PeopleMetrics

FEBRUARY 25, 2021

This is a special look at what’s coming soon and what’s recently launched. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health. Learn about the latest changes to PeopleMetrics and how they affect your team.

Management 108

Management SaaS Surveys Feedback 108

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Every manager knows that new hires are extremely costly, and even more expensive to replace. It should come as no surprise that the call center industry experiences high turnover rates. Provide ongoing training.

Call Center 95

Call Center Contact Center Self service Contact center software 95

VirtualPBX

FEBRUARY 16, 2021

We will soon upgrade the platform that runs our VirtualPBX Phone Plans , which we call Dash, to version 5.0. will come with a range of benefits for our customers that will allow them to more efficiently use their phone plans every day. We’re also excited for what’s coming with the VirtualPBX Softphone. The move to Dash 5.0

APIs 98

APIs voip CRM Accountability 98

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. Comm100 comment: As unemployment rates stay low due to labour shortages, factors like increased retirements among aging populations have many predicting that the workforce may not rebound anytime soon.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

ConvergeOne

JULY 25, 2023

Patton Let’s think about this saying and how it relates to the current change we are seeing in business-related technology. With every new addition into our ever-changing ecosystem, there have been ways to understand, add and protect business data that could be affected.

Healthcare 78

Healthcare Technology Personalization 78

ShepHyken

NOVEMBER 12, 2018

7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones. Predictions 2019: Customer Experience Comes Under Fire by Harley Manning.

Customer Service 223

Customer Service Marketing Customer Experience Technology 223

Spearline

JANUARY 13, 2022

With the phasing out of PSTN technology , many businesses have switched to Voice-Over-IP. SIP migrations may come with SIP pitfalls, but careful planning can help avoid these. In summary, the traditional desk phones we are familiar with will soon become a thing of the past, along with the chunky monthly telephone bills.

voip 105

voip Telecommunications Benchmark Contact Center 105

Jon Arnold

APRIL 21, 2021

Jeff Pulver is a long-time visionary, entrepreneur and community-builder in the communications technology space; especially around VoIP, which he had a direct hand in establishing as the successor to TDM. Our topic is close to home for us, titled: The New Voice - Exploring New Worlds Beyond the Phone Call , and registration details are here.

voip 94

voip Education Technology 94

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. As our Intelligent Personal Assistants (IPAs) mature, we will come to rely on them even more, resulting in the expected market for virtual assistants to reach $7.7B

Self service 116

Self service Banking Analytics Personalization 116

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. When the topic of customer service comes up, the most common associations aren’t typically positive ones. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

IdeasUnlimited

SEPTEMBER 4, 2023

This is where Augmented reality comes in handy. However, it is projected that it will soon increase at an exponential pace. Therefore, if there’s any company on whom we can rely on to make a piece of technology mainstream, it is definitely Apple. What sort of home decorating or furnishings would complement the look?

Transportation 52

Transportation Entertainment Technology Engineering 52

ChurnZero

JULY 27, 2021

Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’. You Mon Tsang, CEO of ChurnZero said: “It is an honor to make the SaaS Awards shortlist, which recognizes our team’s excellence and innovation in developing SaaS technologies.”.

SaaS 98

SaaS CRM Enterprise Technology 98

TechSee

APRIL 2, 2019

Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. Computer Vision AI Comes of Age. That moment opened the world’s eyes to the potential of artificial intelligence, and since then the technology has, of course, come on in leaps and bounds.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. While we still very much live and work in the ‘age of the customer’, a new emotion has emerged and grown from within it – empathy. It’s empathy that will get customers to come back.”.

Customer Experience 133

Customer Experience Construction Technology Customer Service 133

Jon Arnold

MARCH 28, 2022

Last week’s Enterprise Connect 2022 was as much a vibe as it was a conference about the state of communications technologies for enterprises and contact centers. Numbers were down from earlier shows – not everyone is ready to come back yet – but there was plenty to take in and many people to re-connect with.

Enterprise 76

Enterprise Contact Center Accountability Technology 76

CSM Magazine

DECEMBER 12, 2022

Keeping up with technology and customers’ preferences is crucial for any business, and even more when it comes to restaurants. If you are not fully sold on the idea yet, here you have 5 good reasons to do this as soon as possible. Keep in mind that technology can be your best friend and business partner, not your enemy.

Technology 52

Technology Sales Customer Service 52

TechSee

FEBRUARY 16, 2021

Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Not only do these new-generation technicians generate revenue, but they also become trusted resources for customers.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Fortunately, technology is keeping up with these demands.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Fonolo

SEPTEMBER 21, 2023

With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Customer Effort Score (CES) Customer effort is a reasonably new metric in the call center ; it measures the impact of the obstacles customers are met with when seeking customer service.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Maru Group

AUGUST 18, 2022

By Maru Entertainment & Technology | August 18, 2022. will soon be in a recession keeps growing. But caution should be noted at the services where few subscribers consider them to be good for value for money—these are potentially at risk come a recession. The possibility that the U.S. Who’s at risk of being cut?

