Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you just need to focus on your core offering?

Contact Center 71

Contact Center outsourcing Customer Care Engineering 71

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you just need to focus on your core offering?

Contact Center 62

Contact Center outsourcing Customer Care Engineering 62

Tethr

NOVEMBER 1, 2018

Now, industry leaders are utilizing speech analytics for insurance to surface insights that help the entire organization achieve goals like reducing customer effort, improving agent enablement, ensuring compliance, and more. Wondering how speech analytics can provide value for your insurance organization?

Analytics 48

Analytics Self service Inbound sales Customer effort 48

Fonolo

NOVEMBER 13, 2018

For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. It’s a hub of ideas, inspiration, and industry connections for customer service executives.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Vcaretec

JUNE 6, 2022

Cost Efficiency Facility, training, and equipment are just a few costs associated with the overhead it takes to set up an in-house customer care team. Scalability How quickly could you hire and train new employees in the event of a large, sudden increase in customer base?

outsourcing 52

outsourcing Call Center Customer Care Analytics 52

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. Customer Service and Contact Center Conferences in January 2020. Customer Contact Week , Nashville.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. This event was driven by members and lead by their questions and insights. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

ShepHyken

NOVEMBER 30, 2018

No matter where or why they interact, customers should sense the same passion for understanding and resolving their issue. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. No, this process will not seamlessly connect all your channels.

Abandon rate 246

Abandon rate Journey mapping Average Handle Time Customer centricity 246

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from industry experts and your peers in almost 80 different sessions during this exciting event. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

Call Experts

OCTOBER 5, 2023

Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. Gaining Competitive Advantage In a crowded marketplace, exceptional customer service can be a crucial differentiator. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

OctopusTech

JULY 31, 2023

There are various pros and cons of live chat outsourcing but it is one of the fastest-growing customer support channels. The demand for effective and efficient communication channels grows with the desire for excellent customer care. Live chat also enables businesses to actively interact with website visitors.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

Pointillist

SEPTEMBER 10, 2020

While campaign management puts your customers into the context of marketer-defined campaigns, customer journey orchestration puts all the resources of your customer into the context of your customer’s individual experience. The customer care team oversees the call center, IVR, chat and other customer service channels.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Pointillist

APRIL 26, 2018

So by not having a single customer view, customer expectations are not being met, resulting in dissatisfaction and even churn. Barriers to Creating a Single Customer View. The result is fragmented customer experiences that can result in churn. Integrate All Your Customer Data. Enable Customer Identity Matching.

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Call Experts

APRIL 8, 2024

Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. Gaining Competitive Advantage In a crowded marketplace, exceptional customer service can be a crucial differentiator. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

MARCH 25, 2019

In this live panel discussion, three industry thought leaders narrow in on the latter, focusing on speech analytics, NLP, and other AI tech. They discuss its impact on the customer service space and what the future holds. VPs & Directors of Customer Experience. VPs & Directors of Web/Social Media. The Panelists.

Engineering 70

Engineering Contact Center Chatbots Education 70

Call Experts

JULY 28, 2022

They can handle various special events, from seasonal marketing campaigns to annual healthcare enrollments. . On-demand customer care reduces call center overhead costs while eliminating downtime due to disruptive events, such as power outages or disasters. Analytics for Business Insight. Contact us.

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

Anexa BPO

OCTOBER 19, 2021

Another area to address for long-term success is data reporting and analytics. Anexa BPO offers marketing, back office, and database services, including record maintenance, customer care, data capture, and digitization of documents. Contact Anexa BPO Today. We invite you to call us at 1-858-258-9367.

Telemarketing 40

Telemarketing outsourcing Sales Analytics 40

Skybridge

MARCH 31, 2021

The events of the past year caused dramatic disruptions in consumer behaviors. When brick-and-mortar retailers were forced close their doors, for example, retailers understood that their sales – and customer retention – depended on their ability to shift quickly to online ordering, curbside pick-ups, and/or home delivery.

