Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. Benefits of AI in Call Centers AI is transforming call center operations across various fronts. of interactions that are automated using AI.

Call Center 103

Call Center Chatbots Virtual Agent Contact Center 103

NobelBiz

APRIL 30, 2024

The integration of AI in call centers is transforming traditional approaches, allowing for more effective communication channels and operational efficiencies. Benefits of AI in Call Centers AI is transforming call center operations across various fronts. of interactions that are automated using AI.

Call Center 102

Call Center Chatbots Virtual Agent Contact Center 102

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Senior management will deploy your resources elsewhere. Focus on the ROI of CX improvement.

Consulting 349

Consulting Consulting Benchmark Personalization 349

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Enterprise 113

Enterprise Education Best practices Customer retention 113

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience.

Wait times 89

Wait times Feedback CRM Surveys 89

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication. Cost-Efficiency: VirtualPBX’s plans are not only feature-rich but also cost-effective.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Chatbots Self service Wait times 75

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. WFM also helps reduce labor costs by efficiently allocating resources based on demand forecasts and agent availability.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

OctopusTech

DECEMBER 21, 2023

We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Their expertise allows for faster problem resolution, improved customer satisfaction, and a streamlined communication process.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Nicereply

JANUARY 17, 2024

Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? This blog post cuts through the noise and provides a guide to tackling eight of the most common customer complaints head-on. How to resolve this complaint Effective communication is key. Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. So, here’s what we admire about Shopify and how you can apply it to your own customer experience. .

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Nicereply

JUNE 12, 2023

To create unforgettable customer experiences, you need to lay a sturdy foundation that sets your team members up for success. But they don’t stop there—they go the extra mile, addressing every concern and even proactively suggesting additional resources and tips to help the customer be more successful.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Hodusoft

FEBRUARY 29, 2024

More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. This can be challenging in terms of communication, collaboration, and ensuring a secure environment for handling customer data. Read on and thank us later.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. By automating routine tasks, businesses can significantly reduce response times, leading to a more satisfying customer experience.

Customer Service 59

Customer Service B2B Service level Personalization 59

Hodusoft

SEPTEMBER 14, 2022

When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications. Multi-tenant PBX software has come up as a reliable business communication tool for companies that have multiple branches spread over different geographical locations. Features of multi-tenant IP PBX software.

Multichannel 96

Multichannel Telecommunications voip Analytics 96

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Examine the Customer Journey and Lead Funnel Does your contact center take curious customers and transform them into viable leads for your funnel? The customer experience can be lost when you expect them to jump through hoops.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This will mean many things, starting with a retraining and revamping of human resource teams and policies.

Contact Center 116

Contact Center Government Self service CRM 116

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Technical Problems.

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

Beyond Philosophy

FEBRUARY 20, 2020

Many of the early experiments in the chatbot world that Messina thought were interesting and effective were narrative-driven. However, this attitude ignores the fact that these devices change the nature of human experience and human existence. They’re changing the way we communicate and improving our ability to be mobile.

Construction 408

Construction Chatbots Consulting Consulting 408

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

24-7 InTouch

NOVEMBER 20, 2023

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. Keep reading to explore the transformative role of AI in digital commerce and how it improves CX.

Chatbots 59

Chatbots Customer centricity Personalization Technology 59

NobelBiz

FEBRUARY 13, 2024

The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations. The transition from traditional to digital call centers is mainly thanks to the transformative impact of new software.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Hodusoft

DECEMBER 21, 2023

In today’s highly competitive business world, the demand for flawless customer support has stimulated transformative advancements. In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions.

call center software 64

call center software Banking Call Center First call resolution 64

Peter Lavers

APRIL 21, 2020

Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality. Your role is to plot the best course to your destination and to deploy your people and resources to get there, adapting to changing conditions as you go. By Mark Hollyoake and Peter Lavers.

Sales 130

Sales Feedback Marketing Customer centricity 130

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. We even have the old blog posts to prove it! VP of Customer Transformation.

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83