IdeasUnlimited

JUNE 9, 2023

With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. Founded in 2010, IdeasUnlimited began as a support service provider which expanded worldwide over the course of its history. A company full of happy workers is a company geared towards success.

Enterprise 98

Enterprise Personalization B2B Sales 98

Callminer

JULY 22, 2020

Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Opt for professionalism and simplicity for the best results.

Call Center 182

Call Center Customer Service Best practices Coaching 182

ShepHyken

AUGUST 20, 2019

Innovation from the World’s Leading Customer-Obsessed Company. Identify the durable customer needs in your industry—the things customers will consistently desire and seek out from companies regardless of other changeable factors. This approach will serve you well over a long period of time. Think Like Amazon.

Personalization 356

Personalization Customer Service 356

Beyond Philosophy

MAY 26, 2022

If a company wants to know how to win the hearts and minds of customers, they must first understand how customers feel and how they think. However, we also define ourselves by what we are not. Sometimes, these identities overlap, meaning certain parts about us are both a public part of who you are and a private part.

Personalization 195

Personalization Marketing Consulting Consulting 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. is a great tool that is used by companies such as Yum! Customer Service Acronyms You Need to Know. Use the C.A.R.E.S.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Here’s a snapshot of their other “hot takes” from their discussion and some key takeaways.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers).

Technology 238

Technology Customer Experience Personalization Engineering 238

Integrity Solutions

FEBRUARY 1, 2024

Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 106

Sales Coaching Scripts B2B 106

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. In short, a company that builds trust has the potential to make more money. My Comment: Every company, from the smallest to the largest companies, should be looking at their digital customer experience.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

Toister Performance Solutions

JULY 13, 2023

Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. Text or Slack a few words of appreciation to a coworker who is doing great work.

Contact Center 89

Contact Center Personalization Customer Service 89

CSM Magazine

SEPTEMBER 26, 2023

Outsourcing firm receives recognition from the Society of Consumer Affairs Professionals. based outsourcing and co-sourcing provider, is thrilled to announce its recognition at the Society of Consumer Affairs Professionals (SOCAP) Impact Awards Gala. Our award winners exemplify the values and dedication we have to our clients.”

outsourcing 59

outsourcing Customer Service Customer Care Technology 59

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

TeleDirect

OCTOBER 23, 2023

Business call forwarding ensures every call is answered and every customer receives the best customer service and support. A business call forwarding service can also transfer to several numbers based on your directives. Why Responsiveness Matters in Customer Support Good customer service and support require a human touch.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

BlueOcean

OCTOBER 4, 2023

Let’s dive in. In our opinion, the basic formula for every great customer service interaction begins with your customer having easy access to a fast, accurate resolution in the channel of their choice, at the time of their choice, in the language of their choice. The most recent census reports that 21.4% But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

TeleDirect

DECEMBER 14, 2023

You call a company and hear, “For billing, press or say 1; for location, press or say 2; to place an order, press or say 3. Most of today’s customers want a self-serve option, enabling them to quickly gain information without speaking to a call center agent. You have likely heard of IVR before in light of their wide use.

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Certified Languages International

JANUARY 12, 2024

Instant phone interpreter services from Certified Languages International help meet this demand by providing organizations access to professional interpreters in over 230 languages — available 24/7. Reliable language interpretation is critical for serving diverse populations. This helps ensure policyholder satisfaction.

Healthcare 40

Healthcare Banking Finance Call Center 40

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

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Not only did I want to serve customers, I wanted to serve the very best people in the world.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Fonolo

AUGUST 29, 2018

It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Nicereply

NOVEMBER 23, 2023

So, how can we keep this critical aspect front and center? For those in the CX field, these quotes can serve as daily motivation. Why Customer Satisfaction Matters for CX Professionals Customer satisfaction isn’t just a buzzword; it’s the compass by which successful businesses steer their strategies and actions.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

TeleDirect

OCTOBER 23, 2023

Learn how a toll-free phone number service can help expand business reach, build trust and optimize overall efficiency. If it is not a toll-free number, you might be letting valuable customers slip away, as well as seriously inconveniencing the ones who do call. Instead, the company covers any costs incurred on the call.

Call Center 62

Call Center Contact Center Sales Customer Support 62

Certified Languages International

DECEMBER 22, 2023

Medical interpreter companies like Certified Languages International provide these essential services to help ensure accuracy and confidentiality in medical interpretation. With the growing diversity of patient populations in healthcare, it’s essential for facilities to provide medical interpreter services.

Healthcare 52

Healthcare Quality management Personalization Management 52

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses. The speed that we had to operate to stay viable was pretty surprising. Flavio Martins, Sr.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

Metrics 59

Metrics Surveys Analytics Feedback 59

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences.

Enterprise 52

Enterprise Technology Customer Experience Management 52

TeleDirect

MARCH 9, 2023

If you are a business interested in establishing a toll-free number or looking for a professional customer call center service, we’re here to help. As we mentioned earlier, 855 is a toll-free number. These phone numbers have existed for a long time and are typically used by businesses and companies, not individual households.

Call Center 62

Call Center call center solutions Answering services Customer Service 62

Global Response

MARCH 1, 2023

Here at Global Response, we’re excited to announce that several of our clients have been recognized for their exceptional customer service in “Best Customer Service 2023” awards from both Newsweek and Forbes. Forbes’ Customer Service All-Stars awards were determined from 3.7 We were so pleased.”

Customer Service 62

Customer Service outsourcing Surveys Sales 62

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? After all, we’re serving people, and people are messy. Click here to read the original post. That IS an awesome responsibility.

Customer Service 104

Customer Service Contact Center Personalization Customer Experience 104

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. Contact Call Design today to learn how we can help.

Gamification 173

Gamification Consulting Consulting Personalization 173

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Customer Service 78

Customer Service Chatbots APIs Government 78