Cisco - Contact Center

APRIL 5, 2023

As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs

Time management 98

Time management B2C B2B Management 98

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. Relationship Building in B2B for Customer Retention. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

B2C 38

B2C Customer Experience B2B Journey mapping 38

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

B2B 59

B2B Contact Center Customer Support Self service 59

Cisco - Contact Center

MAY 9, 2023

Considering that 100% of B2B buyers prefer a self-service buying process, and that 55% of B2B buyers rely on digital content when making purchasing decisions, marketers must be able to connect with… Read more on Cisco Blogs

Marketing 52

Marketing B2B Self service 52

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. During the conversation, we talked about some recent blog posts I had written. One of my favorite questions was about the unwritten rules of serving B2B customers. Let’s dive in. A CX Moment with Calm.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Reach out to us on LinkedIn , Facebook , or Twitter today to get the Vcare Top 50 Influencers badge, and proudly display it on your blog, social media profiles, or website. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Integrity Solutions

FEBRUARY 12, 2020

Whether you’re trying to get better as a salesperson, sales leader, contact center leader or learning & development professional, here are (in no particular order) some of the leading thinkers in the industry today who might inspire you on your journey. . Read his blog and follow Alan on Twitter. . Joanne Black .

Sales 125

Sales B2B Engineering Consulting 125

IdeasUnlimited

MAY 23, 2022

In this blog, we’ll be sharing some of that experience. The HR department is perhaps the most important branch in a contact center and if you’re about to build a tech support branch, it will also need significant management. B2B Marketing. This starts with a strong B2B marketing strategy. First, create the team.

B2B 98

B2B Call Center voip Interactive Voice Response 98

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. At Apeel, it’s very much working with the consumers who are eating in the produce, Apeel is more B2B focused. It’s exciting. That brings me to my next question.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Spearline

JANUARY 27, 2022

Rather, they are engaging with their customers online, and via telephone and contact center technologies. With centralized contact centers servicing global markets, a simple phone call is far from simple. It is simply more satisfying and comfortable for the customer to engage in conversation with a person.

Management 98

Management Telecommunications B2C B2B 98

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The US Contact Center Decision-Makers’ Guide. Who wrote it: Contact Babel. Who wrote it: The Incite Group. Where to get it: [link]. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media. Keep things up-to-date.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Aspect

OCTOBER 17, 2019

Visite a Aspect no CMS 2019 para saber mais sobre os benefícios das ferramentas de CX para o seu contact center. Acompanhamos assiduamente toda a gestão destas empresas para que sempre tenham o melhor direcionamento em suas decisões nos relacionamentos B2B e B2C. O CMS ocorrerá nos dias 23 e 24 de Outubro.

B2C 56

B2C Contact Center B2B Chatbots 56

OctopusTech

JUNE 29, 2023

This service is generally useful for different industries like B2B sales, financial, and healthcare services. Collection of debts of clients Companies that face challenges during the time of collection of various outstanding payments can also get tons of benefits from an outbound call center specialist for their collection of debts.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Blueship Call Center

DECEMBER 14, 2021

Contact Center Technology’s Emerging Trends. A variety of technologies are already in use in today’s contact centres to manage customer interactions, measure productivity, and much more. According to Gartner, roughly 30% of B2B companies will use AI to drive at least one major sales initiative this year.

Call Center 40

Call Center outsourcing B2B Customer centricity 40

The GLOBO Blog

JUNE 22, 2017

The tool integrates with existing chat platforms and adds professional translators directly into workflows, enabling contact center agents to communicate with limited-English-speaking customers in near real time. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

Spearline

FEBRUARY 23, 2023

Consumers and b2b customers are growing more comfortable with online transactions. But customers value human contact when they want and need it. Toll-free services or local-access numbers that deliver calls to contact centers often transit multiple regulatory zones.

Telecommunications 52

Telecommunications B2B Contact Center Sales 52

Monet Software

JANUARY 2, 2020

For many contact centers, that means one thing—a dramatic shift in call volumes. Fitness centers are preparing for the crunch (and not the abdominal kind). And other sectors, such as B2B, are readying themselves for lulls that present a different type of staffing challenge. The New Year is here! Staffing is Never Simple.

