for some time, 2023 has undoubtedly taken it mainstream and ushered in a widespread era of AI.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

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? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Vistio

FEBRUARY 20, 2024

With the rapid advancement of artificial intelligence and its integration into various industries, one area gaining significant attention is outbound sales call training. In this article, we’ll discuss how the future of outbound sales call training can be significantly transformed by leveraging AI-based solutions like ServiceSim.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers.

Analytics 98

Analytics Call Center Scripts Contact center software 98

NobelBiz

AUGUST 28, 2023

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. From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? These strategic touch points hold the potential to greatly influence customer satisfaction, lead generation and overall success story of a company. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

ChurnZero

JULY 29, 2022

This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%. The upsides of the customer success approach are unparalleled.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. In essence, it’s the digital waiting room of the telecommunication world.

Wait times 52

Wait times Telecommunications Call Center CRM 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

B2B 62

B2B Feedback B2C Enterprise 62

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. Enter the bots. That’s changing.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

Totango

JULY 2, 2019

These days, customers expect personalized service. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Customers expect high standards.

Customer centricity 84

Customer centricity Enterprise Metrics Personalization 84

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

OctopusTech

JUNE 8, 2022

Technology is growing rapidly year by year and huge progress could be seen in machine learning , AI , automation of work, and customer service. Call center automation simplifies the process of businesses and increases efficiency in customer service. What is call center automation?

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

JustCall

JUNE 26, 2023

Let’s dive in and explore this comprehensive guide on real estate conversion rates and the example of conversion in real estate. Let’s dive in and explore this comprehensive guide on lead conversion in the real estate industry. In this blog post, we will delve into the topic of lead conversion for real estate.

Real estate 52

Real estate Marketing Scripts Personalization 52

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers. Meet your customers where they are.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

APRIL 25, 2023

This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential. Implementing these tactics will save money and enhance customer satisfaction and overall business performance. Failing to do so puts the business at risk and allows competitors to outperform.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

NobelBiz

JUNE 5, 2023

The Basics of Lead Generation Lead generation, at its core, is the process of identifying and nurturing potential customers for a business’s products or services. It is about sparking interest, initiating a conversation, and gradually guiding the prospect toward making a purchase.

Call Center 52

Call Center Scripts CRM Contact Center 52

Netomi

APRIL 7, 2022

Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. To provide customers with a seamless, personalized, and connected experience, across all channels.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Totango

JULY 2, 2019

These days, customers expect personalized service. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Customers expect high standards.

Customer centricity 48

Customer centricity Enterprise Metrics Personalization 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Inbenta

SEPTEMBER 29, 2021

Good customer service is all about a speedy resolution. If a customer can find a solution to their problem in a single interaction, they’ll view the experience in a positive light. The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR).

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

CX Journey

DECEMBER 7, 2016

The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing. Then we built packages around the pricing, which was a way of bundling features and products together at an aggregated price to meet customer needs.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

OctopusTech

SEPTEMBER 29, 2022

Customers are the most vital part of any business and to build a better relationship with them you need to invest in the customer service software. It is the backbone of building a successful business and providing an exceptional digital customer experience. . What Is Customer Service Software?

Customer Service 62

Customer Service CRM Self service Analytics 62

Tethr

OCTOBER 2, 2020

In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. Especially the last part of that interaction.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

JivoChat

JULY 27, 2021

But e-commerce brought about a disconnect in the way businesses and customers interacted. Customers once again desire that human connection, even when shopping online. Getting new customers, and keeping customers you already have, requires purposefully engaging them. What is a Customer Engagement Strategy?

Gamification 52

Gamification Chatbots Sales Feedback 52

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important? Self-service is not an option.

Self service 52

Self service Chatbots B2B Customer centricity 52

Vistio

JULY 11, 2022

Can you give our listeners and readers some insight into your background, where you started and how you got to where you are today? And then I went to Frost & Sullivan for about seven and a half years, similar focus as at IDC as an analyst on the digital transformation team, and again, with a focus on the contact ecosystem.

Technology 52

Technology Self service Contact Center Analytics 52

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. They need to massively scale.

Marketing 80

Marketing Customer centricity Coaching Sales 80

customer sure

NOVEMBER 9, 2017

We can’t make the GDPR go away, but we can help you make sense of the parts of it that relate to sending feedback forms to your customers. which summarises everything, and this article gives you the detail you’ll need. which summarises everything, and this article gives you the detail you’ll need. What is GDPR?

Surveys 59

Surveys Feedback Government Marketing 59