Spearline

JULY 4, 2022

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications. What does WebRTC enable?

Enterprise 98

Enterprise APIs Metrics Technology 98

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Journey mapping 267

Journey mapping B2C Customer Service B2B 267

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Those three factors are why customers are frustrated with the customer support experience. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche. Follow on Twitter: @Hyken.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Why Customer Success is Important in the Modern Age by Mia Jacobs. by Knowledge@Wharton.

Customer Service 296

Customer Service Enterprise Analytics Customer Experience 296

Unymira

NOVEMBER 26, 2019

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.

Enterprise 72

Enterprise Customer Service Contact Center Management 72

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Enterprise 64

Enterprise Construction Finance Benchmark 64

ProProfs Blog

MAY 9, 2019

As a business owner, this minimizes your chance of influencing the customer’s purchasing decision. Customer service departments, which were almost non-existent a few decades ago, are now a vital part of every organization today. Let’s see what an enterprise chat software can do for a business like yours.

Enterprise 125

Enterprise Upselling Customer Support Sales 125

CSM Magazine

AUGUST 23, 2023

Kura, the UK’s largest independent outsourcer, is transforming its contact centre capability with Avaya Enterprise Cloud. Avaya Enterprise Cloud provides advanced contact centre capabilities as a service (CCaaS) delivered via a dedicated cloud deployment.

Enterprise 52

Enterprise Customer Experience outsourcing Analytics 52

Contact Center Pipeline

DECEMBER 9, 2020

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of the customer care team.

Enterprise 189

Enterprise Customer Care Customer Service Self service 189

Interactions

AUGUST 29, 2022

First off, it goes without saying that the companies that have not invested in advanced self-service technology will fall behind. The bar for customer service has been raised and those who don’t catch up will become obsolete. . Customer loyalty is driven by better customer experiences.

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

Advantage Communications

JANUARY 11, 2023

Enterprise contact center solutions use software and expertise to provide businesses with a comprehensive solution to better manage their customer service operations and achieve customer experience (CX) success.

contact center solutions 52

contact center solutions Enterprise Contact Center Customer Experience 52

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 173

Customer Service Government Marketing Enterprise 173

Aspect

APRIL 5, 2021

Over the years we have used many different ROI and Business Assessment tools to help customers determine the impact of adding best-of-breed contact management and workforce management capability to their customer experience centers. The post Enterprise Benefits Workforce Calculator appeared first on Aspect Blogs.

Enterprise 62

Enterprise Schedule adherence Contact Center Consulting 62

CSM Magazine

JULY 21, 2023

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 230

Customer Service Enterprise Engineering Contact Center 230

Liveops

DECEMBER 20, 2018

“[The workforce] are not requesting work from home or flexibility anymore, they’re demanding it happen.” – Jon Brown, VP of Customer Results at Liveops. What does this all mean for the enterprise? The post Enterprise-tested tactics for more scalable customer service models appeared first on Liveops, Inc.

Enterprise 48

Enterprise Customer Service Call Center Contact Center 48

Bright Pattern

AUGUST 18, 2017

for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research. Bright Pattern congratulates Reply.ai

Enterprise 84

Enterprise Chatbots Customer Service 84

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. 5 innovative technologies and digital tools to help Customer Service become better sellers. Intent prediction. Visual assistance. Co-browsing/screensharing.

Sales 124

Sales Technology Customer Service Chatbots 124

Liveops

DECEMBER 20, 2018

“[The workforce] are not requesting work from home or flexibility anymore, they’re demanding it happen.” – Jon Brown, VP of Customer Results at Liveops. What does this all mean for the enterprise? In short, opportunity.

Enterprise 48

Enterprise Customer Service Call Center Contact Center 48

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and? Now is the time to double down on self-service.

Customer Service 189

Customer Service Airlines Self service Entertainment 189

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Whether it’s an evolution, transformation or a combination of both, the new direction will benefit companies, employees and their customers.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

CSM Magazine

JULY 2, 2019

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Enterprise 40

Enterprise Customer Service Technology Analytics 40

Ian Jacobs

JUNE 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service.

Chatbots 74

Chatbots Enterprise Self service Customer Service 74

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. AI-augmented customer service promises attractive efficiency gains, and have generated widespread attention. Chat online?

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. By Donna Fluss. Sales Use Cases . Final Thoughts.

Enterprise 72

Enterprise Analytics Sales Marketing 72

TechSee

JANUARY 26, 2021

Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. Are You Delivering Concierge Customer Service?

Customer Service 162

Customer Service Virtual Agent Enterprise Contact Center 162

CSM Magazine

MARCH 27, 2023

The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market. Calabrio’s true-cloud, enterprise-grade WFM solution helps offer the access customers desire and unlocks the potential of the contact centres’ greatest asset—the agent.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

CSM Magazine

DECEMBER 17, 2021

Enterprise search provides the solution to this, rendering business data as easily accessible and searchable as a web search. Many enterprise search solutions therefore make this task simple, by coming with pre-built connectors for hundreds of different data sources and formats. Unify your data sources.

Enterprise 52

Enterprise Finance SaaS Education 52

CSM Magazine

OCTOBER 24, 2023

Have you been waiting for the day you can scale up your customer service operations without hassle? AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently.

Chatbots 52

Chatbots Customer Service Enterprise Customer Support 52

Uniphore

NOVEMBER 2, 2021

By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. In fact, bad customer service impacts customer retention more than good customer service.

Enterprise 40

Enterprise B2B Sales Customer retention 40

Revation Systems

JANUARY 18, 2023

Customers are the bloodline of any business, and savvy businesses are always on top of the newest ways to improve customer relationships. Digital customer service, or DCS, is one of these relatively new trends, and it has gained some popularity among businesses. What is Digital Customer Service (DCS)?

Customer Service 62

Customer Service Enterprise Self service Upselling 62