Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. While 59 percent of agents surveyed were in the at risk or severe risk category, there is some improvement from a similar report from 2016.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Acquire BPO

FEBRUARY 17, 2021

Acquire BPO dominates as it continues to rank on the International Association of Outsourcing Professionals® (IAOP®) for the fifth consecutive year in the Leader Judging Size category. The 2021 Global Outsourcing 100 recognizes the world’s best outsourcing services providers and advisors.

outsourcing 80

outsourcing 80

Beyond Philosophy

MAY 28, 2020

We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. His book, Alchemy: The Surprising Power of Ideas That Don’t Make Sense , explores the art and science of making your products and ideas irresistible to customers. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

Jive

FEBRUARY 14, 2020

To celebrate Valentine’s Day, TrustRadius analyzed a total of 22,897,433 words written about 5,000 different products across 540 categories to identify which products are the most adored by reviewers. Here are some of the things customers have said they love about Jive on TrustRadius : . “We Read the full review. . “We

voip 89

voip Call Center Personalization Management 89

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . What is user experience (UX)? .

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. And speaking of our cloud offering, we also announced an update to our complete customer engagement platform in the cloud, Aspect Via 18.1

Chatbots 59

Chatbots Finance APIs Self service 59

Vcaretec

JUNE 6, 2022

When it comes to their food, customers are very particular. For fast-casual or quick-service restaurants (QSRs), managing customer expectations is a task of ultimate importance. And with delivery services, it can be very difficult for the restaurant to even know how well they’re meeting the customer’s expectations.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? If you have an ongoing business relationship, customers will come to feel that they are getting to know you – and that you are getting to know them.

Best practices 109

Best practices Customer Service Customer Experience Personalization 109

NICE inContact

OCTOBER 24, 2018

That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation. Best Customer Experience.

Employee engagement 48

Employee engagement Customer Experience 48

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

Chip Bell

OCTOBER 23, 2018

Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. Discovery is most profound when we are open to being amazed by its wonder.

Customer Experience 67

Customer Experience Airlines Customer centricity Technology 67

Eptica

MAY 8, 2019

However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience. Of course, many people want to know how AI can help them deliver a better customer experience.

Chatbots 55

Chatbots Best practices Education Engineering 55

Mindtouch

MAY 23, 2018

Today, MindTouch is the world leader in self-service customer support. We began as a developer-focused open source project, then we commercialized by selling to small software firms, and now we’re servicing some of the largest and most respected high tech and manufacturing brands in the world. This matters to us.

Self service 91

Self service Coaching Marketing Customer Support 91

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand.

Government 48

Government Contact Center Cloud contact Interactive Voice Response 48

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. But what does buy-in look like?

Metrics 77

Metrics Best practices Feedback Contact Center 77

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Becky Beach.

Management 273

Management Customer Experience Customer Service Coaching 273

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Overall, how would you rate the performance of your customer support team?”. We’ll focus on a few areas that suggest why The Best are able to provide superior customer support. What does it mean to be “The Best”? Is it a fact?

Surveys 86

Surveys CRM Education Metrics 86

JivoChat

NOVEMBER 16, 2021

To enhance user experience, you can install several Wix apps to create pages that are attractive and easy to navigate. You are going to find tools for your ecommerce, features to add a blog to your website, forms, comments, a search bar, links to your social media, and much more. Scores your chat service. 24/7 customer support.

CRM 52

CRM Finance Analytics Personalization 52

Natalie Petouhof

JULY 14, 2015

5 reasons to apply for a SuperNova Award: Wondering why you would want to apply – one of the biggest reasons is to get third party validation on the amazing work you are doing. . • Technology Optimization & Innovation – Innovative methods to balance innovation and budget requirements. Learn more about the SuperNova Awards.

Enterprise 65

Enterprise Marketing Technology Customer Experience 65

bold360 Blog

JUNE 2, 2020

It was an amazing event that exceeded all our expectations. Great speakers shared their perspectives on changing the way we work, changing the way we live our lives and changing the way we service our customers. That, coupled with the live service the state reference librarians provide, has created a wonderful experience.

Transportation 52

Transportation Chatbots Government Customer Experience 52

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. You record and understand customer pain-points better. What is Customer Service Psychology?

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Nicereply

APRIL 26, 2023

Unlock your support team’s potential and deliver exceptional customer service with these 8 expert tips for ticket management. Replying to your customers in a friendly and helpful way— while solving their problems —is the most direct way to provide that great experience. Keep experimenting! And it works.

Management 52

Management Chatbots Customer Support Customer Service 52

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. Recognizing your current agents’ individual strengths and skill sets is the first step toward taking your customer service from “surviving” to “sustained success.”. This plant is good to eat, but it can also be used to make rope.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

Gamification 144

Gamification Customer retention Metrics Sales 144

ProProfs Blog

MARCH 26, 2020

The customers prefer and are looking for an immediate response to their questions. But sometimes it becomes a tedious task for your support team to manage multiple customers at the same time. Problems Operators Can Encounter When Managing Multiple Customers. Customers did not like it when they: Wait for too long.

Upselling 134

Upselling Customer Support CRM Management 134

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. Recognizing your current agents’ individual strengths and skill sets is the first step toward taking your customer service from “surviving” to “sustained success.”. This plant is good to eat, but it can also be used to make rope.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

Creative Virtual

MARCH 21, 2019

10 across these categories. I couldn’t be more proud of what our team, together with our customers and partners, have achieved. but now with this independent report , the choice for companies wanting to deliver significant business value as well as superior customer experience, is crystal clear!

Chatbots 40

Chatbots Benchmark Self service Best practices 40

JivoChat

OCTOBER 24, 2021

Understanding how to choose a WordPress theme, if you are building a website on this platform or already have one in it, is essential to have optimized pages that allow you to attract more visitors, turn leads into customers, and offer an incredible user experience. . A blog, an ecommerce, both? What are your objectives?

Customer Support 52

Customer Support Education Best practices Accountability 52

JivoChat

MARCH 20, 2022

But, to conquer customers and sell through the internet, it is important to pay attention to the details, having an ecommerce website isn’t enough, you need to provide a satisfactory customer experience too. . B2C, B2B, SaaS (software as a service), physical products, services?

Marketing 75

Marketing Sales B2C B2B 75

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? By asking: What defines good customer service skills? How can you train these skills for customer service to deliver top-quality service?

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

JivoChat

APRIL 16, 2023

Let’s explore how to develop an effective ecommerce plan that will keep your customers happy and help you increase profits. Ecommerce, or electronic commerce, is the buying and selling of goods and services through an online platform. It includes product selection, payment processing, fulfillment, and customer service.

Analytics 82

Analytics Engineering Advertising Sales 82

ProProfs Blog

DECEMBER 6, 2021

Wufoo is an online form builder that you can use to create custom forms in minutes. There is no doubt that Wufoo offers some of the amazing features and corresponding benefits to users. Form customization needs some improvement. Branching & Logic: Give a personalized experience to your form-fillers. What is Wufoo?

Surveys 78

Surveys Enterprise Feedback CRM 78

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers. Types of Live Chat Software.

Customer Support 124

Customer Support Marketing Sales Wait times 124

Amity

SEPTEMBER 16, 2014

As one of the attendees said: “Venk Chandran had enough expertise, experience, and insights to fill a 2-day course!”. The Customer Success Meetup group has grown to nearly 200 members in it’s first year. Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Kaplana: I’m very metrics-driven.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 80

Customer Service Coaching Education Best practices 80