ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms. New York Times ?bestselling

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

NOVEMBER 23, 2021

Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. ” About: Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He led the Digital Transformation of UPS Capital US Domestic Go-to-Market. What the Holidays Mean for SMB’s.

Advertising 317

Advertising Marketing Surveys Sales 317

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 362

B2B Journey mapping B2C Telecommunications 362

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. More Flexible Service Solutions. Omnichannel support is expected and appreciated. Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Many companies were unprepared to make the shift to e-commerce, self-service and other digital channels.

B2C 307

B2C B2B Self service Sales 307

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And in today’s digital age, customer service is now more important than ever before. The customer journey is essential to any company’s success.

Sales 307

Sales CRM Contact Center Customer retention 307

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Marketing must tell that story to the customer support team so everybody in the company can embody that story. The frontline customer service and sales reps dealing directly with your customers are part of your marketing department.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

ShepHyken

SEPTEMBER 20, 2022

Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience. Make your customer support agents (more) knowledgeable. Turn customer support agents into customer service executives who own the experience. Empower your agents.

Scripts 167

Scripts Consulting Consulting Surveys 167

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

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Why Your Customer Service Needs Online Training .

Customer Service 179

Customer Service Customer Support Marketing Metrics 179

ShepHyken

DECEMBER 11, 2020

This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, Brands can deliver high-quality experiences and cutting edge service regardless of channel.

Customer Care 352

Customer Care Self service Chatbots Surveys 352

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. One aspect that has remained constant throughout these changes is the influence of digital. Knowing what is happening within the wider market is essential.

Brand ambassadors 196

Brand ambassadors Chatbots Self service Contact Center 196

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

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

TechSee

MARCH 21, 2024

Fiber Customer Installation has Many Tied up in Knots  In today’s digital-first world, the demand for high-speed internet is more critical than ever. However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges.

Self service 124

Self service APIs Upselling Contact Center 124

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. Current trends in customer support show that 79% of customer case submission is happening via digital channels.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Stay Ahead With Market Research Regular market research is vital.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

Concentrix

MARCH 29, 2023

Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, (..)

Marketing 121

Marketing 121

CSM Magazine

APRIL 4, 2024

Affiliate marketing has emerged as a cornerstone of modern digital commerce, offering businesses a cost-effective and performance-driven approach to customer acquisition and revenue generation. At the heart of customer affiliate marketing lies the symbiotic relationship between brands and affiliates.

Marketing 52

Marketing Education Consulting Consulting 52

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

24-7 InTouch

FEBRUARY 13, 2024

This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operational best practices from both companies. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Totango

NOVEMBER 27, 2023

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. Scaling with digital: Human-plus not humans-less “Scaled CS isn’t all or nothing,” Dishman said.

Enterprise 103

Enterprise Best practices Marketing Sales 103

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

NobelBiz

JANUARY 9, 2024

The Primary Rate Interface (PRI) is a fascinating blend of traditional telephony and digital technology. At its core, PRI employs a T1 or E1 line, which are types of digital transmission systems commonly used in telecommunications. All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Telecommunications 103

Telecommunications voip Contact Center contact center solutions 103

CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. Want to know more about HubSpot partner support? It’s a great way to get ahead of your competition. Let’s dive in.

CRM 52

CRM Sales Best practices Marketing 52

24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

Enterprise 64

Enterprise Technology Marketing Feedback 64

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. This is the second post of a two-part series.

Cloud contact 90

Cloud contact Chatbots Contact Center APIs 90

Momentum Telecom

NOVEMBER 21, 2023

By joining forces with G12, we are poised to deliver premier voice-enabled collaboration solutions that empower organizations and the modern workforce to thrive in an increasingly digital and collaborative world,” said Todd Zittrouer, CEO of Momentum. “This strategic acquisition marks a significant milestone for Momentum.

Technology 111

Technology Management Marketing 111

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical. It’s a whole new ballgame.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. Firstly, the majority of consumers now want to connect with brands digitally. Telephone support simply can’t meet these expectations.

Upselling 80

Upselling Chatbots Customer retention Analytics 80