Cisco - Contact Center

JANUARY 8, 2020

These are just a few of the many benefits that cloud technology brings to a business including flexibility, security, capex versus opex, IT efficiencies, and access to innovative technologies that are only available in the cloud. Cisco takes a practical approach to help our customers make this important transition. Learn More.

Best practices 61

Best practices Contact Center Cloud contact Enterprise 61

PeopleMetrics

MAY 30, 2015

Variables like technology, trends, and customer interests make customer experience improvement a complex and evolving challenge. If you're more of a bookish type, then I suggest checking our our new ebook, which is all about improving the experience you provide to prospective customers.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Noble Systems

DECEMBER 7, 2020

Intelligent callback technology, such as IVR Automated Callback with IVR Virtual Assistant , offers customers choices and elevates the overall experience. Three ways intelligent callback technology can benefit customers and contact centers: 1. Agents love it because customers are friendlier and less frustrated when they do connect.

Interactive Voice Response 68

Interactive Voice Response Contact Center Technology Abandon rate 68

Noble Systems

MAY 20, 2021

The Evolution of Speech Technologies and the Influence on CX. Part 2: Speech Technologies and the Impact on CX. Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) of Noble Systems continue their discussion, sharing their thoughts on the impacts of speech technology for business and the CX.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

CX Global Media

OCTOBER 10, 2018

With all of the technology advances both inside and outside contact centers over the past few years there’s been a significant skill lift required in frontline agents. By participating in this training with Penny, you’ll be best prepared to turn frontline leadership development into your strength.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

Best practices 42

Best practices SaaS Coaching Sales 42

JivoChat

OCTOBER 25, 2022

To earn with advertising on your blog, it’s fundamental to apply SEO best practices , so your pages will rank in the first places of search result pages. In the case of a blog, you can advertise the links by making a review about the products or services, and posting articles with a list of the best products from a specific type.

Advertising 75

Advertising Sales Marketing Best practices 75

Inbenta

APRIL 29, 2020

This short timeframe is made possible by: An API with a multitude of proven functionalities; A proprietary and patented NLP technology developed and perfected over the course of 15 years by our in-house Engineers and Linguists; A well-established development process. Project instances that change along the way. A slow testing phase.

Chatbots 140

Chatbots APIs Construction Best practices 140

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Learn more about building customer loyalty in this ebook. Create an atmosphere of trust with customers. Why Follow the Golden Rule?

Benchmark 80

Benchmark Upselling Education Best practices 80

Interactions

SEPTEMBER 30, 2021

With a patient-centric approach, technology is required to support quality experiences at scale. Conversational AI can improve patient experiences, but without channel strategy, the technology can fall flat. To learn more about optimizing your patient’s choice of communication, read our eBook on channel optimization. .

Healthcare 62

Healthcare Virtual Agent Self service Best practices 62

Interactions

MAY 12, 2022

Here’s four ways that you can apply best practices from physical stores to help your digital storefront: First impressions matter. Reducing reliance on human agents by incorporating Conversational AI technology can eliminate wait times, so more customers can be served in less time. . Digital experiences are no different.

Customer Service 62

Customer Service Wait times Upselling Best practices 62

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. But when teams are remote, you have to go a step further and employ the right technology to help. Let Technology Do The Heavy Lifting.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Noble Systems

MARCH 22, 2021

As we continue to navigate Covid-19 and look beyond the pandemic, many healthcare organizations are rethinking everything from their strategy and staffing to their technology road maps. 6 Healthcare Call Center Technologies. It promotes sharing of best practices and speed of issue resolution.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Revation Systems

AUGUST 16, 2022

As a result, financial institutions are working to keep up with consumer expectations by combining technology and human touch to provide better customer experiences. The company’s focus on innovation in contact center technology is exciting and we know that we can rely on them to help us continue to improve our digital customer service.

Banking 62

Banking Contact Center Best practices Technology 62

Monet Software

MARCH 26, 2020

We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see: What data do I migrate to the cloud? Download the eBook for more questions you need to answer for a successful cloud move. How will my processes change in the cloud?

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

CSM Magazine

APRIL 15, 2021

Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. It encourages agents to share best-practice learning while demonstrating to customers that your organisation cares and delivers true value.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Interactions

FEBRUARY 10, 2022

There’s a lot of promise in the technology world. In self-service automation technology, voice is the most difficult yet the most important piece of the puzzle to get right. Here are some best practices to ensure your solution is able to be successful at omnichannel: Better voice= better omnichannel.

Self service 62

Self service Multichannel Advertising Contact Center 62

Interactions

JULY 9, 2020

By following these best practices you can ensure that your agents are not only aware of what is going on, but that they also feel part of the process, comfortable, and valued. Using these best practices will help your agents understand the benefit of the solution to both your customer experience and to their agent experience. .

