Outsource Consultants

FEBRUARY 9, 2025

Bilingual customer support isnt just a nice-to-haveits a necessity for businesses targeting both English and Spanish-speaking markets. At Outsource Consultants, weve worked with countless businesses that have seen the benefits firsthand. Thats where Mexicos nearshore call centers shine.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ProProfs Blog

APRIL 22, 2020

. “ If you don’t appreciate your customers, someone else will.”- “What’s important at the grocery store is just as important in engines or medical systems. If the customer isn’t satisfied, if the stuff is getting stale, if the shelf isn’t right, or if the offerings aren’t right, it’s the same thing.

Advertising 168

Advertising Consulting Consulting Sales 168

Education Services Group

MARCH 4, 2021

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity. Consultants.

Consulting 52

Consulting Consulting Journey mapping outsourcing 52

Mindtouch

OCTOBER 19, 2017

Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Amy Oplinger , Consultant, Independent — @SalesforceAmy — [link]. Andrea Anderson , VP of Customer Loyalty, Avalara — @avalara — [link]. Bill Greenhaw , Principal Consultant, MondayCall, LLC — @Bill_Greenhaw — [link].

Consulting 91

Consulting Consulting Engineering CRM 91

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. Peter Abah is the Head of Customer Support at Hotels.ng. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah. Peter currently works at Hotels.ng

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

SEPTEMBER 6, 2023

Many websites fail to consider the importance of proper search engine optimization and the aspects it entails. Talking with a web design and SEO consultant during the website development phase could eliminate many of these problems. Just take a stroll through Microsoft’s official support community.

Customer Care 98

Customer Care Scripts Engineering outsourcing 98

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Here are their great insights.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. We explore the many reasons why customers do what they do—and what you should do about it. The post Customer Satisfaction is at 17 year low. What he said was fascinating. .

Contact Center 195

Contact Center Upselling Education Engineering 195

Fonolo

NOVEMBER 13, 2018

In 2018 the conference rebranded (it was formerly known as Call Center Week) in response to the further integration of customer support channels into customer service strategies across the industry. It’s also a fantastic place to look globally at contemporary industry trends and innovators. Vice President Product Marketing.

Customer Service 108

Customer Service Contact Center Education Engineering 108

TechSee

MAY 4, 2021

The Concept of GigCX: Freelance customer service agents. The use of gig workers in customer service – known as GigCX – is becoming increasingly common. GigCX works by sourcing freelance customer support agents to perform on a per-task basis.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

ChurnZero

JANUARY 13, 2022

“Our customers are our inspiration, and we grow as they grow. In her expanded role, Ellen will continue to lead global system engineering and enablement and will add professional services and customer support to her team. She understands customer service and puts customers first every single day.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

COPC

OCTOBER 26, 2023

Related CX Technology Consulting Fusing technology and expertise to design and deliver exceptional service journeys. In AI-powered customer support, there are two overarching concerns : accuracy and safety. But it’s much more than enlisting engineers to call LLM APIs.

Technology 76

Technology Customer Experience APIs Consulting 76

Help Scout

JULY 24, 2018

The difference between customer support and customer success has sparked a number of lively discussions. Customer Support teams resolve product-related issues and educate the customer about how the product works. Defining Customer Support and Customer Success.

Customer Support 40

Customer Support Education Self service Engineering 40

Kayako

APRIL 6, 2017

Almost every department will touch a new feature before support is involved. In UserVoice’s survey of Product Managers , it was found that customer support is involved in product development only 58% of the time. Kayako includes our support team early in the product development process. Does this sound familiar to you?

Coaching 103

Coaching Feedback Metrics Customer Support 103

Mindtouch

JULY 18, 2017

According to new research from Stone Temple Consulting , 60% of people want direct answers to their questions without having to visit a website or another app. People like to refer to featured snippets as “Position Zero,” because they’ve replaced the coveted first position as the holy grail of search engine optimization.

Engineering 59

Engineering Consulting Consulting Marketing 59

JivoChat

JULY 16, 2023

Without it, your pages are less likely to rank higher on search engine result pages. You will find hundreds of pre-built responsive website templates to choose from, which can be customized using the drag-and-drop editor. If you have any questions or problems, you can count on the 24/7 customer support offered by the platform.

