Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

NOVEMBER 30, 2022

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. Related Article: 3 Tips for Optimizing Your Contact Center Schedule.

Contact Center 82

Contact Center Metrics Management Customer Support 82

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. Since 2017, the American Customer Satisfaction Index (ACSI) is in a downward trend while profits are stable and increasing.

Enterprise 62

Enterprise Management Customer Experience Marketing 62

NobelBiz

JUNE 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. This is why the last crucial component that needs to be considered and optimized is the human resource department.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

REVE Chat Blog

APRIL 29, 2020

Artificial Intelligence (AI) is now being widely used to digitally transform businesses and automate their processes. Most of the businesses struggle when it comes to acquiring leads and that too at a reasonable cost. . They also help to know the intent of your visitors and what to say next, which is the secret sauce of lead nurturing.

Chatbots 119

Chatbots Education Real estate Healthcare 119

Playvox

MARCH 5, 2024

Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist. And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Different channels call for different methods of handling customers, and they can’t be measured the same way across the board.

Quality management 78

Quality management Management Contact Center Coaching 78

Solvvy

SEPTEMBER 17, 2022

To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Your knowledge base can include : Quick-start guides. Podcast and webinar recordings.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

InGenius

DECEMBER 19, 2019

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. In February, Upland announced new solution suites, bringing together powerful, best-of-breed software from across the Upland portfolio, to enable enterprise productivity.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Most organizations use them to improve customer experience and reduce human resource costs. enhancing efficiency and reducing wait times.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. While all the featured trends are important, a few have the power to pivot our whole industry. AI is one of them.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

Call Center 52

Call Center Scripts CRM Contact Center 52

ChurnZero

JULY 9, 2021

Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. When is it OK to push your selling boundaries? What’s the Cost of Selling to a Bad-Fit Customer? Who Should Define Your ICP? What’s an Ideal Customer Profile?

Journey mapping 75

Journey mapping Sales Marketing Metrics 75

SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. Globally, companies are attempting to maintain productivity while working in a new environment, through a crisis. How do you keep your team as productive from home? Will your customers be as satisfied? Don’t get me wrong.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Netomi

NOVEMBER 8, 2021

The backbone of a support organization today is having one of the best help desk software solutions. We’ll explore why companies of all sizes need a help desk, what to look for in a help desk platform, how much it costs and much more. Routing can also be based on profile attributes. Why should companies use a help desk?

Chatbots 52

Chatbots Enterprise Self service CRM 52

JustCall

FEBRUARY 13, 2023

One of the most significant benefits of call centers is their ability to provide fast and efficient customer service. Businesses can quickly address customer complaints and resolve issues with a dedicated team of customer service representatives available to take calls. A call center setup can be internal or external.

Sales 52

Sales Call Center Interactive Voice Response CRM 52

Nicereply

JUNE 18, 2020

Your sales team went home, and all you had left was your current group of customers. Every customer that cancelled or didn’t repurchase would have a big impact on your business. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

SEPTEMBER 13, 2019

As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention. 67% of customer churn is preventable if a company resolves the issues the first time they occur, while according to Bain , increasing retention for 5% can result in a profit increase of 25%. reduce churn.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

JustCall

MARCH 29, 2022

While the fundamentals of sales remain the same, the way it is done has seen significant transition over the years. Sales teams need to do that in the most efficient way that saves them time and maximizes the ROI. Sales teams need to do that in the most efficient way that saves them time and maximizes the ROI.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

NobelBiz

FEBRUARY 22, 2023

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Adapting to these expectations might be difficult for a small firm since they don’t have the right people or resources to handle these interactions. This is especially true in today’s market.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

Jive

AUGUST 3, 2018

How can your IT department help enable remote work? To adequately support remote work at your company, your IT department needs to invest in a chat tool, a video solution, and a mobile-friendly phone system. And video puts a face to fellow employees, which enhances collaboration and team-work in meetings. Engagement.

Technology 65

Technology voip Entertainment Telecommunications 65

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

SaaS 66

SaaS Metrics Accountability Technical Support 66

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs.

Chatbots 53

Chatbots Scripts Sales Personalization 53

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NobelBiz

FEBRUARY 21, 2022

This article will show you 12 telltale signs to upgrade your contact center software and 9 benefits you can acquire from this transition. Adapting to these expectations might be difficult for a small firm since they don’t have the right people or resources to handle these interactions. This is especially true in today’s market.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHY adopt a Customer Success model?

SaaS 48

SaaS Metrics Accountability Technical Support 48

Cisco - Contact Center

JANUARY 27, 2020

This massive gap is driving a large investment in re-building how companies deliver customer experiences. These are the conversations my team and I are having with our customers as we collaborate with them to better understand their business needs. At Cisco we believe it starts from the inside out, beginning with your employees.

Contact Center 73

Contact Center contact center solutions Enterprise Cloud contact 73

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model?

SaaS 54

SaaS Metrics Accountability Technical Support 54

JivoChat

APRIL 8, 2021

Then we’ll simplify your decision by analyzing ten of the best customer engagement tools to help you improve your customer relationships and buying experience. There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. Build Credible Brand Identity.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? Register Now.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. I just have to ask, do I have your permission to record this call for quality assurance? Can you give our listeners and our readers some insight into your background? And then I moved from human resources into more of an operational role.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Talkdesk

MAY 23, 2019

Martin’s the founder of Brainfood Consulting and in a couple of weeks, Martin is going to be on the CX tour in London! We were involved in building our own little contact center practice. We were involved in getting the brands to build their own, so it was build, design and transfer shop. Martin: Sure.

Contact Center 44

Contact Center Consulting Consulting Engineering 44

AWS Machine Learning

AUGUST 16, 2023

Thomson Reuters Labs, the company’s dedicated innovation team, has been integral to its pioneering work in AI and natural language processing (NLP). This technology was one of the first of its kind, using NLP for more efficient and natural legal research. Building the Open Arena Building the Open Arena was a multi-faceted process.

Enterprise 75

Enterprise APIs Engineering Entertainment 75