Education 71

Education Upselling Best practices Contact Center 71

inmoment

AUGUST 13, 2020

Technology alone won’t help with demonstrating return on investment. Best practices show that the financial impact of the CX capability is outlined in the onboarding process, tested and controlled along the way, and measured and reported against quarterly. Leverage Available Resources . Level-Up Your Dashboards.

Best practices 52

Best practices Education Analytics Metrics 52

ClientSuccess

MAY 17, 2022

Technology – 39. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. How do you know if your NPS is good, bad, or simply average for your industry? Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. Digital Marketing – 57. Cloud & Hosting – 45.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Interactions

JUNE 24, 2021

Even with great technology, we still see some brands missing the mark on key traits that are needed to fulfill customer expectations. If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!).

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

ClientSuccess

AUGUST 10, 2021

Maybe it’s a year into using your technology when it’s time to discuss renewals. Instead, it’s pulling out all of the best practices, strategic initiatives, and foundational engagement methods that make CSMs so successful in the first place. eBook: CSM from the Trenches: Implementing Customer Success.

Best practices 85

Best practices Technology Personalization 85

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. In Part 2 we will review the latest technologies that can help leverage their rich data sources to attract new patients. Healthcare Call Center Best Practices and Trends to Consider.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Beyond Philosophy

JUNE 13, 2019

My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Usually, we spend much time talking about the principles and best practices for designing Customer Experiences. If you enjoyed this post, you might be interested in the following blogs and podcasts: WHY ARE WE SCARED OF NEW TECHNOLOGY?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Inbenta

MARCH 20, 2020

From simple menu/button-based chatbots to conversational AI chatbots , they’re not equals as they can be using different types of technology. They use Artificial Intelligence and Natural Language Processing in order to deliver the best experience possible to the user. So let’s see what are the specificities of each of them.

Chatbots 90

Chatbots Scripts Best practices Engineering 90

CSM Magazine

MARCH 27, 2023

The potential is certainly there, and it would be a natural progression for the technology to further assist customer service representatives in providing better and more efficient customer experiences. Another benefit would be in the reduction of resolution times for customer inquiries.

Customer Service 52

Customer Service APIs Analytics Technology 52

Interactions

MAY 14, 2020

One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. You can be the most secure company in the world, but if your consumers don’t know about your security, they won’t feel comfortable using your technology. The Golden Opportunity.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Quiq

DECEMBER 5, 2019

Ebook: Messaging Best Practices for Credit Unions. Read "7 Strategies to Support Self Service" for the technology tips to reduce call center volume. it's no surprise that credit unions are seeking ways to tap into mobile technology, namely, text messaging, as a way to engage with members. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

ClientSuccess

JUNE 15, 2021

With so much focus on customer success departments, investing in specific technology platforms is a necessity. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Customer success teams do much more than just run customer check-in calls. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 52

Interactions

JUNE 5, 2019

Especially when it comes to implementing technologies that your customers interact with, customer journey mapping is a vital tool to ensure that the right technology is being used in the right way. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use.

Journey mapping 54

Journey mapping Best practices Customer Experience Customer Care 54

SharpenCX

SEPTEMBER 2, 2020

We’re walking through seven companies with omnichannel best practices to grow your inspiration, so you can catapult your contact center to the front of the Fourth Revolution. They’ve even adopted wearable technology to blend their online and theme park experiences into one cohesive journey. What’s more?

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

Inbenta

DECEMBER 9, 2020

Knowledge Management is a framework that an organization puts in place to source, deploy, and maximize the value of its knowledge by developing tools and best practices enabling it to more effectively share, create, access and retain knowledge. Technology to power your KMS. What is a Knowledge Management System?

Management 95

Management Chatbots Engineering Self service 95

ClientSuccess

JANUARY 23, 2020

In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented. In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report.

Engineering 59

Engineering Best practices Technology Metrics 59

Playvox

OCTOBER 27, 2021

Our study also identifies some proven best practices for getting contact center agents onboard, including: Rebrand cross-selling/upselling. To identify what technology changes you might need to implement, answer these questions: How will we capture cross-sell/upsell offers, conversions, revenue, and other KPIs?

Upselling 52

Upselling Contact Center Best practices Sales 52

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Quiq

DECEMBER 5, 2019

Ebook: Messaging Best Practices for Credit Unions. it's no surprise that credit unions are seeking ways to tap into mobile technology, namely, text messaging, as a way to engage with members. Download the PDF. 7 Reasons Your Members Want To Text You. Your members want to text you. Download the PDF. Coming Soon.

Finance 52

Finance Contact Center Self service Best practices 52

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44