ShepHyken

JUNE 15, 2021

He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.

Multichannel 385

Multichannel Contact Center Customer Service Technology 385

AWS Machine Learning

MARCH 22, 2024

This app helps content producers reduce their lead time to publishing content while enhancing the quality and consistency of the content produced. To help prevent surprises in your AWS bill, we have published another CloudFormation template that deploys a budgeting application into your AWS account.

Engineering 88

Engineering Consulting Consulting Enterprise 88

FluentStream

DECEMBER 15, 2022

Originally published by Spiceworks The shift to hybrid and remote work environments driven by the COVID-19 pandemic accelerated the adoption of unified communications-as-a-service (UCaaS). So what’s next for this hypergrowth industry? Cass Gilmore, FluentStream CEO, shares his thoughts on trends.

98

98

ShepHyken

JANUARY 21, 2020

Top Takeaways: The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable component. Service and experience are two different but related things.

Personalization 347

Personalization Marketing Customer Service Customer Experience 347

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. But we’re leaving out a significant aspect of service and something very valuable for a customer in need. million.

Customer Service 346

Customer Service Education Accountability Management 346

ShepHyken

AUGUST 4, 2023

E-commerce cybersecurity E-commerce sales have been steadily increasing for several years, with recently published data suggesting almost 21% of all retail purchases are expected to take place online during 2023.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Joe Rawlinson

APRIL 3, 2023

Including plenty of industry-relevant keywords in your content will increase your ranking on search engine results pages (SERPs). Publish regular content Consistency is key when it comes to content creation. Publish regular content Consistency is key when it comes to content creation.

Engineering 78

Engineering Education Customer retention Metrics 78

AWS Machine Learning

OCTOBER 5, 2023

Large language models (LLMs) have captured the imagination and attention of developers, scientists, technologists, entrepreneurs, and executives across several industries. Karthick has a PhD in Industrial and Systems Engineering with a minor in Operations Research from North Carolina State University. Youngsuk Park is a Sr.

Scripts 98

Scripts Big data Engineering SaaS 98

ShepHyken

MARCH 16, 2021

Dr. Baum is the also author of The Business Basics to Building and Managing a Healthcare Practice which was published in 2019. What can other service industries learn from the healthcare industry? How do you create customer loyalty? How can you reduce friction for your customers? How can you enhance the customer experience?

Healthcare 208

Healthcare Wait times Education Customer Service 208

ShepHyken

JULY 29, 2019

RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. I have added my comment about each article and would like to hear what you think too. by Knowledge@Wharton.

Customer Service 300

Customer Service Enterprise Analytics Customer Experience 300

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Nicereply

MARCH 14, 2023

Made to Stick: Why Some Ideas Survive, and Others Die By Chip Heath and Dan Heath Published: 2007 Length: 291 pages Why do urban legends, conspiracy theories, and bogus news stories circulate effortlessly while important ideas ―ideas from scientists, teachers, or journalists― often go unnoticed? Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

ShepHyken

JANUARY 28, 2024

The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. The CXI evaluated those commercial organizations in four key capabilities including CX vision and strategy, customer engagement, goals and measurement, and defined processes.

Customer Service 168

Customer Service Consulting Consulting Customer Experience 168

CSM Magazine

MAY 5, 2023

In today’s professional landscape, strong writing skills are highly valued and essential in almost every industry. Therefore, aspiring writers must pursue a degree in writing to take their skills to the next level, gain industry-specific knowledge, and build their careers.

Advertising 52

Advertising Entertainment Education Marketing 52

Cyara

JUNE 27, 2022

This article was originally published on Botium’s blog on April 21, 2022, prior to Cyara’s acquisition of Botium. The ultimate question that moves the chatbot industry, without having a clear answer. Learn more about Cyara + Botium. What makes a great chatbot?".

Chatbots 67

Chatbots 67

Eptica

SEPTEMBER 10, 2021

Published on: September 10, 2021. In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush. Read the full article here on our parent company Enghouse Interactive’s site.

