ShepHyken

OCTOBER 27, 2023

This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment.

Customer Experience 144

Customer Experience Feedback Customer centricity CRM 144

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 162

Customer Service Customer retention Morale Advertising 162

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 104

Enterprise Best practices Marketing Sales 104

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. Chatbots are typically rule-based systems that follow predefined scripts to interact with customers.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Outsource Consultants

MAY 8, 2024

With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth.

outsourcing 67

outsourcing Call Center Education Consulting 67

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >>

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. Let’s dive in. Let’s dive in.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Global Response

DECEMBER 21, 2023

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. What is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Quality Contact Solutions

AUGUST 3, 2022

Earlier this year, QCS joined forces with AnswerNet , a powerhouse telephone answering services provider – the biggest and best on offer in the U.S. Flying under the wing of the AnswerNet mothership allows us to expand our outsourced services and go above and beyond our former abilities. You can reach Megan at? and Canada.

outsourcing 98

outsourcing Telemarketing B2C Healthcare 98

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Personalization 74

Personalization Finance Feedback Scripts 74

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. What are the types of customer feedback?

Feedback 83

Feedback Surveys voip Enterprise 83

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This article will discuss a good NPS score in 2023 and how you can measure your NPS.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences.

Customer retention 83

Customer retention Enterprise Marketing Surveys 83

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. They want personalized services from companies that know them and understand their needs. When they call, we know their history, name, pain points and how we can best serve them.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. Some very smart business people out there agree! need a customer journey map?

Journey mapping 52

Journey mapping Customer centricity Customer Experience Surveys 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. Today, we’re getting tactical.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

TeleDirect

DECEMBER 14, 2023

Do you know how many leads you are losing and how much every lost lead is costing your company? As your company grows, this question should be first and foremost in your mind. This information isn’t meant to leave you disheartened; it’s meant to steer you toward your potential.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

ProProfs Blog

DECEMBER 23, 2020

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better.

Marketing 131

Marketing Accountability Feedback Customer Support 131

JustCall

NOVEMBER 22, 2023

It’s a clear reflection of why businesses have started making sure that their customer service agents are performing at their best. And this isn’t just about being nice on the customer calls. It’s also about how they handle the tech tools that power their work. These include.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. They’re also full of insights and knowledge that can help take your business and your products to the next level. But how do you tap into this well of information, and how can you use it to your benefit?

SaaS 98

SaaS Feedback Advertising Customer centricity 98

JivoChat

JULY 19, 2023

Businesses, sports teams, educational institutes, and organizations leverage data to enhance results. While there are different types of data that you, as a business, can dive into, primarily, it helps make meaningful decisions. It helps create relevant, engaging, personalized content that drives customer advocacy.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

JivoChat

AUGUST 7, 2023

For small to big companies, counting on effective software such as Brevo, which provides solutions for multiple needs in sales and marketing can make a huge difference in productivity. It’s fundamental to offer the right assets for your team, so they can give their best, which leads to more success.

APIs 75

APIs Sales Analytics CRM 75

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 124

Chief Customer Officer Customer centricity Education Best practices 124

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand.

Management 98

Management Analytics Feedback Surveys 98

Select VoiceCom Blog

MAY 10, 2023

In recent years, outsourcing has become a business strategy for scaling operations while managing expenses. According to a Deloitte study, 52% of executives outsource business functions. COVID-19 accelerated the shift of ecommerce businesses in Australia from offline to online sales, with an estimated market value of A$91.5

outsourcing 52

outsourcing Advertising Enterprise Marketing 52

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion by 2027.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Call Experts

FEBRUARY 3, 2022

Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. .

Answering services 98

Answering services outsourcing Real estate Accountability 98

TeleDirect

NOVEMBER 9, 2022

Your customer relations department and public relations teams are entirely different operations. In order to succeed in your public relations goals, your business needs to be on top of its customer service and satisfaction game. Stick to Your Branding. However, they intersect in crucial ways.

Customer Service 62

Customer Service outsourcing Business Process Outsourcing Customer retention 62

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Customer Loyalty Statistics 2020 You Shouldn’t Miss. Customer Loyalty B2B Statistics.

Customer retention 164

Customer retention Sales B2B Marketing 164

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83