bold360 Blog

MARCH 16, 2020

As we are seeing in Italy and now Spain, it is causing entire countries to lockdown and dramatically upend daily life. Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

ChurnZero

JANUARY 4, 2019

We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. They say it takes 21 days to ‘form’ a habit and 90 days to make it a permanent lifestyle change. I would argue that 90 days isn’t long enough.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

AWS Machine Learning

APRIL 6, 2023

In this post, we demonstrate how NXP, an industry leader in the semiconductor sector, collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use ML techniques to optimize the allocation of the NXP research and development (R&D) budget to maximize their long-term return on investment (ROI).

Sales 78

Sales Metrics APIs Marketing 78

SmartAction

OCTOBER 30, 2018

In other words, these chatbots are launched, then placed on the backburner as resources are dedicated to other places within the business. In other words, these chatbots are launched, then placed on the backburner as resources are dedicated to other places within the business.

Chatbots 40

Chatbots Call Center Interactive Voice Response Virtual Agent 40

ChurnZero

JANUARY 4, 2019

We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Scalability: This architecture needed to immediately scale to thousands of calls per day and millions of calls per year.

Analytics 110

Analytics Interactive Voice Response Average Handle Time Contact Center 110

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd.

Technology 52

Technology Self service Contact Center Analytics 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

AWS Machine Learning

MARCH 15, 2024

This is a guest blog post written by Nitin Kumar, a Lead Data Scientist at T and T Consulting Services, Inc. In this post, we discuss the value and potential impact of federated learning in the healthcare field. It is the number five cause of death according to the American Stroke Association and a leading cause of disability in the US.

Healthcare 98

Healthcare Government Best practices Engineering 98

SmartKarrot

JANUARY 5, 2022

This annual list has been compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership, and similar guiding criteria. He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. Lincoln Murphy.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. It’s never been more important to understand your customers and what they value. In the past, customer service centers were viewed as cost centers or expenses.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Comm100

AUGUST 23, 2018

The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense. The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. Sophie AI is designed to deliver human-like experiences that bring exceptional CX at a fraction of the cost. Bringing unlimited scale to service teams.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. Did you miss this Customer Experience Update Webinar from the end of November? No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Russel Lolacher

MARCH 13, 2023

Where to start in reinventing our leadership “We’re starting to see now finally, that organizations and leaders that are prioritizing anything other than the welfare and the thriving I would say of their people, are experiencing turbulence and will eventually tumble into the chasm of time. is the answer to a chaotic world.

Government 98

Government Management Employee engagement Personalization 98

Fonolo

NOVEMBER 10, 2020

” — Tony Johnson , CX Leader, Author, Speaker Founder at Ignite Your Service. “When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. “Organizations that had planned on years of eventual transformation were able to dedicate resources to do so in weeks.

Contact Center 135

Contact Center Consulting Consulting call center association 135

JustCall

MARCH 14, 2023

Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. In workplaces where interpersonal communication forms the bulk of the workload, employee productivity can have a major impact on both the short and long-term success of the business.

Gamification 52

Gamification Call Center Morale Contact Center 52

Netomi

AUGUST 31, 2022

What are the most important customer service KPI metrics for teams? Customer service teams have their work cut out for them: the need to optimize margins and cut costs, all while providing a higher level of care that meets the modern customers’ expectations for immediate, personal and effortless support.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

AWS Machine Learning

APRIL 19, 2023

Instead of building and maintaining these infrastructure capabilities, you get a fully managed service that scales as your data grows, enables sharing features across teams, and lets your data scientists focus on building great ML models aimed at game-changing business use cases.

Engineering 77

Engineering Analytics APIs Enterprise 77

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Connect and learn more about Stacy on her platforms: Twitter. Current trends we may or may not be aware of.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

aircall

APRIL 22, 2022

The right small business phone system makes life at work better and easier for everyone in the company. And in terms of configurations and features, there’s more choice than ever when it comes to selecting a small business phone system. What Is a Small Business Phone System?

voip 62

voip Interactive Voice Response Call Center Sales 62

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

LiveChat

FEBRUARY 15, 2019

Indeed, cumulative data from over a decade shows that companies that are customer experience leaders outperform those that are CX laggards by a whopping 3X! Offer ongoing training to your customer service teams to ensure that they are up to date with every product and service you offer. Dishing out indifferent customer service.

Customer Service 34

Customer Service Chatbots Customer Care Airlines 34

Pointillist

JULY 25, 2018

In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data. By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect.

Analytics 43

Analytics Metrics Government Journey mapping 43

AWS Machine Learning

FEBRUARY 7, 2023

Moreover, Studio Lab free accounts include a minimum of 15 GB of persistent storage , enabling you to continuously maintain and expend your projects across multiple sessions and allowing you to instantly pick up where your left off and even share your ongoing work and work environments with others.

Healthcare 76

Healthcare Accountability Engineering Government 76

CX Global Media

JULY 10, 2019

Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning system. CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Analytics 120

AWS Machine Learning

OCTOBER 26, 2022

That’s why we introduced Amazon SageMaker, our flagship ML managed service that enables developers, data scientists, and business analysts to quickly and easily prepare data, and build, train, and deploy high-quality ML models at scale. The dawn of a new era in machine learning.

Engineering 97

Engineering Construction Real estate Healthcare 97

CSM Magazine

JUNE 3, 2021

We learned how the secret to success lies in promoting a Connected Enterprise ethos that enables everyone, regardless of department, function or job role, to work together on cultivating better customer relationships. We then discovered how everyone gains, from employees to customers. Connectedness is a state of mind.

Enterprise 52

Enterprise Gamification Multichannel Analytics 52

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one. Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

CRM 41

CRM Enterprise SaaS Marketing 41