LiveVox

JANUARY 25, 2023

The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation. The challenge Old infrastructure, […] The post Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Collection Bureau, Inc. appeared first on LiveVox.

Accountability 52

Accountability Management outsourcing 52

Answer Dash

DECEMBER 10, 2018

Through a digital customer experience management system. Digital customer experience management: where to start To build a successful customer experience system, it is important that you first understand how customers interact with your website. How do you help them aptly respond to issues and provide feedback?

Customer Experience 78

Customer Experience Management Feedback Sales 78

Topdown

OCTOBER 13, 2017

We first wrote about what the term “digital first” means in customer communications management (CCM) last year, but we wanted to revisit the idea because the digital customer experience landscape is changing.

Customer Experience 59

Customer Experience Management 59

Knowmax

OCTOBER 5, 2021

Knowledge Management, AI and their role in digital transformation.

Management 52

Management 52

Natalie Petouhof

OCTOBER 12, 2016

Tweet Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. Mastering digital performance management (DPM) is one of the leading challenges of the digital economy. Constellation considers the following criteria for these solutions:  .

Management 55

Management Big data Analytics Engineering 55

ShepHyken

NOVEMBER 21, 2023

Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. ” “Digital dexterity is improving.

Personalization 222

Personalization Self service Chatbots Customer Support 222

iCiDIGITAL

JULY 11, 2018

AEM Assets has moved beyond just an integrated web DAM into a full-blown Digital Asset Management platform and Forrester is paying attention. For Digital Asset Management, Forrester focuses on 3 major findings: ability to scale, cross-channel reuse capability, and over technical flexibility for omnichannel delivery.

Management 40

Management Enterprise Marketing Customer Experience 40

bold360 Blog

MAY 8, 2020

In that context, how do we address the challenges of e-commerce and e-commerce management? Once there’s a complete change in the digital world and we’re not constrained by keeping inventory in a store, we’ll have to use different management tools and metrics. Digital shelf space in the e-commerce world.

Analytics 52

Analytics Management Journey mapping Metrics 52

CCNG

MARCH 12, 2021

Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not prepared.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Now they are in the Digital Acceleration phase to optimize these processes.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Companies find more ways to automate and digitize the experience. The word for 2021 will be empathy.

Chatbots 423

Chatbots Surveys Self service Personalization 423

ShepHyken

JULY 17, 2023

.” “There is an intersectionality between employee experience, customer experience, and digital marketing. Your digital marketing team shows the world what your brand is all about. Employee experience is what’s going to dictate the quality of the customer experience and digital marketing.”

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JULY 31, 2023

While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

Cisco - Contact Center

MARCH 14, 2024

In an era where the digital landscape is evolving at an unprecedented pace, Managed Service Providers (MSPs) are facing the challenge of keeping up with complex networking demands while ensuring… Read more on Cisco Blogs

Management 95

Management Wireless Engineering Enterprise 95

ChaseData

FEBRUARY 19, 2020

These days, though, this visualization is its own approach - and its entirely digital. Digital visualization allows for better interaction with data and a better understanding of the figures being examined. Ready to learn more about how great digital visualization can improve your call center from the inside out?

Call Center 52

Call Center Management Contact Center call center software 52

ShepHyken

JULY 20, 2021

Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. In 2020, only companies that modernized and digitally transformed processes continued to deliver seamless customer experiences. The End-to-End Customer Experience. Improving CX through Customer Workflows.

Chatbots 384

Chatbots Customer Service Customer Experience Management 384

ShepHyken

JANUARY 4, 2022

A lot of companies buy into the “Digital Fallacy” or the belief that digital channels are the only things that matter, and that voice is no longer important. So, how do we separate the digital channel and the digital experience? What does the digital fallacy mean? ” “Get uncomfortable.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives. ROI on Marketing and Digital Specifically The rule of thumb for marketing ROI is typically a 5:1 ratio, with exceptional ROI being considered at around a 10:1 ratio.

Marketing 90

Marketing Advertising B2B Analytics 90

NICE inContact

FEBRUARY 5, 2020

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat!

Management 62

Management Contact Center 62

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. The prime intention of a company should be to create a brilliant path of customer experience throughout the map of touchpoints in its physical or digital presence. . Get recognized .

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

Totango

APRIL 9, 2024

Madelyn shared how Aircall is leveraging digital customer success to garner deeper product insights. Madelyn shared how Aircall is leveraging digital customer success to garner deeper product insights. to really understand the customers that renew.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

SmartKarrot

JANUARY 25, 2024

Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects.

Gamification 10

Gamification Management Scripts Analytics 10

SmartKarrot

JANUARY 25, 2024

Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects.

Gamification 10

Gamification Management Scripts Analytics 10

AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. Complete the following steps: Enable Talkdesk Digital Connect on your Talkdesk instance. This will be stored in Secrets Manager as dev/talkdesk/touchpoint/ids.

Cloud contact 94

Cloud contact Chatbots Contact Center APIs 94

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. Learn more about the Stevie Awards at [link].

Contact Center 105

Contact Center Technology Sales Management 105

Upstream Works

SEPTEMBER 8, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post What Does It Mean to Be Enterprise Ready for Today’s CX? Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Enterprise 155

Enterprise Management 155

Upstream Works

SEPTEMBER 14, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post AI for Cost Savings? Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Management 148

Management 148

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience.

Best practices 148

Best practices B2B Management Customer Experience 148