ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. Also, trained customer service team ensures the best care at the right time.

Advertising 272

Advertising B2B Employee engagement CRM 272

ShepHyken

NOVEMBER 15, 2019

The most meaningful surprise for your customers (and your bottom line) would be an IVR that, from dial tone to “goodbye,” is quick and easy to use and operates in an intuitive manner, providing a customer journey that could make them glance at the phone and think, “Wow, I’m done already?!”. So how can your contact center IVR get there?

Interactive Voice Response 234

Interactive Voice Response Customer Experience Self service Contact Center 234

Totango

FEBRUARY 18, 2021

This is the first in the blog series “Supercharging your Tech Stack with Totango”. There’s no denying the power of good customer relationship management (CRM) software. There’s no denying the power of good customer relationship management (CRM) software. But are you utilizing your CRM to its fullest potential? .

CRM 70

CRM Sales Enterprise Marketing 70

aircall

APRIL 12, 2021

A CRM phone integration allows your business to provide a better customer experience by being able to have customer information appear when someone calls. No matter the size of your business, a CRM phone integration is an essential component of your sales and support operations. A CRM is affordable enough for startups.

CRM 71

CRM Customer Experience Call Logging voip 71

JustCall

FEBRUARY 23, 2021

VoIP integration with CRM is meant to suit the needs of both modern customers as well as the workplace of today. VoIP integration with CRM can help you find a way out. The big advantage of a VoIP phone system is that you can operate it on a laptop, desktop, mobile phone, and even a landline. What is VoIP CRM Integration?

voip 52

voip CRM Analytics Metrics 52

Noble Systems

MAY 14, 2021

Do you know what differentiates call center CRM Software from Contact Center Software? Breaking It Down: CRM Software and Call Center Software. So, what do we mean when we talk about call center CRM Software? What is CRM Software? are all elements that can be managed with CRM contact center software.

CRM 52

CRM Call Center Contact center software call center software 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Myth #1: AI can think and operate like humans today. I am reading articles every week about AI and find it’s impact fascinating. Shep Hyken.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

ProProfs Blog

JANUARY 25, 2019

However, to make the use of live chat software more prominent, you need a powerful CRM integration like Microsoft Dynamics in place. Besides this, there are other ways in which getting a CRM system onboard can help your brand provide better customer service experience. Adding a CRM system can help you learn a lot about your customers.

CRM 118

CRM Customer Service Surveys Customer Support 118

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Beyond Philosophy

MARCH 28, 2024

In the early days of Customer Relationship Management (CRM) solution sales, the pitch included the idea that asking customers what they want and recording their feedback in the CRM would do just that. It didn’t do that, but the promise of it did sell a lot of CRM systems. The same goes for diet plans or financial growth.

CRM 195

CRM Sales Customer Experience Management 195

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health.

B2B 93

B2B CRM Enterprise Upselling 93

NobelBiz

APRIL 2, 2024

Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations. Geared towards smaller-scale operations with fewer agents and lower call volumes.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. Call center optimization goes beyond minor operational adjustments. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. Follow on LinkedIn. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

VirtualPBX

JUNE 21, 2023

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.

voip 98

voip Call Logging Telecommunications Morale 98

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. It minimizes the manual dialing nightmare for sales and lead generation teams. CRM integration: While you can upload lead data using.csv or.xls files, CRM integration should also be available. This allows you to multiply your outbound calls by 10x.

Sales 52

Sales CRM Scripts APIs 52

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. PSTN operates on circuit-switched technology, where dedicated physical circuits are established between callers to facilitate communication. What is PSTN? How does it work?

voip 59

voip Telecommunications Wireless CRM 59

Totango

JULY 8, 2022

To “shift right” means to reorient your business from an acquisition-based operating model, where the focus is on top-of-the-funnel activities like marketing and sales, to a customer value-based operating model, where the entire organization is focused on providing valuable experiences to customers at every stage of the journey.

