Thu.Feb 20, 2020

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.

7 Steps to Unbeatable Customer Service Management

HelpCrunch

Check these 7 elements of topnotch customer service management to make sure you're nailing it. The post 7 Steps to Unbeatable Customer Service Management appeared first on HelpCrunch blog. Customer service

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5 Main Tactics to Improve Contact Center Service Level (Part 2)

Injixo

In the first part of this article, we touched upon why call center service level is an important KPI for your business. We also discussed the two proven ways that help CC professionals like you to improve service level in your contact center. Operations Management

Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

More Trending

A Better and More Collaborative Guru

Guru

product updates

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The role of AI in content moderation

TELUS International

Customer Service Channels

Time is of the Essence: Keep customers waiting at your peril

Fonolo

Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it.

Why Customer Service Requires Consistent, Reliable Results

TeleDirect

What’s the ONE major factor that ultimately determines your customer service capability? According to some business owners, it’s all about speed. A rapid, responsive customer service communication platform lets clients know their issues are taken care of. Speed is important, no doubt about it.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Moving VOC to the center of the enterprise once and for all

Tethr

The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders.

The power of 3 new outbound dialing enhancements

Talkdesk

Anything to improve efficiency so call center managers can achieve more with less is good news. Customers expect more proactive, personalized communication. They expect nothing less than the great customer experience they deserve.

Join us at HIMSS 2020

Nuance

It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Start Your Online Consulting Business With Only 500 Calling Minutes

VirtualPBX

You can make headway today in starting your own consulting business on the side. All you need is 500 nationwide calling minutes from VirtualPBX. 500 minutes is how much you receive when you sign up for the VirtualPBX 500 Unlimited User Plan.

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about.

3 Essential Ingredients to Digitally Transform Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

Engage Work-At-Home Staff With These 5 Best-Kept Secrets

PlayVox

Studies show that the work-at-home call center population is seeing a 25% annual growth.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction

NICE inContact

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

Checklist for Digital Transformation

Interactions

First off, let’s start by establishing that digital transformation for customer experience is truly a transformation. It’s not as simple as adding an additional channel such as a chatbot, but more about elevating the entire customer experience.

5 Main Tactics to Improve Contact Center Service Level (Part 2)

Injixo

In the first part of this article, we touched upon why call center service level is an important KPI for your business. We also discussed the two proven ways that help CC professionals like you to improve service level in your contact center. Operations Management

Join us at HIMSS 2020

Nuance

It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Three missed call benchmarks for online universities: Are you missing out?

Infinity

For a prospective student, calling up a potential university is a big step. It usually comes after deep chats about life goals, a long period of research, and a lot of personal reflection. Maybe they want to apply, maybe they have questions, maybe they want reassurance.

Building a Proactive Data-Driven Customer Success Engagement

CSM Practice

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base.

How to Do Customer Service the Right Way: Say Goodbye to Automated Messages

A Better Answer

Have you ever called your bank or cable TV provider only to be greeted by an automated message? As you listen to the options, annoyance mounts because your purpose for calling doesn’t seem to match any of the prompts or you just have a quick question and can’t seem to get to a human being

Prescriptive analytics: The way forward for Big Data

Hero Digital

A few years ago (six to be precise), Amazon patented something called “anticipatory shipping.” The idea was to move products in the direction of specific consumers, based on a specific set of business rules, even before the consumers purchased them.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Review: Most Read BPO Blogs

Working Solutions

Welcome to Working Solutions Monthly News Update Today’s savvy consumers demand great customer experiences so it pays to stay current on relevant news and trends.

4 Times When Marketing Really Nailed It: How Experiential Marketing Wins Big for Brands

CSM Magazine

The parameters of what constitutes a great marketing campaign have changed enormously over the decades, once upon a time it was sales figures alone that caused a stir amongst the internal management teams.

Can a Chat Bot Replace Your IVR System?

ChaseData

For a long time, now, contact centers have relied heavily on the interactive voice response system - also known as IVR - to direct consumer traffic and create self-service options. It makes sense; a good IVR system can lower labor costs, improve efficiency, and enhance customer experience.

What Is: Telephone Echo

Spearline

Telephone Echo. What is Telephone Echo? What causes Telephone Echo? What is Echo Cancellation? What is Telephone Echo? Echo is a headache and frustration that often invades telephone communications. Echo is the phenomenon wherein speakers hear their own voice echoed back after a brief delay.

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