COPC

SEPTEMBER 9, 2022

This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. CCMG is the Professional Body for Contact Centres appointed by the South African Qualification Authority (SAQA).? WINTER PARK, Fla., CEO of EMEA.

Best practices 100

Best practices Benchmark Consulting Consulting 100

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.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

CSM Magazine

DECEMBER 7, 2023

Ever wondered how the high-stakes, high-speed world of horse racing manages its customer service game? Every part of a horse race requires customer service. Especially when we talk about high-class events like the Kentucky Derby where attendants expect 5-star service. Well, let me tell you something right from the start.

Customer Service 52

Customer Service Customer Care Personalization Sales 52

CustomerSuccessBox

DECEMBER 31, 2021

Since it’s an evolving industry, some confusion around it is natural. In this blog post, let’s find out how Customer Success is different from the Professional Services function. First, let’s understand what is a professional service? What is a Professional Service in B2B SaaS industry?

B2B 52

B2B SaaS Consulting Consulting 52

CSM Magazine

JANUARY 31, 2024

The insurance industry is shifting and making digital transformations for good to match increasing expectations and the changing landscape of modern technology. The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared.

Customer Service 59

Customer Service Chatbots Self service Personalization 59

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Throughout his impressive career spanning two and a half decades, Tierney has been a prominent figure in the call center industry.

Consulting 67

Consulting Consulting outsourcing Call Center 67

Global Response

OCTOBER 17, 2023

Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Outsourcing provides increased cost-efficiency and flexibility even while providing excellent service. Dealing with emotional concerns.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Back Office Centers

SEPTEMBER 30, 2022

But does outsourcing data mining services matter? Outsourcing data mining services aims to identify patterns so that patterns, trends, and correlations may be understood and used to forecast consumer and industry trends. Businesses can create plans to help them learn more about their customers using data mining services.

outsourcing 40

outsourcing Enterprise Big data Marketing 40

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. Few opportunities for professional development. Customer service team members should feel that they can contribute their ideas without risking reprimand.

Customer Service 52

Customer Service Customer Care Sales Coaching 52

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19. You can download the complete report for free here.

Contact Center 126

Contact Center Coaching Education Analytics 126

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Enterprise 52

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. They know what good service looks like and they expect it. Self-Service. I have found a way.

Self service 201

Self service Banking Technology Customer Service 201

CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. A great customer service-oriented healthcare establishment treats patients as people, some even treat them as close friends. Some people are simply not meant for customer service.

Customer Service 98

Customer Service Healthcare Entertainment Wait times 98

TeleDirect

AUGUST 10, 2022

By outsourcing certain facets of your business to dedicated and skilled professionals, your business will enjoy a more organized and streamlined performance, leading to happier customers, a better work-life balance and an improved reputation across your industry and client base. This has led to exciting new BPO industry trends.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Advertising 62

ChurnZero

JUNE 25, 2021

As a Customer Success professional, I’m constantly asked, “Well, what does that mean? Customer Success professionals use their subject matter expertise to serve and consult their customers.”. THEM : “OK, so like Professional Services?”. Customer Success vs. Professional Services. What do you actually do?”

Accountability 52

Accountability Customer Support Management Consulting 52

JustCall

AUGUST 8, 2023

In the last few years, artificial intelligence (AI) has taken over operations in several industries. In an industry that runs primarily on the manual skill of doctors, nurses, and other healthcare workers, AI technology has integrated seamlessly into crucial procedures to ensure scaling and optimization. Healthcare is not far behind.

Healthcare 52

Healthcare Chatbots Self service Consulting 52

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. This original article was written by Steve DiGioia. Shep Hyken. How to prevent it?

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

TeleDirect

SEPTEMBER 13, 2018

For your company’s answering service, your first chance with clients or potential customers sometimes occurs with a phone call. And if your answering service isn’t up to speed, or goes directly to voicemail, they may never contact you again. Does your business need an answering service? Absolutely. Most likely not. Versatility.

Answering services 54

Answering services outsourcing Business Process Outsourcing Call Center 54

kommunicate

JULY 29, 2022

Last Updated on July 29, 2022 In the healthcare industry, every fraction of time weighs significance. People do not want to engage in waiting lines or sit by the phone looking out for a response from medical professionals.

Healthcare 52

Healthcare Chatbots Customer Service 52

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level.

Government 190

Government Customer Service B2B B2C 190

CSM Magazine

FEBRUARY 18, 2021

This is particularly true in the highly competitive home improvement industry. Here are 7 ways to provide perfect customer service in the home improvement industry. After all, empathy, a key ingredient in customer service delivery comes from within. Amazing customer service starts as soon as people walk through your door.

Customer Service 98

Customer Service Wait times Customer Care Personalization 98

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? In spite of these record hold times, we’ve noticed that rates of abandonment are actually going down for some of our clients, a rarity in the travel industry. The Current State of Self-Serve.

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. Employee engagement is crucial for maintaining a high level of service for any company or brand. You have to compete on service.”

Employee engagement 184

Employee engagement Education Management Customer Service 184

Anexa BPO

APRIL 22, 2023

As with every other industry, the US retail pharmacy sector has been deeply impacted by changing consumer trends. That said, with digital sales within all sectors ramping up, we expect to see an increase in the mail-order and online retail pharmacy industry. Today’s consumer has many buying choices and high expectations.

outsourcing 52

outsourcing Customer centricity Sales Customer Service 52

CSM Magazine

SEPTEMBER 23, 2021

It’s possible to assess how reputable and user-oriented an online casino is by checking whether its client service professional team is accessible, informative, and friendly. Cochran, an online casino expert, explains how online casinos operate and how the poker industry’s customer service works.

Customer Service 52

Customer Service Customer Care Marketing Time management 52

ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. Employee engagement is crucial for maintaining a high level of service for any company or brand. You have to compete on service.”

Employee engagement 167

Employee engagement Education Management Customer Service 167

Fonolo

JULY 17, 2019

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines. TE: Social media.

Technology 80

Technology Customer Service Call Center Self service 80

The Petrova Experience

JULY 20, 2023

If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. The hospitality industry faces real challenges. Hospitality Industry Challenges by the Numbers First, let’s look at the picture we have of the industry.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Steve DiGioia

MARCH 24, 2016

yesterday's service awards won't help your upset customer today! The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. Today’s hospitality industry is not about numbers, at least to the guests, it’s all about how we make you feel , what the experience is like.

Accountability 140

Accountability Personalization Customer Service Customer Experience 140

Liveops

MAY 3, 2019

With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.

Enterprise 85

Enterprise Surveys Consulting Consulting 85

Dialer 360

MAY 1, 2023

The insurance industry is known for providing valuable financial protection to individuals and businesses. However, providing excellent customer service can be a daunting task for insurers, especially with the increasing demand for personalized experiences. However, consider some factors to select a trustworthy service provider.

Contact center software 48

Contact center software Contact Center Wait times First call resolution 48

CSM Magazine

MARCH 11, 2022

Customer care and support is an integral part of any business including the gambling industry. In this article, we will look at how you can gain competitive advantage by improving your service. The importance of customer care in the gambling industry. Customer service is a vital part of any online casino.

Customer Service 52

Customer Service Customer Care Entertainment Education 52

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. What are some strategies for retaining talent in the customer support industry?

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

Anexa BPO

JULY 7, 2022

Until the pandemic, the event industry has long been seen as providing opportunities to re-invigorate economic growth and optimize local assets. COVID-19 had a crippling effect on the industry, effectively shutting it down for more than two years and generating the need to develop new delivery models. Want to learn more?

outsourcing 52

outsourcing Entertainment Technical Support Education 52