ShepHyken

APRIL 26, 2021

Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. ASBN) This article shares some ways to build and maintain your reputation while providing customers with the best possible service. Think about that!

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Eptica

OCTOBER 15, 2021

The 4 pillars of a successful customer service strategy. Categorie(s): Best Practice Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Share this page on: Tweet.

Accountability 124

Accountability Best practices Engineering Customer Service 124

Eptica

SEPTEMBER 24, 2021

You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Share this page on: Tweet. How to plan for customer service success at peak times.

Engineering 123

Engineering Best practices Management Customer Service 123

Eptica

OCTOBER 8, 2021

The 4 pillars of a successful customer service strategy. Categorie(s): Best Practice Trends & Markets From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk.

Management 195

Management Average Handle Time Self service First call resolution 195

Eptica

AUGUST 29, 2021

You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Categorie(s): Best Practice Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Share this page on: Tweet.

Customer Service 115

Customer Service Best practices Management 115

Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Categorie(s): Best Practice More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

Best practices 106

Best practices Technology Management Customer Service 106

Eptica

NOVEMBER 13, 2020

Contact Babel’s new Inner Circle Guide to the Voice of the Customer, sponsored by Enghouse Interactive, explains how to create and run your strategy. Categorie(s): Trends & Markets Best Practice Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Eptica

JULY 8, 2022

Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy. Categorie(s): Best Practice Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. Share this page on: Tweet.

Management 71

Management Best practices B2B Customer Service 71

Beyond Philosophy

JANUARY 26, 2023

The problem is that no two answers are typically the same, nor are they something the organizations have agreed upon and set a deliberate strategy to deliver. This question is a vital strategy point—and so is having a coherent reply. You probably aren’t a phone manufacturer, so these examples are not practical.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

IdeasUnlimited

MARCH 28, 2024

In a remarkable acknowledgment of excellence and dedication, IdeasUnlimited has been honored with the prestigious 2023 Houston Award in the Call Center category. It aims to highlight those who have adopted best practices and innovative strategies to create competitive advantages and long-term value.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

Eptica

JULY 23, 2021

You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Categorie(s): Best Practice Understanding the psychology of customer interactions is key to delivering the right experience, at the right time. Share this page on: Tweet.

Customer Service 85

Customer Service Best practices 85

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. First, we’ll define what customer retention automation is.

Customer retention 98

Customer retention Upselling CRM SaaS 98

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 5 Best Experience Management Metrics.

Customer Experience 71

Customer Experience Customer centricity Sales Metrics 71

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title.

Best practices 99

Best practices B2B Journey mapping Upselling 99

Fonolo

SEPTEMBER 20, 2022

Problem-solving skills that always produce the best outcome for the customer. To ensure they grasp all of them, either create a training program specifically for soft skills or add soft skills into your existing new-hire training strategy. Effective, respectful communication towards customers and other employees.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

AWS Machine Learning

OCTOBER 19, 2023

From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. Furthermore, we detailed the steps for performing training using the console, including best practices for optimal results.

APIs 105

APIs Best practices Advertising Accountability 105

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 120

Best practices Government Engineering Accountability 120

ThriveableBiz

JANUARY 18, 2023

And how about the reassuring words of The British Business Bank which specialises in start-up loans saying “As strange as it seems, a tough economic period might actually be the best time to launch a business” , and gives a variety of examples from pet care to gin-making. 95% of purchasing is emotional and not rational.

Marketing 98

Marketing Banking Education Feedback 98

Totango

MAY 11, 2021

Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Match communication strategies to stakeholder roles. Analyze key stakeholder motivation.

Management 84

Management Best practices Journey mapping Metrics 84

Eptica

JULY 2, 2020

Ensure you are always focused on this as part of your strategy and deliver consistent, accurate responses across every channel, to every interaction. Categorie(s): Best Practice In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Tethr

AUGUST 13, 2020

Through the Tethr platform and its hundreds of out-of-box packaged insight categories, we’ve eliminated much of the work needed to make listening to the voice of the customer across the enterprise successful and deliver meaningful, positive business outcomes in a fraction of the time it takes with other products. The combination of J.D.