Marketing 104

Marketing Management Customer Service 104

JivoChat

MARCH 2, 2022

Setupad uses header bidding technology that allows connecting publishers’ ad space with more than one demand partner, thus increasing the competition between them. Did you know that 69% of top 10K US publishers were using header bidding in Q4 2021? Will video ads work great for all publishers? Source: Kevel.

Advertising 75

Advertising Marketing Technology 75

Eptica

SEPTEMBER 16, 2020

Published on: September 16, 2020. Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Edify

DECEMBER 9, 2021

To showcase excellence in customer experience (CX) at Edify, we were delighted to be joined by Dan Gingiss , industry guru, speaker, and author of his just-published book The Experience Maker. A workshop with speaker and author Dan Gingiss.

Customer Experience 85

Customer Experience 85

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. Figure: HoduCC is a FrontRunner in the report published by Software Advice, a Gartner company. Fintech Industry leader.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Cyara

JUNE 27, 2022

This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. With Botium , we are currently defining the industry standard for testing chatbots. Learn more about Cyara + Botium.

Chatbots 67

Chatbots Engineering industry standards Customer Support 67

Outsource Consultants

FEBRUARY 26, 2024

which is why Corey Kotlarz, Founder and President , and Dave LaBatt, Executive BPO Matchmaker , were excited to share their nearly 60 years of collective CX and outsourcing expertise in a recent article published by CXMToday. And there’s no shortage of experts at Outsource Consultants.,

Call Center 67

Call Center outsourcing Customer Service Consulting 67

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ).

industry standards 109

industry standards Engineering Enterprise Government 109

Eptica

OCTOBER 2, 2020

Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Micah Solomon

OCTOBER 11, 2018

[Originally published in Forbes.com. Find models outside your industry–and take the lessons they have to offer to heart. If you’re in a service industry, look to the defect-reduction experts in manufacturing. Here are three ways to reach Micah: email, chat, web).

Customer Experience 256

Customer Experience Customer Service Consulting Consulting 256

Eptica

OCTOBER 22, 2021

Published on: October 22, 2021. So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Jon Arnold

NOVEMBER 3, 2022

I usually publish these on the first Tuesday of the month, but with all the travel happening now, things had to slide for one day, but they’re running now. As the thumb below shows, Chris and I did a roundup of the various industry events running the past few weeks.

Contact Center 88

Contact Center 88

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. The title of this week’s post might surprise you.

Customer centricity 107

Customer centricity Marketing Consulting Consulting 107

AWS Machine Learning

APRIL 5, 2023

Digital publishers are continuously looking for ways to streamline and automate their media workflows in order to generate and publish new content as rapidly as they can. Many publishers have a large library of stock images that they use for their articles.

APIs 77

APIs Entertainment Personalization Accountability 77

CSM Magazine

JUNE 1, 2023

An international team of researchers studied data collected from employees in teams across China’s hotel industry – discovering that ‘more-traditional’ staff members responded less well to humour from their leaders.

Management 52

Management Finance Customer Service 52

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

JivoChat

JUNE 21, 2023

News and industry insights may be shared more effectively on other sites like Twitter and LinkedIn because they are more text-focused. LinkedIn: Useful for building professional connections and sharing industry insights. Deliberate on the kind of content you want to develop next. Twitter: Good for sharing news and updates in real time.

Analytics 75

Analytics Accountability Personalization Metrics 75

Quality Contact Solutions

JULY 31, 2020

Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Regardless of the business’s industry or size, telemarketing services frees up time for internal resources to focus on the most critical company goals. QCS does more than $10 million in publishing sales every year.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. 5 Most Favorite Blog Posts Published in 2021. We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

C3Centricity

JULY 27, 2021

Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. These projects were across a wide variety of industries. Other industry research states reasons why accounts churn. Very little has been written on keeping and serving existing customers.

B2C 71

B2C B2B Accountability Sales 71

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

JivoChat

NOVEMBER 27, 2022

Regardless of the industry sector you are in, it’s possible to explore several different types of posts to promote your brand and engage with your customers. Then, enjoy the content produced by your followers and publish them on your Instagram feed. . Publish Tutorials. Publish Inspirational Quotes.

Education 75

Education Sales Personalization Marketing 75