WFH for B2B?
Contact Center Pipeline
SEPTEMBER 27, 2022
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.
Strengthening the B2B CX
Contact Center Pipeline
JULY 13, 2022
Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Yet in B2B there is a much greater breadth in the size, value, and lifespans of the purchases, billing and payments, and in the lengths of customer […].
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Reaching Out to Improve the B2B CX
The Northridge Group
JUNE 2, 2023
This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers.
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Trust is Important in the Contact Center
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. The sense of comradery between the team and the leader is built on trust, which drives success in the center. Celia Thomas has 22 years of experience in the contact center, including 9 years in call center management.
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Developing and Executing Effective CX Metrics, Measurements and ROI
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. How to develop dashboards that cut across all functions of an organization, not just the contact center. This session will cover key metrics used to determine ROI. The case for investing in CX initiatives.
Top 5 Customer Service & CX Articles for Week of April 22, 2024
ShepHyken
APRIL 22, 2024
4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.
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GenAI will Transform B2B Interactions and Solutions in the Year Ahead with New Depth of Context and Control
Cisco - Contact Center
FEBRUARY 27, 2024
Human-like interaction with B2B solutions, bespoke multimodal LLMs for better accuracy and precision, curated workflow automation via LAMs and customized B2B applications will become the norm as… Read more on Cisco Blogs
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Top 10 Contact Center Technology Posts in 2018
Contact Center Pipeline
DECEMBER 26, 2018
If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!
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Contact Center CX: Next Issue Avoidance
CX Accelerator
FEBRUARY 6, 2019
Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! Nate Brown Love this challenge @brittanynaylor!
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Computer Vision AI: The Secret Ingredient for Contact Centers
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. Computer Vision AI – Reinventing the Contact Center. A modern contact center relies on its knowledge base to streamline its operations.
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How to Hire Right in Contact Centers: Top Experts Reveal Secrets
CX Global Media
JULY 8, 2019
The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning. Free Access.
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Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector
TeamSupport
SEPTEMBER 21, 2020
Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry. So, it’s no surprise to see that the B2B customer support industry has been among the most impacted. The main focus of B2B companies is to offer unmatched support to their customers.
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Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets
CX Global Media
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.
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Customer Experience does not equal customer service!
CCNG
JUNE 28, 2023
So please, if you're posting a role for a contact center leader, don't call it customer experience unless that role has a lot more under its purview. Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.
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The Evolution of The Contact Center Experience
Integrity Solutions
JULY 28, 2022
The term “call centers” is quickly become a relic of the past, and for good reason. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI notes that 82% of contact centers engage with customers via the phone. The Contact Center Experience: Heightened Customer Expectations.
5 Top Customer Service Articles For the Week of October 26, 2020
ShepHyken
OCTOBER 26, 2020
Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. Even if you’re not in retail, it’s important to understand basic consumer behavior, as more and more it crosses over into the B2B world. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.
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Cost Objections Are Up 30% For Contact Centers in Q4
Balto
NOVEMBER 28, 2022
B2B Technology. The B2B Technology industry was hit especially hard: cost objections increased by 30.83% compared to Q3 and found their way into 58.79% of agent calls. Figure 1: The Most Common Objections in B2B Technology in Q4 2022. The hardest objection to overcome in the B2B Technology landscape was bad reviews, at 22.91%.
4 Ways to Measure (and Prove) B2B CX Program Results
inmoment
AUGUST 10, 2020
If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Tracking customer acquisition is thus a must for any B2B experience program. Now comes the hard part: proving results and justifying ROI. Metric #2: Customer Retention & Recovery.
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Top 5 Customer Service & CX Articles for Week of November 6, 2023
ShepHyken
NOVEMBER 6, 2023
B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance.
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163 Customer Experience ROI Opportunities on B2B Touchpoints
ClearAction
NOVEMBER 14, 2017
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.
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How Facebook integration with Contact Center software enhance productivity
Hodusoft
JUNE 25, 2020
Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software. Few of the advantages include:-.
3 Winning Factors for B2B Customer Experiences
NICE inContact
MAY 22, 2018
In the B2B realm, the same priorities ring true. To overcome this, contact centers need to empower agents with advanced analytics and workforce optimization technologies, and put all the information and customer context that agents need, right in front of them in one unified solution for each interaction.
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5 Top Customer Service Articles For the Week of September 14, 2020
ShepHyken
SEPTEMBER 14, 2020
How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Here are a few ideas.
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Changing the Business Experience
Contact Center Pipeline
AUGUST 11, 2022
But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX). The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX.
