bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. They increasingly prefer to do their own research instead of leaning on sales reps they know are inherently biased. But all of that is changing…and quickly. So, what’s a B2B company to do?

B2B 82

B2B Personalization Chatbots B2C 82

Peter Lavers

JANUARY 31, 2017

Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online. The traditional sales funnel is outdated. Mass marketing is dead! Trust – customers willing to take a risk with your product/service – don’t lose it!

B2B 113

B2B Self service Personalization Marketing 113

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Sales Pursuits. Forbes; Twitter: @Forbes , @DichterThomas.

Call Center 207

Call Center outsourcing Contact Center Finance 207

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. Recognized 80% growth in bookings over 2018. Related Links www.smartaction.ai

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. 2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. It’s a must-have. Live Chat or Chat Bots.

Technology 230

Technology Customer Service Management CRM 230

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Infinity

MAY 25, 2019

Ensuring you’re up to date with the happenings in digital marketing is crucial to staying ahead of the competition in your market. So, it’s no wonder that the Digital Marketing World Forum (DMWF) was packed with eager marketers swarming conferences looking for the latest advice on how to make their digital marketing perform for them.

Marketing 40

Marketing Gamification Surveys Big data 40

Fonolo

OCTOBER 9, 2019

In 2017 they declared bankruptcy to relieve pressure from mounting debt obligations. But the market wasn’t happy with their performance and so they found themselves backed into a corner again. Optimize Your Self-Service Channels. Yet they can’t seem to shake their financial woes. Ready to be Bullish. What’s Inside: .

Call Center 104

Call Center Contact Center Self service Enterprise 104

ProProfs Blog

NOVEMBER 29, 2019

Improved Sales. Better Market Reach. Boosts Customer Service & Loyalty. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. And that’s why live chat is gaining more relevance in the market. More Competitive Edge.

Wait times 135

Wait times Customer Support Transportation Sales 135

Natalie Petouhof

SEPTEMBER 12, 2018

List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). And it’s even better if the same AI solution is also integrated into other applications that Sales, Marketing, E-commerce and other parts of your business.

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

CSM Magazine

MARCH 25, 2019

As that number continues to climb, the demand for organizations to keep up with the pace of service transformation is at an all-time high. Empower Customers with Self-Help and Self-Service. In order to keep with the pace, it is paramount to: Solidify self-help and self-service offerings with focus on knowledge.

Self service 68

Self service Enterprise Technology Sales 68

JivoChat

AUGUST 10, 2021

Digital commerce examples also include things like: Marketing online products and brands to encourage sales. Supporting online and digital sales with people, processes, and technologies. Digital commerce is important because it’s more than just a sales channel. Digital commerce brings a large percentage of sales volume.

Customer retention 52

Customer retention B2C Chatbots Self service 52

TechSee

JANUARY 23, 2018

The home coffee machine industry has become a hot market, driven by consistent demand for better coffee and improved methods for making it at home. Pod technology transformed the home coffee machine market by reinventing how coffee could be delivered and brewed at home. Before 2000, there was no market for individual coffee pods.

Marketing 84

Marketing Wait times Technology Customer Support 84

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence. Welcome to Creative Virtual’s annual year in review blog post for 2021!

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

NICE inContact

JANUARY 24, 2018

For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. Anytime Support. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Retail continues to suffer as the largest corporations and online merchants continue to increase market share. But in an age of digital innovation, you don’t necessarily need the bandwidth or resources of industry giants in order to remain competitive.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Retail continues to suffer as the largest corporations and online merchants continue to increase market share. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Amity

JANUARY 23, 2017

No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates. What caused the change?

Upselling 85

Upselling Self service Customer retention Accountability 85

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., Comparing data from multiple sources to past patterns can predict sales conversions, customer lifetime value, churn and more. Virtual Agents.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

aircall

JANUARY 24, 2022

Businesses typically rise to the top when they offer the types of products and services that people want. The idea of customer support is more than a necessity for post-sale activities. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually.

Call Center 126

Call Center Best practices call center software CRM 126

Tenfold - Contact Center Blog

JUNE 22, 2018

A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.” Financial services providers can start their transformation by injecting these trends and technologies into their CX strategy: Self-service.

Finance 64

Finance Banking Technology Chatbots 64

Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. In between 2005 and 2017, CSI fluctuated between these two points. Seasonal marketing campaigns. More pressure to perform. in 2005 to a high of 77.0

Wait times 59

Wait times Consulting Consulting Morale 59

CSM Magazine

JULY 14, 2017

Recent research by West, The State of Customer Experience 2017, found that while a huge majority of contact centre leaders (92%) agree that the link between CX and revenue exists, just 29% strongly agree that their contact centre can design and deliver a seamless customer experience across multiple channels. Develop a self-service strategy.

Self service 49

Self service Transportation Customer effort Scripts 49

Inbenta

JUNE 30, 2021

Due to their large number of visitors, Stubhub was looking for a way to cater to some markets in a more automated way. Some of the great features: It has a double purpose , as it can be used for both pre-sales and after-sales requests. This is why they included a chatbot on their Spanish website. . .

Chatbots 105

Chatbots Airlines Healthcare Self service 105

Aspect

FEBRUARY 7, 2018

The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first. And people say voice in customer service is on the decline? The fact is that voice-to-agent is on the decline.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Self-service channel. There are many software and tools in the market to measure customer satisfaction.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

teleopti

JANUARY 7, 2019

According to the digital market research company eMarketer, mCommerce sales in the UK are quickly approaching half of the country’s retail eCommerce market. of total retail eCommerce sales , up from 43.3% By 2021, purchases made online via mobile devices will account for 51.7%

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

VHT

SEPTEMBER 24, 2018

Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts. Sometimes, companies anticipate consumers’ needs by sending a FAQ or self-service link. At these crucial moments in the customer journey, fast access to agents improves sales and minimizes churn. Shore Up Security.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Global Response

JUNE 20, 2023

As more businesses seek to expand operations into new markets, offer multilingual services, and scale without losing quality or proximity to their call centers, Tunisia rises up as a solution to many of these competing needs.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Insite Managed Solutions

OCTOBER 14, 2015

Factors such as mail drops, TV announcements, sales events, and other marketing factors could also increase your expected volume. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. Improving Workforce Management to Optimize Service Levels. 2017-09-28T14:14:01+00:00.

Management 40

Management Abandon rate Metrics Contact Center 40

Verint

SEPTEMBER 12, 2017

In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Today, there are six main categories of branch formats: flagship, advisory, digital self-service, pop-ups, lounges and traditional.

Banking 39

Banking Feedback Surveys Self service 39