Customer Experience 125

Customer Experience Benchmark Best practices Big data 125

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. What Causes Difficult Customer Communication? .

Chatbots 118

Chatbots Best practices Interactive Voice Response Technology 118

JustCall

OCTOBER 22, 2023

Hence, each company must establish a customized strategy for performance tracking and measurement. Difficulty in Identifying Customer Satisfaction Metrics Contact center metrics can be of three categories: business-critical, customer-critical, and process-critical. However, it is essential to ensure high profitability and productivity.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Lumoa

AUGUST 8, 2023

Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions. We’ll also provide screenshots from the Lumoa platform to give you a visual understanding of how these techniques work in practice.

Surveys 83

Surveys Feedback Banking Best practices 83

Totango

JULY 6, 2021

Measuring customer loyalty confers a number of advantages: It lets you quantify the success of your customer loyalty strategy so that you can objectively evaluate your performance. It empowers you to manage customer loyalty by tweaking your loyalty strategy, testing your results and iterating continued improvements. Net Promoter Score.

Best practices 110

Best practices Metrics Surveys Customer retention 110

Bill Quiseng

APRIL 25, 2021

With restrictions being lifted and vaccinations for everyone available soon, now is the best time to assert yourself to reinvent your customer experience. QUI Customer Experience Strategies from the Pandemic. Given the new environment, is that the best use of the appropriation? Mystery shop your competitors in person and online.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

Tethr

AUGUST 31, 2021

Many companies have invested in effort-reduction strategies and scores to begin to combat this issue, but that’s just the beginning of a much greater work. To paraphrase our friends at Wikipedia, it’s the practice of comparing customer effort performance metrics to industry bests. So, what is benchmarking for customer effort?

Benchmark 71

Benchmark Customer effort Metrics Customer emotions 71

Eptica

MARCH 26, 2020

Date: Thursday, March 26, 2020 Author: Pauline Ashenden - Marketing Manager Why you must map your channel strategy to your customer demographics. While some findings may be unsurprising, others underline how essential it is to fine - tune customer service channel strategies so they align closely with the needs of different groups.

Best practices 72

Best practices Self service Multichannel Customer Service 72

Quality Contact Solutions

AUGUST 26, 2021

The good news is that most outsourcing partners will help find the best solution to accomplish your objectives. Telemarketing services for businesses can be split into two main categories: inbound and outbound. Consider adding telemarketing services to your sales and marketing strategies to ensure a substantial competitive advantage.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

AWS Machine Learning

OCTOBER 6, 2023

For instance, in an application that recommends movies, features could include previous ratings, preference categories, and demographics. To simplify, you can build a regression algorithm using a user’s previous ratings across different categories to infer their overall preferences. This can be done with algorithms like XGBoost.

Personalization 109

Personalization Engineering Construction Transportation 109

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption. COPC partners with prominent global brands, guiding them in crafting and executing their CX strategies.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Lumoa

JANUARY 24, 2024

Example of sentiment analysis If there’s a lot of data, the categorization can be a very detailed one: instead of personnel, the categories can separate customer support personnel from sales personnel or divide the feedback about personnel into comments about their behavior, knowledgeability, responsiveness, etc.

Analytics 83

Analytics Feedback Metrics Surveys 83

AWS Machine Learning

OCTOBER 27, 2022

Within a few months, this forecasting solution has helped them reduce product waste by 37%, resulting in cost savings of 22% across 168 stores and three merchandise categories. Specifically: Compared to other categories, short-dated perishables must be sold within a short time window, otherwise they will expire and be discarded.

APIs 96

APIs Best practices Metrics Government 96

Totango

AUGUST 23, 2022

In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. What Are B2B Customer Journey Touchpoints? Consideration.

B2B 115

B2B Journey mapping SaaS Engineering 115