SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Nicereply

JULY 24, 2023

“What are partnerships and how do they tend to work in a customer experience context?” ” Customer expectations are high when contacting support. While the product you sell might be a leader at some aspects of a given marketspace, it likely isn’t an all-encompassing solution.

Customer Experience 52

Customer Experience outsourcing Marketing Education 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

Surveys 176

Surveys Education Enterprise Technology 176

Avaya

DECEMBER 13, 2017

At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. You know, actually enabling an exceptional customer experience. There’s just one problem: executing!

Customer Experience 119

Customer Experience Analytics Surveys Technology 119

Cisco - Contact Center

MAY 13, 2020

Co-Authored by Matthew Saskin, Vice President of Customer Experience for Selligent. Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. Visit our Cisco Contact Center solutions website.

Customer Experience 98

Customer Experience Contact Center contact center solutions Analytics 98

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. And, treating your employees well is the first step to a better customer experience.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But right now, this is still best done in support of agents, who can make the final decision of what to say to the customer and how.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Are You Using these Customer Experience Power Phrases?

Customer Service 359

Customer Service Government Customer Experience Marketing 359

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Leverage AI to Transform the Customer Experience.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Cisco - Contact Center

FEBRUARY 1, 2024

Join us as we dive deeper into Cisco and Cisco Partner technology deployed at the Cisco Store! We asked Jeremy Martin (Sales Leader, Americas, Webex CPaaS Solutions) to discuss Webex Connect and how… Read more on Cisco Blogs

Technology 98

Technology Sales Customer Experience 98

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. This blog will explain to you everything you need to know before you choose the right chatbot for your website. Multi-lingual capabilities. Data Privacy and Security.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

24-7 InTouch

FEBRUARY 2, 2023

“Staying agile allows brands to adapt to the customers’ needs and desires when it comes to getting support.” ” Many business leaders agree that customer experience (CX) is vital for success, yet only 51% of CX professionals say that customer feedback is a leading factor in their business’s overall strategy.

Customer Experience 52

Customer Experience outsourcing Customer Care Customer centricity 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Anexa BPO

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business.

Customer Experience 52

Customer Experience Feedback outsourcing Wait times 52

BlueOcean

OCTOBER 4, 2023

And how do offshore solutions, interpreters, and texting play a role? The impact of bilingual support on the customer experience cannot be understated. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

24-7 InTouch

APRIL 5, 2023

When we consider machines as teammates, various opportunities emerge that elevate our ability to deliver unique customer experiences. These are small fractions of a much larger puzzle of content publication, and the need to moderate content and customer experiences at high levels.

Customer Experience 52

Customer Experience Personalization Technology Management 52

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Learn and Adapt AI is not a set-it-and-forget-it solution.

Government 52

Government Customer centricity Technology Management 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Aspect

APRIL 29, 2021

Partner Spotlight Series ?focuses focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences.? . ECS prides themselves on developing strategic and technological solutions together in effort to fulfill the demands of the companies they do business with.

Enterprise 118

Enterprise Contact Center Technology Marketing 118

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Check out our full list of technology partners or request a new integration. What is Pendo?

Enterprise 92

Enterprise Finance SaaS Analytics 92

Mindtouch

MAY 23, 2018

As someone recently on the market for a knowledge management solution, my ears perked right up when the discussion fell to customer requirements for purchasing and implementing new services. Do we operate with the belief that solution vendors have our success (and not just our subscription) in mind? We’re all customers, too.

Customer Experience 90

Customer Experience Best practices Self service Engineering 90

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

24-7 InTouch

MARCH 15, 2023

If your content moderators are stretched too thin, the customer experience will be diminished because some bad actors will get away with their abuses. An outsourcing partner specializing in content moderation will be able to improve your moderation capabilities and better protect your online community, all while keeping costs down.

Customer Experience 52

Customer Experience outsourcing Metrics Surveys 52

Blueship Call Center

SEPTEMBER 12, 2023

Every consumer receives their full attention, and an appropriate solution is offered. Customers today are eager to receive real-time updates on their orders. Additionally, outsourcing order processing may enhance customer service and assist a business in remaining competitive in its industry.

outsourcing 68

outsourcing Customer Experience Customer Care Sales 68

bold360 Blog

NOVEMBER 6, 2018

Because of this, you’re unable to use valuable insights gained in the acquisition stage to improve the customer experience and maximize upsell and cross-sell opportunities. In a relationship, if you become a different person after commitment, your partner feels like the target of a bait and switch scam.

Upselling 209

Upselling B2C Customer retention Marketing 209

Aspect

MARCH 16, 2021

Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . iLink Solutions ?who Who is iLink Solutions ? . iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007.

Consulting 118

Consulting Consulting Contact Center Marketing 118

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 52

Contact Center Self service Analytics Banking 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. What Do Customers Need?

Self service 58

Self service Contact Center CRM Customer Support 58

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows.

Management 107

Management APIs Engineering Government 107

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Reshaping Customer Experience.

Management 78

Management Finance Enterprise outsourcing 78