Entertainment 78

Entertainment Advertising Technology 78

Education Services Group

FEBRUARY 10, 2022

The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Added ten new clients, from high-growth startups to Fortune 500 Enterprises. Increased pipeline of new business opportunity by more than 2x.

Consulting 52

Consulting Consulting B2B Enterprise 52

SharpenCX

JULY 6, 2022

We’ve seen the writing on the wall… All signs are pointing to a recession coming very soon. Company leaders are often allowed to choose the technology products they want and create the processes surrounding these products. With a recession coming, it’s time to evaluate your current list of applications.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

Jon Arnold

APRIL 6, 2023

More coming on that soon, and until then, here are a handful of my photos. Marketing (off camera, sorry), moderating a panel with Extreme execs about how the market has changed with exponentially more data now to manage - “new ways, better outcomes”. Last - demo session on opening night.

Enterprise 59

Enterprise Engineering Consulting Consulting 59

TechSee

JULY 8, 2020

Whether it’s an engineer overseeing a factory production line, an IT technician upgrading a server, or an electricity company worker servicing a meter, remote maintenance is critical when it comes to minimizing downtime. With the right combination of technologies, enterprises can now move toward a unified visual maintenance strategy.

Technology 109

Technology B2B Engineering Technical Support 109

TechSee

JULY 2, 2019

But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service. An agent using Visual Assistance came to the rescue, guiding the dad so he could get that dress looking like new.

Customer Service 104

Customer Service B2C Contact Center Engineering 104

Hello Customer

MAY 19, 2021

The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). Despite the fact that many experts predicted that technology, often in the form of chatbots would take over customer service, it remains a human channel. To wrap up.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

CSM Magazine

JUNE 26, 2023

Others fall closer to the opposite end of the spectrum, and the alarming concern that AI may soon evolve past our understanding into existentially threatening territory. Generative Artificial Intelligence is a term for algorithms that can be used to generate new content. These fears are understandable.

Contact Center 52

Contact Center Wait times Technology Analytics 52

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. You know the DNA of your team, and you know how hard it is to (or isn’t) to introduce something new to their world. End-users come to your brand because they expect something.

APIs 109

APIs Enterprise Technology Self service 109

24-7 InTouch

NOVEMBER 4, 2022

” With the rise of mobile technology, it’s no surprise that brands are more often choosing to engage with their customers through mobile devices. Communicating via mobile has become the new normal. “ 67% of mobile users say they are more likely to purchase with a brand that offers a mobile-friendly site.”

Technology 52

Technology Customer Experience 52

TechSee

DECEMBER 2, 2020

Emerging technologies make bold promises. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Win the Customer

OCTOBER 6, 2020

Major Tech Brands enter the Wearables Business… Every major tech company has come out with a smartwatch. Samsung has done it, so has Sony, and now, with the Apple Watch, the world’s mightiest tech company has also come up with one. Samsung has come out with LTE-A powered devices such as the Galaxy Note 4 and Tab S.

Customer Service 52

Customer Service Coaching Best practices Technology 52

Comm100

MARCH 23, 2022

With such growth, partly driven by raised bank fees, comes great opportunity to expand membership. Clearly, to attract new members it’s important for credit unions to provide an outstanding digital member experience. To attract new members, maximizing the opportunities for engagement is key. Deliver around the clock engagement.

Chatbots 89

Chatbots Banking Wait times Interactive Voice Response 89

ConvergeOne

AUGUST 9, 2022

Even with the best planning, agents coming in late and leaving early can wreak havoc on customer effectiveness and other important metrics. Automated support for new strategies like shift-bidding helps streamline operations. Check back soon for the next part of this blog series for more tips. Can’t wait?

Management 76

Management Contact Center Metrics Wait times 76

Tethr

JULY 6, 2020

In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. Cloud technology allows for dynamic scaling to accommodate the extra agents that are often required in times of crises where the increase in contact volume is simply overwhelming. A real strategy for sudden increased call volumes.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

VirtualPBX

JANUARY 23, 2024

While the question of what is call center technology usually elicits a standard answer across a company, the provision of physical spaces can often be a little inconsistent. When it comes to training sessions, make sure everything is accessible and easy to follow. Physical security breaches. Does every office have CCTV? million.

Call Center 98

Call Center Engineering Education Best practices 98

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want.

Customer Experience 83

Customer Experience Journey mapping Self service Technology 83