SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Learn from the best in the customer service industry. Plus, learn how to get ahead of your customer service industry competitors from contact center professional Sayo Afolayan. Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Agent churn is at a staggering high in the contact center industry.

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Top AI Trends in the Telecom Industry. billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%. Network optimization.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

OctopusTech

JULY 26, 2021

And, if you are planning to choose BPO as a business to offer Customer Support Services, being aware of the current trends in BPO and what’s going on in the industry is priceless. However, knowledge about the most popular industries in BPO is a plus. Octopus Tech is an industry-leading BPO firm. Automation & AI.

outsourcing 62

outsourcing Finance Banking Customer Support 62

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Their ownership of NRR will earn investment internally, and the expectations on them to deliver will go sky-high.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ShepHyken

MARCH 25, 2024

According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. The stakes are high and the opportunities are endless. This article shares ideas that any industry can use from the luxury hotel industry.

Customer Service 196

Customer Service Call Center Chatbots Call center experience 196

Avaya

AUGUST 12, 2016

American high-tech giants—Uber, Amazon, Facebook—are in the midst of this exact scenario. Uber’s entrée into China is a case study worth understanding by all American high tech companies. Being in high-tech, we are used to driving change with invention and innovation. High Tech Success Stories Do Exist.

Automotive 40

Automotive Enterprise Self service Consulting 40

Outsource Consultants

MAY 30, 2024

Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service.

Call Center 67

Call Center outsourcing Government Telecommunications 67

Steve DiGioia

MAY 5, 2022

No trends, no fads, and no high tech – just the basic personalization one would give to someone special in their life. It works in any industry. At the Ritz Carlton, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members. TipsOnThursday.

Customer Service 204

Customer Service Personalization Technology 204

OctopusTech

NOVEMBER 15, 2020

The gaming industry has been escalating since it filed into the mainstream in the 1980s. Octopus Tech provides complete Customer Support Services for e-gaming industries worldwide. The post Customer Support Services for E-gaming and E-sports Industry appeared first on Octopus Tech.

Customer Support 62

Customer Support outsourcing Multi-channel support Multichannel 62

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers. Collaboration and Communication Tools.

Employee engagement 269

Employee engagement Education Analytics Technology 269

ShepHyken

APRIL 28, 2024

To create an actionable plan, you need the right information and a wide-angle look at the industry. 4 Emerging Customer Journey Trends to Test by Applause (Applause) Our modern day tech evolution has enabled new ways for customers to interact with brands — and vice versa. Years ago, the term “Big Data” became popular.

Customer Service 176

Customer Service Advertising B2C Big data 176

Outsource Consultants

MAY 8, 2024

Today, Colombia boasts a thriving outsourcing industry. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth. We take the time to understand your specific requirements – industry, budget, target audience language needs, and more.

outsourcing 67

outsourcing Call Center Education Consulting 67

JustCall

APRIL 5, 2022

Replacing its traditional counterpart, the technology is heavily deployed across industries and sectors today. . In this blog, we’ll explore different VoIP examples and use cases to get a clearer picture of why and how this tech is redefining communication strategies for businesses. . Fixing Communication Gaps Across Industries.

voip 52

voip Real estate Interactive Voice Response Education 52

ShepHyken

AUGUST 21, 2020

We have precedent in most industries and in some of the world’s largest corporations. Now, this old model is showing its age in many industries! He currently works with tech global companies aiming to transform themselves around simplification models, culture and digital transformation, customer and employee experience.

Customer Experience 620

Customer Experience Government Feedback Management 620

OctopusTech

MARCH 7, 2019

The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either. All these factors leave this industry with little choice but to explore new avenues of growth.

Education 59

Education Call Center Caller satisfaction Call flow 59

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. If it’s not applied the right way, the mere existence of a tech tool will not save the day in your contact center.

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Outsource Consultants

MAY 8, 2020

Here are four industry changes you should expect in the coming months. High-density populations and lower cost conditions in countries like India and the Philippines (attractive outsourcing characteristics normally) have exposed the vulnerability of each nation’s infrastructure to contain the current health crisis. . billion people. .

outsourcing 67

outsourcing Call Center Consulting Consulting 67

IdeasUnlimited

MAY 23, 2022

Any IT business will at some point require dedicated tech support. Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support.

B2B 98

B2B Call Center voip Interactive Voice Response 98

24-7 InTouch

MARCH 21, 2024

“Our 360 degree perspective, which includes both creating proprietary technology and leveraging tech partnerships, allows us to bring people, automation and AI together and deliver exceptional customer experience.” With analysts in the U.S., To learn more about us, visit intouchcx.com.