CRM 104

CRM Customer retention Self service Best practices 104

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. Use this guide to help you find the best B2B CRM for your business. What is a B2B CRM? Today’s leading CRMs tend to be cloud-based. Salesforce CRM.

B2B 81

B2B Sales CRM Enterprise 81

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. Qualtrics and Medallia are versatile solutions with a lot of features.

Feedback 83

Feedback Consulting Consulting Enterprise 83

VirtualPBX

MARCH 7, 2024

In this blog post, we’ll delve into what PSTN is, how it works, and discuss its superior counterparts in today’s digital landscape. PSTN operates on circuit-switched technology, where dedicated physical circuits are established between callers to facilitate communication. What is PSTN? How does it work?

voip 52

voip Telecommunications Wireless CRM 52

Expivia

JANUARY 5, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. We will also peer into some of the “behind the scenes” of what it is like to run a large retail/sales operation. I didn’t join the customer care team until three years ago. I’ve been at Overstock just over 12 and a half years.

Customer Care 52

Customer Care CRM Self service Call Center 52

NobelBiz

FEBRUARY 13, 2024

The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations. Software solutions offer a world of features that cater to various aspects of call center operations. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JustCall

APRIL 3, 2024

But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. What you deem high call volume varies depending on the size of your business and the industry in which it operates. When a call surge hits, your sales and customer service teams bear the brunt. High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Automation Features Incorporating advanced automation features can streamline every aspect of customer service operations.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

Expivia

JANUARY 29, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. We will also peer into some of the “behind the scenes” of what it is like to run a large retail/sales operation. I didn’t join the customer care team until three years ago. I’ve been at Overstock just over 12 and a half years.

Customer Care 52

Customer Care CRM Self service Call Center 52

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. In this blog, we are going to discuss the key aspects of VoIP and texting and how to integrate them into your business. That is where VoIP & texting steps in. Let’s get started on transitioning your business. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

aircall

OCTOBER 11, 2022

When it comes to customer-facing team productivity and performance , only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. When teams consistently meet targets, line-of-business managers know that big bosses start asking questions: All targets met? It goes without saying.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

JustCall

AUGUST 16, 2021

It is a cloud-based software that comes with the technology you need for your support team. CCaaS brings with it the agility and business continuity that every support team needs and every customer expects. An outbound call center is meant for sales teams so they can call prospects. What is CCaaS? Contact Center Options.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. Let’s find out.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Mistake #2: Following the Wrong Operational Practices.

Best practices 97

Best practices Enterprise Upselling Scripts 97

JustCall

APRIL 9, 2024

Focusing on and creating the best customer experience is no longer a competitive advantage, it’s critical to the success of your operations. This blog will also show which tools you can use to help your business provide best-in-class customer experience! Why is customer experience important? And guess what?

Customer Experience 40

Customer Experience Call Logging Brand ambassadors Multi-channel support 40

Tenfold - Contact Center Blog

MAY 30, 2018

Millions of users rely on Microsoft Dynamics CRM as the central hub for all their customer data. Client-facing teams use it to aggregate and analyze data on prospects to inform and support the execution of their sales and service strategies. Here’s how click-to-call helps sales and service teams. What is Click-to-Dial?

CRM 48

CRM Sales Call Center Metrics 48

VirtualPBX

MAY 17, 2023

In this blog post, we will explore how businesses can leverage ChatGPT technology to enhance their customer support efforts. 24/7 Availability : Traditional customer support often operates within specific business hours, which may not align with customers’ needs. We have received your message and appreciate your inquiry.

Customer Support 98

Customer Support Best practices CRM Consulting 98

JustCall

JANUARY 23, 2024

This blog post will guide you through the process of getting started with WhatsApp Business for Teams and help you leverage its capabilities to enhance your business communication. What is the WhatsApp Business API for teams? Verifying your business on WhatsApp Business for Teams adds an extra layer of credibility.

APIs 52

APIs Accountability CRM Interactive Voice Response 52