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5 Ways a Preview Dialer Can Improve Your Contact Center
Calltools
OCTOBER 27, 2021
To be successful, an outbound contact center agent needs multiple tools, including good training, excellent call lists and advanced dialing software. When used correctly, they offer significant benefits to your contact center. Dropped calls are a frustration for any contact center agent. Real estate.
5 Ways a Contact Center Can Help Improve Customer Retention
Global Response
JULY 28, 2023
54% of consumers —and 67% of B2B buyers—expect companies to know, anticipate and cater to their needs. The post 5 Ways a Contact Center Can Help Improve Customer Retention appeared first on Global Response. How do you do this? Establish trust and credibility with customers.
How B2B Companies Become Customer Experience Leaders
CX Journey
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. In short, yes. What's the strategy?
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56 5 Top Customer Service Articles For the Week of May 4, 2020
ShepHyken
MAY 4, 2020
The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). This article focuses on retail (as most loyalty articles do), but as always, I push to consider some of the ideas for B2B.
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7 Ways Preview Dialers Can Enhance Customer Experience
Calltools
MARCH 6, 2024
Establishing trust is essential to conversions for contact center agents. While there are many ways to enhance the customer experience (CX), a preview dialer is one of the simplest yet most effective tools a contact center agent can use. Below are a few of the many industries that can benefit from preview dialers.
2019 Contact Center Conferences
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].
The Secret Jet Fuel for a Stagnant Contact Center
CSM Magazine
DECEMBER 18, 2021
If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. CX professionals measure their company’s brand health in terms of customer satisfaction outcomes. About the Author.
23 Inspiring Women to Watch in 2023
TechSee
MARCH 7, 2023
She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.
5 Top Customer Service Articles for the Week of September 24, 2018
ShepHyken
SEPTEMBER 24, 2018
CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. Here are some interesting predictions about what a support center will look like in 10 years. Customer Service: Where We Are and Where We Are Going by Fara Haron.
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3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
Fonolo
NOVEMBER 3, 2020
Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Agents Were Our Virtual Frontline. ” — Bill Quiseng.
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Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want
DMG Consulting
JUNE 26, 2017
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want. Consumers (and B2B partners, for that matter), want it to be easy to conduct business. Omni-channel contact centers were conceived for just this purpose – to allow consumers (or partners) to take care of business, easily.
Why putting employees first leads to a profitable customer experience
CCNG
OCTOBER 11, 2023
Michelle brings her extensive background in B2B/B2C/D2C organizations, including ownership of customer experience, client success and contact center operations to the benefit of fellow CCNG members and industry colleagues.
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Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case
Balto
JULY 6, 2023
Louis, MO — Balto, a leader in uniting contact center agents with AI for better conversations, has released a new update to the Balto Real-Time Index , a tool that collates trends, insights, and in-depth analysis for contact centers. Consumers are “Shopping Around” and doing a lot of their own research before purchasing.
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The ChatGPT Revolution
The Northridge Group
MAY 2, 2023
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? But could it revolutionize the contact center industry? and most recently (at presstime) GPT-4.
Will Convergence of Clicks and Bricks be the Death of the Contact Center?
DMG Consulting
MAY 14, 2018
Will Convergence of Clicks and Bricks be the Death of the Contact Center? . We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. Let’s tie this back to contact centers.
SmartAction Secures Additional Funding, Bringing Total Investment to $38 Million
SmartAction
MAY 23, 2023
“Our clients choose our services because we excel in building brand loyalty and driving significant improvements in key customer metrics, as well as contact center ROI.” About SmartAction SmartAction ® is the industry leader in purpose-built AI-powered Virtual Agents for customer service in the contact center industry.
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Reality Check: Are your customers channels or people?
CX Global Media
FEBRUARY 6, 2019
For years I fell into a trap that I see many in the contact center industry fall in to. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. How Coca-Cola® Adds Life to Contact Center Employee Engagement.
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Warranty Cost Management: Guarantee Satisfaction & Profitability
TechSee
AUGUST 15, 2021
Using Visual Assistance in product warranty management, dealers can transmit images and videos of the equipment needing repair to the OEM’s contact center agents for immediate warranty verification, issue diagnosis, and visual confirmation of the steps needed to resolve the issue. . B2B Warranty Cost Management Using Vision.
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207 5 Top Customer Service Articles For the Week of December 12, 2016
ShepHyken
DECEMBER 12, 2016
Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.
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Successful Call Center Agents Share This Personality Type
TechSee
DECEMBER 22, 2019
The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues. Seven types of successful contact center agents.
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