Enterprise 64

Enterprise Technology Marketing Feedback 64

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

NobelBiz

DECEMBER 19, 2023

The industry benchmark for supervisor escalation is 10% or less . Training staff on tech tools enhances efficiency and customer service. Ultimately, technology enhances the customer experience by reducing wait times, providing accurate solutions, and prioritizing high-risk escalations.

Call Center 105

Call Center Management Wait times Contact Center 105

Infinity

FEBRUARY 26, 2019

Technology plays a vital role in the travel industry. Last week, we visited Travel Technology Europe (TTE) for an inside scoop on how technology is affecting the travel industry. What are the key players in the industry prioritising, in terms of tech, and what will they see for the future of the travel industry?

Technology 49

Technology Marketing Chatbots Sales 49

ChurnZero

NOVEMBER 11, 2022

However, CS departments remain underfunded, especially when it comes to their tech stack. Here’s a high-level look at three of the top trends revealed by this year’s study. of Customer Success teams have fewer than 50 team members, and most teams surveyed fall well below industry benchmarks on CS team headcount. However, 76.5%

SaaS 98

SaaS Metrics Best practices Benchmark 98

Global Response

JANUARY 31, 2024

That’s precisely why so many companies are outsourcing tech support. Let’s look into the benefits and challenges of outsourcing remote work tech support to understand it better. Challenges in remote workforce tech support While outsourcing IT services is incredibly beneficial, it also presents a number of challenges.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Hodusoft

MARCH 22, 2024

This quote reinforces a stat released by Deloitte which found out high-quality customer experience (CX) can reduce as much as one-third of the cost of serving customers. The event provides HoduSoft with the opportunity to connect with industry professionals and discuss how their solutions can transform organizations. With booth no.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

TeleDirect

MAY 6, 2024

Most businesses, regardless of industry or company size, find that an outsourced call center helps improve their business. Some industries may have other uses for an outbound call center; for instance, medical practices may use outbound services to contact patients about test results. What Does an Outbound Call Center Do?

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

CSM Magazine

APRIL 30, 2024

Basically, if you want to have a top-tier practice, you need to invest in the right tech. Wearable tech, like fitness trackers and smartwatches, serves as a platform for data collection and encourages individuals to be proactive about their health. This post covered just a few of the high-tech resources currently being used.

Healthcare 52

Healthcare Wait times Chatbots Education 52

CSM Magazine

MARCH 20, 2024

In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions. Our profound industry knowledge, combined with our strategic alliances, positions us at the vanguard of the business process outsourcing sector.”

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

ChurnZero

OCTOBER 8, 2021

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. The pandemic was a test of fortitude.

B2B 98

B2B Healthcare Enterprise Technology 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 92

B2B CRM Enterprise Upselling 92

Global Response

DECEMBER 21, 2023

Your business size, industry, audience demographic, growth trajectory, product and location will all factor into what you need to look for in a provider. Look for a provider who can easily integrate into your existing tech stack. Companies with a high call volume year-round may find better value with a per-agent or per-user rate.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

JivoChat

APRIL 26, 2023

Brazil is emerging as a technology powerhouse, with a vibrant tech ecosystem that’s attracting international attention. The country’s tech industry is booming, and Brazilian developers are becoming increasingly sought after for their exceptional skills and expertise.

outsourcing 75

outsourcing Technology Feedback Management 75

JustCall

SEPTEMBER 18, 2019

Clearly, the education industry is immortal. . The education industry has seen quite a growth ever since its inception. From the ancient gatherings in an open field to high tech modern-day schools with awesome architecture, schools and universities have changed its faces every passing year. Remarkable growth, in fact.

Education 53

Education Real estate Government Wait times 53

JustCall

JANUARY 29, 2024

The benefit is clear: you significantly improve your speed-to-lead and your chances of converting high-priority leads. This means great compatibility with your existing tech stack. This means you don’t have to wait for all leads to come in before you start calling — your reps can call leads as soon as they’ve filled out the form.

Sales 52

Sales APIs Analytics Abandon rate 52

OctopusTech

MAY 23, 2018

However, achieving something like this is not at all easy, not since the booming current trend of ordering online food (with the help of various online order portals) that had transformed the hospitality industry into a digital entity. 3 )Meeting high expectations of customer service. 2 )Increased food expenses.

Call Center 67

Call Center outsourcing Feedback Management 67

AWS Machine Learning

MAY 30, 2024

Popular use cases Advertising tech companies own video content like ad creatives. Educational tech companies manage large inventories of training videos. The web UI displays three videos with frames that have a high similarity score when compared with the provided AWS logo image.

Advertising 111

Advertising APIs Education Analytics 111