Engineering 75

Engineering Consulting Consulting Analytics 75

ChurnZero

JANUARY 8, 2021

“Ken is a change agent, a problem-solver and a pragmatic leader who is passionate about developing strong, lasting relationships with customers,” said Zander Lurie, CEO of SurveyMonkey, in a statement. “He As Alida’s Chief Customer Officer, Jason leads the global customer success organization, customer support, and services businesses.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Help Scout

SEPTEMBER 14, 2021

Below are three ways you can get started with customer service early and set yourself up for success for the long term. If you’ve looked at a couple different “customer support best practice” lists, you’ve probably seen the suggestion to “meet your customers where they are.”. It’s really a growth engine.”.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

TeamSupport

JULY 27, 2020

To make a customer feel like the choice was the right move, get started on a positive note. Maybe there’s a hurdle that matters to them such as implementing a software integration and an engineer can help get that set up in a day or two. Be readily available for consultations and check-in conversations.

B2B 90

B2B Finance Metrics Customer Support 90

DMG Consulting

AUGUST 10, 2018

Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

AWS Machine Learning

DECEMBER 6, 2023

Such data often lacks the specialized knowledge contained in internal documents available in modern businesses, which is typically needed to get accurate answers in domains such as pharmaceutical research, financial investigation, and customer support. Giuseppe Hannen is a ProServe Associate Consultant.

Analytics 125

Analytics APIs Engineering Construction 125

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Even the most enthusiastic and well-meaning employees can sometimes turn off customers simply by using the wrong language.

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Comm100

SEPTEMBER 22, 2016

But we still want you to be able to take advantage of the books that can transform your current customer support operations. For this reason, we’ve compiled a list of 30 excellent customer service related books, separated by comprehensive categories so you can find exactly what you need in record time.

Customer Service 78

Customer Service Gamification Consulting Consulting 78

Help Scout

SEPTEMBER 29, 2021

No codebase is perfect, and even the best engineers can’t predict with 100% certainty what will happen with each new release. Though many bugs are caught shortly after deployment, many are also found by customers over time. As a customer support professional, there are any number of things outside your control related to solving bugs.

Engineering 59

Engineering Average Handle Time Enterprise Accountability 59

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Then came Google, and while the search engine behemoth is not the same as KM, its success made it clear that “search-based” solutions could yield great benefits for companies willing to invest in building a KM culture. Please complete the registration form below.

Contact Center 69

Contact Center Technology Big data Gamification 69

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. What does the culture of Customer Success look like at Uberflip?

Coaching 0

Coaching Upselling Engineering Marketing 0

JustCall

OCTOBER 9, 2023

Category Leaders rankings highlight top-ranked North American software products based on ratings from end-users in five key areas: ease of use, value for money, functionality, customer support, and likelihood to recommend. I had numerous interactions with their customer support and I find it simply excellent. Click here.

Coaching 52

Coaching Engineering Consulting Consulting 52

CSM Magazine

FEBRUARY 23, 2021

Achieving 30% year-on-year sales growth, Calabrio International has welcomed more than 150 new customers, with the UK adding a third of those from a wide range of industries including many online challenger businesses. In addition, Calabrio has made strategic new appointments to build its customer support network.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

JivoChat

MAY 21, 2023

Businesses with reviews and responses beget trust and confidence in customers. Not only are Google reviews a great way to build trust, but they also have a great impact on your search engine results. In order to get a steady flow of new reviews coming in, you should proactively solicit them from your customers.

Engineering 75

Engineering Chatbots Consulting Consulting 75

Amity

JANUARY 11, 2017

By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships.

Engineering 99

Engineering Management Metrics Feedback 99

NobelBiz

AUGUST 22, 2023

Engineered for impeccable voice quality and unswerving call reliability, it streamlines operations without requiring extra infrastructure. Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%.

voip 98

voip Telecommunications Contact Center Contact center software 98

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Kayako

DECEMBER 17, 2015

Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents.

Management 60

Management Technical Support Customer Support Coaching 60

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Customer Service Evangelist, Help Scout. I had an engineer spend 15 minutes on a live ‘leaderboard’ that showed who had and had not done their weekly reviews. Customer Support Manager, Clio — Legal Practice Management. Here's what they shared. David Perry.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Quiq

OCTOBER 7, 2021

Share This Story For retail organizations, Google’s Business Messages feature presents a powerful new opportunity for various teams to forge 1:1 connections with consumers, at scale, through the world’s largest search engine. But which teams stand to gain the most, in both the short and long term, from this new messaging channel?

Marketing 52

Marketing Customer Service Consulting Consulting 52