Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

TechSee

SEPTEMBER 22, 2020

In fact, Gartner predicts that by 2025, over 50% of field service management deployments will include mobile AR collaboration and knowledge-sharing tools, up from fewer than 10% in 2019. delivering results-driven outcomes. delivering results-driven outcomes. Delivering results-driven outcomes.

Self service 207

Self service B2B Customer centricity Technology 207

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

APIs 115

APIs Healthcare Scripts Enterprise 115

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Wait times 89

Wait times Feedback CRM Surveys 89

Totango

DECEMBER 7, 2023

In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can drive customer value.

Sales 89

Sales Enterprise Best practices Metrics 89

Totango

SEPTEMBER 20, 2022

Customer enablement empowers customers by giving them the resources they need to use your product successfully. Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. What Is Customer Enablement In Business?

B2B 82

B2B SaaS Education Brand ambassadors 82

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This gives managers low confidence that their attention to your data will be productive. For example, you’ll find “How knowledgeable was X?”

Customer centricity 62

Customer centricity Surveys Management Feedback 62

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Outcome-centric. Knowledge Centric. Scenario 2: The outcome-centric model. AR for an outcome-centric field service organization.

Management 109

Management Automotive Accountability Self service 109

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Managers therefore need to seek creative solutions to increase productivity without overworking their people.

Call Center 145

Call Center Average Handle Time Contact Center Metrics 145

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Enterprise 98

Enterprise Real estate Chatbots Construction 98

Joe Rawlinson

MARCH 5, 2022

Effective project management can be a great way to achieve your company’s goals. Businesses need efficient project managers to push out new products or catch up to major stakeholders in their industries. Often, managing independent data silos collected from disparate data sources can be challenging.

SaaS 78

SaaS Analytics Surveys Personalization 78

Connect

DECEMBER 11, 2023

AI-powered agent assist technologies can also understand the customer’s intent and call context, looking up appropriate responses within its knowledge base and delivering recommendations on the best actions to take next via the agent desktop. Better agent experience.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

MARCH 24, 2022

It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. In retail, the customer is king. Enhance performance.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Balto

OCTOBER 21, 2022

They have accumulated a wealth of knowledge about how to do the job, how to take care of customer concerns, and shortcuts to work efficiently. This knowledge and experience can help you in a variety of ways, including improving center operations and call outcomes. Passing on Shared Knowledge. Reducing Agent Attrition.

Contact Center 52

Contact Center Call flow Contact center software Feedback 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 91

B2B CRM Enterprise Upselling 91

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . Quadient is a global leader in the document management industry.

Contact Center 105

Contact Center CRM Call Center Personalization 105

CSM Magazine

JULY 22, 2022

With predictive analytics built-in, it promises to enable more tailored, outcome-centric service models in a more cost-effective way. Self-service and sustainability: the evolution of product design. Touchless services will be standard by 2030 enhanced by products that have been designed with service in mind.

Engineering 109

Engineering Self service Government Healthcare 109

Balto

JANUARY 22, 2024

Hone In On Agents’ Strengths and Weaknesses The best managers can identify agents’ distinct strengths and weaknesses and hone them into excellence. Tools like BaltoGPT give managers all the information they need, when they need it, so they can zero in on what to focus on next. That’s why “what are the top outcomes?”

Contact Center 52

Contact Center Coaching Construction Feedback 52

Balto

JANUARY 22, 2024

Hone In On Agents’ Strengths and Weaknesses The best managers can identify agents’ distinct strengths and weaknesses and hone them into excellence. Tools like BaltoGPT give managers all the information they need, when they need it, so they can zero in on what to focus on next. That’s why “what are the top outcomes?”

Contact Center 52

Contact Center Coaching Construction Feedback 52

CSM Magazine

DECEMBER 6, 2023

In 2023, organizations learned that GenAI can help them achieve a breakthrough search experience to existing and prospective customers by delivering the right answers to their product and service-related questions, via a search or Chatbot interface for both customers and support agents.

Customer Service 59

Customer Service Engineering Chatbots Technology 59

Comm100

MARCH 20, 2024

Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. Lastly, showcasing positive outcomes highlights commitment to public good, countering negative perceptions. You can read the full story here.

Government 75

Government Chatbots Self service Wait times 75

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX). Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Cincom

APRIL 16, 2020

Managed service provider sales requires an outcome-based selling focus. Product, especially complex-product sales , may benefit from an outcome-based focus, but benefits and features still play an important role for the buyer. Selling Outcomes. Broad and Deep Knowledge. A Disciplined Deal Approach.

Management 64

Management Sales Enterprise Consulting 64

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. To help you make sure you are adequately evaluating your Customer Success Manager candidates consider pulling from this list of interview questions. Project & Time Management. Data Management.

Education 72

Education Finance Accountability Sales 72

AWS Machine Learning

NOVEMBER 16, 2023

One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency. Once deployed, model performance is continuously monitored.

Healthcare 91

Healthcare Government Engineering APIs 91

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Best practices 125

Best practices Government Engineering Accountability 125

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? Treat the Customer Journey as a Product. Reorient Your Operating Model.

Upselling 95

Upselling Analytics Self service CRM 95

Ann Michaels and Associates

NOVEMBER 1, 2023

Nature of Assessment Mystery Shopping: Mystery shopping is a covert and often unannounced evaluation method where individuals, known as mystery shoppers or secret shoppers, visit a business or interact with its services as regular customers without the knowledge of the employees. What they both have in common is the desired outcome.

Analytics 52

Analytics Sales Customer Experience Customer Service 52

ChurnZero

SEPTEMBER 23, 2022

This is a guest article by Andrew Brown , content marketing manager, Northpass. . Salesforce co-CEO, Bret Taylor , said it best during a recent earnings call: “The focus of the conversation has shifted meaningfully towards productivity, efficiency and time to value.” . Productivity. The pandemic. They can’t. Efficiency.

Education 98

Education Customer centricity SaaS Customer retention 98

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. In particular, be aware of any community guidelines regarding product promotion. Support CS managers with information and advice from the community.

Best practices 115

Best practices SaaS B2B Marketing 115