Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. How knowledge transfer and culture can benefit from communication technology. How to introduce inexperienced staff to new technologies. “It’s

Technology 93

Technology Employee engagement Personalization Customer Support 93

Beyond Philosophy

FEBRUARY 15, 2024

Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. You can gain excellent insight by walking your customer journey like a customer. Proactivity also shows customers they can trust you to do what you say you will. Click here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Interaction Metrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

Customer Experience 48

Customer Experience CRM Metrics Surveys 48

Inbenta

MARCH 15, 2021

Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure.

Customer Support 81

Customer Support Management Chatbots voip 81

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Customer Service 331

Customer Service Self service CRM Customer Support 331

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. We talk about: How you can save 40% on customer service costs. Successful case studies.

Contact Center 57

Contact Center Education Call Center Customer retention 57

Solvvy

APRIL 2, 2020

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. The support tickets are piling up, and customers are getting frustrated. Focus on wellness.

Customer Support 62

Customer Support Management Self service voip 62

ShepHyken

MARCH 12, 2021

They may end up losing a lot of customers, and thereby, revenue opportunities. Technology solutions are the need of the hour. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Accelerating connectivity through technology.

B2B 373

B2B Journey mapping B2C Telecommunications 373

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. Leveraging AI in customer support can significantly reduce customer effort.

Accountability 96

Accountability Government Chatbots Engineering 96

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center? UPDATED: February 2020.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NobelBiz

OCTOBER 12, 2021

Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology’s ability to develop in response to new usage habits and user demands. What is WebRTC Technology? WebRTC is intended for what kind of customer contact center?

Contact Center 52

Contact Center Technology voip Telecommunications 52

TechSee

AUGUST 14, 2023

In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Shep’s an author, speaker and thought leader on all things customer service. Making commitments to customers is easy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

JUNE 22, 2018

Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida. Tom Voirin, Director of Software & Service Support, Philips Healthcare. Craig Bruns, VP Customer Support, Crown Equipment Corporation. Jack Fanneron, President, The BP Group.

Healthcare 40

Healthcare Best practices Customer Care Technology 40

ShepHyken

MARCH 25, 2019

The author’s closing sentence: Surpass your customers’ expectations by training your empathy muscle, planning your time, listening actively and going the extra mile. Human-Centered Customer Support by HubSpot & HelpScout. Hubspot) We’re bringing you tactics for creating a human-centered customer support strategy.

Customer Service 273

Customer Service Surveys Customer Experience Customer Support 273

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read! Chase Clemons, Head of Customer Support at 37 Signals.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. (The

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

aircall

NOVEMBER 4, 2016

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. The increased accuracy of data entry is also a side effect of CTI technology.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Talkdesk

JANUARY 10, 2017

Blogs and thought leaders are buzzing about the next big development in support. Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically.

Chatbots 40

Chatbots Customer Support Contact Center Personalization 40

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. What does the future hold for such technology? Businesses may utilize UCaaS to streamline operations, enhance flexibility and cooperation, increase user support, and lower communication costs. What are its advantages?

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

Fonolo

AUGUST 24, 2021

Your agents provide excellent customer support and go above and beyond to ensure a great customer experience. If you notice impeccable service in your call monitoring or see positive customer service reviews online, use that as an excuse to celebrate! Invest in technology. Communicate well, and often. Conclusion.

Call Center 148

Call Center Morale Best practices Contact Center 148

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . There are elements of marketing at play in omnichannel customer service.

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

aircall

NOVEMBER 4, 2016

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. The increased accuracy of data entry is also a side effect of CTI technology.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. ODSC East - Open Data Science Conference – May 1-4, Boston, MA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Call Experts

JANUARY 15, 2020

Success is developed through a perfect combination of talent and technology. HR departments can be passive in their innovations related to modernization through technology. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

ProProfs Blog

MAY 6, 2020

Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . The best ways to motivate your remote team are: Have video collaborations instead of conference calls. Team Building via Technology.

Management 162

Management Customer Service Best practices Entertainment 162

Call Experts

MARCH 5, 2020

But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business. Summer HR Conferences.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. AI-powered technology that addresses the needs of a changing workforce. omnichannel management that supports digital transformation. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Call Experts

FEBRUARY 26, 2020

Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. Today, a lot of companies have access to the same technology. Summer HR Conferences. chat, email, socials, etc.)

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

SmartKarrot

SEPTEMBER 28, 2020

Let me introduce you to customer success conferences, which is like a vacation in disguise. As the demand for customer success is booming the market, so has the need for education arisen. And forums, workshops, and conferences play a pivotal part in educating the audience. CX Customer Experience Management Global Summit.

SaaS 10

SaaS Education B2B Marketing 10

JustCall

APRIL 12, 2023

Whether you need good cloud communications software for business calls or a reliable collaboration hub with project management capabilities, new communications technologies may be the perfect fit for your business. File attachments in chat – Send files through the chat or video conference window.

Enterprise 52

Enterprise APIs Contact Center Feedback 52

Inbenta

AUGUST 17, 2021

Chatbots are now mainstream in tech and are the present and future of customer support. Most brands and companies around the world already use them to support their customer service teams, improve their NPS score, deliver faster responses to user requests, and, overall, keep their customers happy and satisfied.

Chatbots 94

Chatbots Interactive Voice Response Customer Service APIs 94

ViiBE Blog

JUNE 15, 2023

As organizations expand globally, teams work across different time zones, and the concept of a traditional office undergoes a transformation, businesses must embrace technologies that facilitate seamless collaboration regardless of physical distance. At the end of the day, always think from the perspective of your customers.

Technical Support 52

Technical Support CRM Technology Education 52