Analytics 52

Analytics Customer retention Sales Customer Care 52

ChurnZero

JUNE 12, 2020

Again, if you replied, “Customer Success Director or above,” you’re not getting the most value from leadership. They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. When should I add Customer Success Operations? This is a lose-lose situation for all involved. “If

SaaS 80

SaaS Metrics Customer retention Analytics 80

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

JustCall

MARCH 6, 2023

Customer journey analytics sounds like heavy-duty stuff with complex numbers and so on. Stripped to its essence, it allows brands to understand why customers behave the way they do. If you’re looking to align your customer experience initiatives with your business objectives, this guide is for you.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Fonolo

JANUARY 14, 2020

It’s a global online community of business leaders with a customer-centric approach. . They host a broad array of writers from across the customer care space, with a focus on improving the customer experience, increasing customer engagement, customer-first leadership and technology. Marsha Collier.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Social Customer Care.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

Connecting the Dots

SEPTEMBER 24, 2019

Here is a checklist of five items to consider to help with this post-data collection, pre-analysis transition point: Know What Customer Experience Research Analytics You Plan To Run Ahead Of Time. We operationalized this as our Analytical Protocol Form. mindset – is a recipe for mistakes to be made.

Analytics 62

Analytics Coaching Customer Experience Consulting 62

Connecting the Dots

SEPTEMBER 24, 2019

Here is a checklist of five items to consider to help with this post-data collection, pre-analysis transition point: Know What Customer Experience Research Analytics You Plan To Run Ahead Of Time. We operationalized this as our Analytical Protocol Form. mindset – is a recipe for mistakes to be made.

Analytics 48

Analytics Coaching Customer Experience Consulting 48

Natalie Petouhof

MARCH 3, 2016

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Sheila McGee-Smith, McGee-Smith Analytics. Wednesday, March 9 : 8:00am – 8:45am ET o Location: Osceola B Managing the Customer Journey and the participants are: Chris Connolly, Genesys.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Aria Solutions

JUNE 24, 2019

Agents are forced to play the role of integrator, using multiple screens and numerous applications to resolve customer requests. Customer metrics sink due to the complexity of support. Management lacks actionable insights into contact center events and trends. Agent turnover increases. The best course forward may not be.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

Natalie Petouhof

MAY 11, 2016

To learn more, apply here: https://www.constellationr.com/events/supernova/2016. big data, predictive analytics). • Digital Marketing Transformation – Personalized, data-driven digital marketing. • Future of Work: Social Business – The technologies enabling teams to work together efficiently.

Big data 40

Big data CRM Analytics Enterprise 40

Natalie Petouhof

OCTOBER 19, 2016

These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service.

Management 49

Management Analytics Marketing Technology 49

Xaqt

APRIL 1, 2020

Companies in hospitality, events, tourist destinations, health care, or reservations that need to be cancelled are being battered right now. Customer Care Imperatives during a Pandemic The first step in executing a Customer Care plan during a pandemic, is to be clear on what's critical to your organization.

Call Center 52

Call Center Interactive Voice Response Contact Center Chatbots 52

Noble Systems

MAY 20, 2021

Speech Technologies are entering the mainstream, from IVR to Analytics, with an explosion in the adoption rate over the last year. How has the use of speech technology changed during the extraordinary events triggered by the Covid pandemic? A Conversation with Chris Hodges & Ellwood Neuer. billion in the next four years.

Technology 52

Technology Interactive Voice Response Engineering Contact Center 52

SharpenCX

MARCH 17, 2020

But now, schools closing , large events canceled, and entire companies moving to remote work, everyone has felt the effects of COVID-19 (even those who just need to find some toilet paper actually in stock). Digital transformation in your call center also benefits your customers and service level. Prepare for Remote Work.

Call Center 90

Call Center Contact Center Contact center software Technology 90

NobelBiz

FEBRUARY 22, 2023

In this article, we will identify the key sources of friction during a customer care interaction and share a couple of solutions on how to solve them. Table of Contents show What are Customer Friction Points? However, certain repeating events can irritate clients and foster an awful experience.

Interactive Voice Response 52

Interactive Voice Response Wait times Call Center Abandon Call 52