Management 71

Management Average Handle Time Contact Center Call Center 71

ProProfs Blog

MAY 6, 2020

B2B Customer Experience Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. B2B Customer Experience Statistics. Good Customer Experience Statistics.

Customer Experience 99

Customer Experience B2B B2C Sales 99

NobelBiz

JUNE 5, 2023

Inbound lead generation includes blogging, SEO, social media, PPC. Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

Call Experts

AUGUST 2, 2019

Clutch is a B2B ratings and reviews firm that examines thousands of companies based on reviews from their clients, their industry knowledge and expertise, and their ability to deliver high-quality services. More Blogs Menu. Understand top tier contact center operations and benefits. Tips for getting new customers.

Call Center 68

Call Center outsourcing Answering services Contact Center 68

Babelforce

JUNE 3, 2021

How to upsell effectively 7 steps to effective upselling Your free guide to contact center automation. How to upsell effectively in a contact center. In the contact center, agents can use this information to spot upsell opportunities; you just need to make sure they can access that data.

Upselling 52

Upselling Interactive Voice Response Outbound sales Contact Center 52

CustomerSuccessBox

APRIL 19, 2022

Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc. Read here to know about designing a Customer Onboarding Framework for B2B SaaS.

Metrics 52

Metrics Analytics Journey mapping SaaS 52

ShepHyken

NOVEMBER 7, 2022

Meanwhile, companies’ business-to-business relationships have undergone a similar transformation, as B2B customers are expecting more from the companies they work with. My Comment: You don’t have to be a big company with a contact center to provide excellent customer service over the phone.

Customer Service 36

Customer Service B2B Customer Experience Marketing 36

Dialer 360

NOVEMBER 11, 2020

The following are some of the best tactics to grow your call center business and get high paid call center campaigns. Contact Center Branding. Surely, you need the personal branding of your contact center. Your Call center must have the following capabilities. Contact Center Marketing.

Call Center 49

Call Center Advertising B2C voip 49

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. A leaderboard is the easiest way of promoting a little extra competition in your contact center.

Gamification 194

Gamification Morale Contact center software B2B 194

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

Expivia

JANUARY 19, 2021

Look at TikTok, not many B2B brands are advertising on TikTok, but not many were advertising on Instagram either, but the platform has really matured, and now everyone uses it. I want to push all of you to do some cool things in your contact centers.

Technology 52

Technology Customer Experience Brand ambassadors Chatbots 52

Avaya

FEBRUARY 13, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Here is what both business-to-business (B2B), and business-to-consumer (B2C) customers want: Channel Flexibility – Don’t limit how customers (or prospective customers) can reach you. Gareiss leads Nemertes Digital Transformation research.

B2B 45

B2B B2C voip Engineering 45

Mindtouch

DECEMBER 6, 2018

You’ll find these technologies in e-commerce settings and B2B—in travel, real estate, and medicine. What used to require a large amount of overhead and contact center headcount can now be handled with a chatbot. That’s because they work. Stay tuned.

Self service 48

Self service Chatbots Real estate B2B 48

Tenfold - Contact Center Blog

FEBRUARY 15, 2018

Combine good phone with B2B relationship building , and you have a recipe for success (and plenty of customer loyalty). Why Does Social Work So Well in a Call Center Atmosphere? 80% of today’s consumers expect B2B brands to interact with them in real time. Customers, as it turns out, are responding positively. It’s Personal.

Call Center 90

Call Center Customer Service B2B Best practices 90

aircall

OCTOBER 16, 2017

Amazing Customer Service: Turn Your Contact Center Into a Profit Center. Panelists from a B2B software brand and an Australian grocery brand share their experiences building loyal customer communities (and reducing support costs along the way). Monday, November 6. 10:30am @ Marriott Marquis Hotel, Yerba Buena Salon 10-12.

Customer Service 48

Customer Service B2B Contact Center Call Center 48

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). I see this more in B2B. Not much seems to reach the frontline.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61