Enghouse Interactive

JANUARY 5, 2021

Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Any technology implementation has to align with your overall business goals.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? It’s the heartbeat of your business success. Ever wondered what makes your favorite brands stand out in today’s competitive business arena? It’s not just their products or services; it’s the memorable experiences they create.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

CSM Magazine

MAY 30, 2023

Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. It reminds me of a relay race where one of the runners is a chatbot and passes the ‘experience baton’ onto an agent to complete the final leg and win the race.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. The future success of contact center BPOs hinges on their ability to evolve into strategic partners, leveraging artificial intelligence (AI) to redefine customer service.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past. Continue below to learn more.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

aircall

JANUARY 16, 2023

Finding an Ooma alternative for your cloud-based business telephone solution isn’t difficult in today’s market, where competition is rife and users are spoiled for choice. . In fact, they’re vastly different, making the challenge more about selecting the right Ooma alternative that matches your business requirements.

voip 62

voip Analytics call center software Technical Support 62

OctopusTech

JULY 31, 2023

If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. However, to assure success, it is critical to evaluate the resources utilized.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

OctopusTech

AUGUST 18, 2023

In today’s digital world, a website represents an essential component of any business’s system. Hiring a skilled custom web development company is your best choice for creating a functional and exciting website. What Is Custom Web Development? What Do You Need To Know Before Getting Into Web Development?

Construction 62

Construction Engineering APIs Enterprise 62

Call Experts

NOVEMBER 5, 2020

Businesses that don’t pre-plan their strategy are more likely to fail during seasonal rushes and overflow. Here are seven ways you can prepare your business for Black Friday and Cyber Monday: 1. To create an agreement that drives revenue, business owners need to understand audience interests and pain points/problems.

outsourcing 98

outsourcing Education Contact Center Advertising 98

OctopusTech

AUGUST 14, 2023

Maybe you are looking for changes in your products and services, modification of theme, or you are just feeling that your website looks outdated as you are facing a decrease in the site’s traffic and conversion rates. But if you handle your site to the wrong company, then you might ruin your entire online business in some time.

Engineering 62

Engineering Sales Advertising Technology 62

Spearline

APRIL 3, 2023

Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. When I call the support lines of any company, I want to be served quickly and efficiently – for me, a good call experience represents the brand.

Contact Center 52

Contact Center Interactive Voice Response outsourcing Benchmark 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. How can you make sure your ecommerce venture succeeds? In this guide, we’ll look at some strategies you can use to succeed in your ecommerce venture. trillion U.S. dollars worldwide in 2021.

Analytics 82

Analytics Engineering Advertising Sales 82

CustomerSuccessBox

JANUARY 19, 2022

An ‘ account transition’ is the process by which an existing or a new customer account is transitioned from one member of the Customer Success team to another. In an ideal world, your Customer Success Managers would have a great relationship with the customers. Why do these transitions occur?

Accountability 52

Accountability Feedback Management Customer Experience 52

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. A data-driven customer experience is important for the success of any company.

Best practices 62

Best practices Management Upselling Sales 62

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Nicereply

SEPTEMBER 25, 2023

“Mastering NPS emails opens the door to understanding your customers’ experiences.” ” Are you looking to measure customer satisfaction and guide your brand’s success? Net Promoter Score (NPS) email surveys can be your most effective market research tool.

Surveys 52

Surveys Feedback Best practices Personalization 52

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October. Published on: August 29, 2019. Eptica’s own research highlights the importance of trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

JustCall

JUNE 26, 2023

Real estate lead conversion, which has transitioned from being important to critical, plays a crucial role in both the long-term success of real estate brokerages and the financial well-being of individual agents. In this blog post, we will delve into the topic of lead conversion for real estate.

Real estate 52

Real estate Marketing Scripts Personalization 52

Interactions

JUNE 4, 2020

And while the technology is extremely important to build the foundation of a great virtual assistant (more on that here ), there are a lot of other considerations that should be top of mind as you evaluate your options. All industries and use-cases are different, and choosing a partner that recognizes that is vital.

Construction 71

Construction Accountability Technology Customer Experience 71

ProProfs Blog

DECEMBER 22, 2020

Later on, their toll-free number ‘800’ enabled consumers to get in touch with a business and ask questions related to one of the marketing campaigns they came across. Contrary to expectations, businesses had to adjust their process according to the advent of the internet and accommodate emails along with primary call support.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Customers derived little to no value.

SaaS 98

SaaS Customer centricity Accountability Education 98

IdeasUnlimited

AUGUST 16, 2022

The unique nature of the healthcare industry demands a unique form of healthcare customer service. Infact, call centers are now claiming the largest ever growth in healthcare clients with many hospitals, clinics and even solo practitioners turning to call centers for customer service. Better Engagement with Patients. Patient History.

Healthcare 52

Healthcare Call Center Customer Service voip 52

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer retention 62

Customer retention B2B Enterprise Metrics 62

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Totango

JUNE 2, 2020

However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail?

Enterprise 62

Enterprise Customer centricity Accountability Best practices 62

Blueship Call Center

JANUARY 5, 2023

Companies throughout the world use outsourcing for customer service. Before beginning to Outsource Customer Service , research is crucial. It’s important to be aware of the benefits and drawbacks and to think about how to integrate this third-party service into your existing workflow. This exercise takes time and money.

outsourcing 40

outsourcing Customer Service Real estate Business Process Outsourcing 40

CustomerSuccessBox

NOVEMBER 2, 2021

But this is not the stage to take the gas off the pedal as adoption is the key to retaining your client. A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. Customer Retention.

Sales 52

Sales Engineering Upselling Customer retention 52

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Coaching Banking First call resolution 67

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage with your content. Never miss an episode.

Entertainment 83

Entertainment Customer centricity Advertising Real estate 83

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. When effectively executed, it can boost sales, increase profits, and lead to significant business growth. Inbound lead generation includes blogging, SEO, social media, PPC.

Call Center 52

Call Center Scripts CRM Contact Center 52