TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. Open your eyes to Visual Assistance . Yes, they cost a lot. Succeed with Self-service.

Innovation 207

Innovation 2025 Transportation Consumers 207

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. However, migrating to Genesys Cloud requires careful planning and execution to ensure that there are minimal disruptions to your business operations. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? We recently had a guest on the podcast who has a solution for situations like these. We needed a better way to communicate.

Contact Center 88

Contact Center Customer Experience Net Promoter Score Communication 88

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Magellan Solutions

AUGUST 23, 2023

It enables advertisers to assess customer feedback. With Simplified, marketers can do the following while maintaining consistency: Create blog posts Social media captions Product descriptions 2. Peppertype Peppertype is an AI-powered solution designed specifically for social media marketing.

Marketing 98

Marketing Social Media Advertising ROI 98

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report. Here’s how!

Call Center 87

Call Center Contact Center Average Handle Time E-support 87

Kustomer

OCTOBER 28, 2022

In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. So how does a true omnichannel approach help turn your CX organization from a cost center into a profit center?

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

ShepHyken

DECEMBER 13, 2019

It is easy for CX professionals to be overwhelmed when they seek support from CX solutions as they often find themselves surrounded by countless vendors offering “better, smarter and faster” solutions. Know your limits. The stance your business takes on CX will determine how you approach vendor selection. Vendor location.

Blog 101

Blog Demo Competitive Advantage Insurance 101

VDS

JANUARY 10, 2024

Contact Center as a Service (CCaaS) has revolutionized business-customer communication by offering cloud-based solutions. The post Understanding CCaaS Pricing: Choosing the Best Model for Your Business appeared first on VDS. Customer service volume, including peak hours and seasonality.

Contact Center 52

Contact Center Interaction Communication Customer Service 52

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

SaleMove

MARCH 12, 2021

How to Avoid the Severe Fate of Complacency – and Continuously Improve your Customer Experience. According to research from renowned professor Vijay Govindarajan of Dartmouth’s Tuck School of Business, many companies are very reluctant to adopt newer solutions after making a significant investment in tech systems or equipment.

Contact Center 97

Contact Center Customer Care Innovation Technology 97

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

VDS

OCTOBER 2, 2023

Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. Consider how the platform’s features align with your business goals and emphasize agent engagement and customer experience when making a decision.

Contact Center 52

Contact Center Customer Journey Technology Interaction 52

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? In this article, we will dive into the ways service centers can be contacted, their drawbacks, and the alternatives that can be used. Existing ways of contacting remote customer support 1.1. Read now 1.3.

B2B 52

B2B E-support 2023 2021 52

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. More Blogs Menu.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. An effective remote training mechanism with regular assessments and scoring helps to reduce the learning curve. The QA form should mention areas of improvement along with an assessment within the platform to ensure process health.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Kustomer

JUNE 27, 2022

Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Let’s explore the path to optimizing your brand with our 12 best software tools for 2022.

2022 98

2022 Customer Service E Commerce E-support 98

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. Ensure seamless integration with your existing tools.

B2B 52

B2B Feedback NPS Demo 52

Magellan Solutions

AUGUST 17, 2023

Content creators look for advanced and practical solutions to streamline their editing workflows. Benefits of AI in Video Generation and Editing Improved Accuracy and Efficiency AI editing tools can assess video content with advanced capabilities, allowing precise editing. It ensures that the result is in line with your vision.

Social Media 98

Social Media E-support Entertainment Call Center 98

NICE inContact

JULY 2, 2019

It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. 1) Know your needs and what’s out there. Here are a few things to consider: a) Define your current and future digital customer service needs.

Customer Service 60

Customer Service Contact Center Omnichannel Call Center 60

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. How to Innovate Your CX In 3 Steps Using Advanced AI and Low Code Automation. Overall, only 12.1%

Innovation 98

Innovation Contact Center Average Handle Time NPS 98

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As your organization reimagines its outsourcing contracts, it’s crucial to support remote WFH models, chat transactions and leverage competitive sourcing processes. WFH Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

SaleMove

MARCH 12, 2021

How to Avoid the Severe Fate of Complacency – and Continuously Improve your Customer Experience. According to research from renowned professor Vijay Govindarajan of Dartmouth’s Tuck School of Business, many companies are very reluctant to adopt newer solutions after making a significant investment in tech systems or equipment.

Contact Center 52

Contact Center Customer Care Innovation Technology 52

8x8

OCTOBER 17, 2018

Take a moment for a quick assessment: Is your phone service in the cloud? Is your meetings/ video conferencing app in the cloud? Is your team messaging app in the cloud? Is your contact center phone service in the cloud? see how your company compares here ). A quick aside.

Communication 73

Communication Contact Center Roadmap Demo 73

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 48

Contact Center Management Measurement NPS 48

GetFeedback

JANUARY 6, 2020

Clearly, personas require a lot of research into who your customers are and how they behave. Take a look at this chart from Forrester Research you’ll see a number of different roles represented in the purchase of a technology solution. . BT specialists: implement solutions. That’s your first project. Don’t know?

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. Coach your service team strategically.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Call Experts

SEPTEMBER 22, 2023

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls.

Travel 59

Travel Call Center Communication Poor Customer Service 59

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Proof in action. Download the full Forrester Wave report here.

Demo 54

Demo Contact Center 2018 Download 54

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” You need a strategy in place based off your customer journey. That's what your customer expects #CX #CustServ Click To Tweet. Assess Your Customer Journey to Implement Solutions.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114