Outsource Consultants

OCTOBER 4, 2021

This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 84

B2B SaaS Education Brand ambassadors 84

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Sending customer questions to the LLM?

Best practices 109

Best practices Customer centricity Chatbots Education 109

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Best practices 124

Best practices Government Engineering Accountability 124

Real Blue Sky

NOVEMBER 21, 2023

We understand the key to thriving isn’t just about weathering the storm—it’s about learning to dance in the rain. It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations. The Economics of Retention The numbers speak for themselves.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

TeleDirect

DECEMBER 14, 2023

Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. Is it worth the expense, or would your money be better spent elsewhere? To answer this requires, in part, knowing the services your dedicated call center provides. What is our job? times more.

Call Center 62

Call Center Customer retention Technical Support Sales 62

Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. What was once easily handled by a team of five may no longer be manageable anymore. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. Let’s dive in.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. ” Charlie “Tremendous” Jones.

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 101

APIs Technology Banking Customer centricity 101

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences. So how do you improve your customer retention rate?

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 103

Marketing APIs Engineering Analytics 103

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Netomi

MARCH 24, 2023

Customer service (CS) platforms have been adopting conversational AI at incredible rates as consumers expect a higher quality customer experience. We notice that early-generation chatbots have limited functionality that keeps causing significant issues for its customers.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. However, not every visual engagement provider offers the ideal solutions to your needs. However, not every visual engagement provider offers the ideal solutions to your needs. Internal Adoption. End-User Adoption.

APIs 109

APIs Enterprise Technology Self service 109

Global Response

JANUARY 31, 2024

You’ve decided to outsource customer service to a third-party provider. We’ll look at several key regulations that affect call center compliance. We’ll also discuss the hidden costs and challenges of working with an offshore service provider. Now you just have to choose which one—and where.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Balto

AUGUST 30, 2022

Even during difficult times, however, one place you should focus your investment is in your contact center. Rather than being a cost center, the right strategy and tools can transform your contact center into a profit center. At the same time, customer queries tend to increase. Let’s take a deeper look at why.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.

SaaS 98

SaaS Customer centricity Accountability Education 98

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Gamification 98

Gamification Marketing Metrics Sales 98

CSM Magazine

MARCH 3, 2022

Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. In this article, we will show you the top five SaaS tools you should consider using in 2022 for your office. 5 SaaS tools office managers should be using this year.

SaaS 52

SaaS Management Transportation Analytics 52

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

MAY 6, 2020

Good customer service drives higher revenue, happier customers, and lowers churn. Your contact center is a business powerhouse. Download Now: Prove your contact center’s value with the 9 business impacts of a better agent experience. Exec teams give buying power to the departments who can show the most return.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization?

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. It makes perfect sense to optimize renewal to cut costs and increase recurring revenue.

SaaS 52

SaaS Upselling Customer retention Accountability 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Best practices 52

Best practices Call Center Management call center software 52

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

Netomi

JULY 26, 2022

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. The key takeaway? Financial service companies are investing more in CX.

Banking 52

Banking Personalization Customer Experience Analytics 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

B2C 83

B2C B2B Benchmark Best practices 83

Balto

AUGUST 2, 2022

Five years ago, experts predicted that artificial intelligence (AI) would replace up to 30% of the global human workforce by 2030. In fact, the teams who leverage AI seem to grow at a faster rate than teams without AI solutions. We’ll let the data do the talking to debunk that myth once and for all. Get the e-book —.

Contact Center 52

Contact Center First call resolution Healthcare Interactive Voice Response 52

SharpenCX

MAY 27, 2021

trillion in annual losses from bad customer service. And 82% of customers have stopped doing business with a company because of their bad customer experience. . Statistics like these make almost every customer service leader shudder (the good ones, at least). Companies see more than $1.6 What’s more?

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. The Downlow on Loyalty: Reciprocity is Key. Customers now expect reciprocity in the loyalty relationship.

outsourcing 71

outsourcing CRM Accountability Contact Center 71

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? What Is Customer Service Outsourcing? There are three main ways to outsource customer service: offshore , onshore , or nearshore.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

Netomi

JULY 26, 2022

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. The key takeaway? Financial service companies are investing more in CX.

Banking 52

Banking Personalization Analytics Customer Experience 52