BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. It’s an evolution that has landed the contact center in a role as a major driver of business growth, especially in the realm of SaaS. That’s their business after all. Ill-defined KPIs.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short.

Interaction 118

Interaction Contact Center Connections Leadership 118

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. NeuraFlash and TechSee together can tailor these solutions based on a brand’s business objectives. BOSTON , Sept.

Engagement 109

Engagement Contact Center Retail 2022 109

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.

Contact Center 147

Contact Center 2024 Customer Service Representative Healthcare 147

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

FEBRUARY 6, 2024

Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers. From establishing trust to identifying specific challenges, maintaining a personal connection with customers is essential for achieving success.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Our technology offers tremendous business value.

E Commerce 52

E Commerce Connections 2011 E-support 52

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Retently

MARCH 5, 2024

This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image. Acknowledging a customer’s effort to share their thoughts or experiences validates their input and strengthens their connection to your brand.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

TechSee

OCTOBER 9, 2018

connected devices and use 3.3 The Millennial opportunity for businesses. Millennials and their unique preferences – supported by extensive research – are driving a change in the business environment in general and customer service, in particular. Create a cohesive community where Millennials can connect and assist each other.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Magellan Solutions

JANUARY 24, 2024

Attention business owners: Are you looking to ensure your company is consistently accessible to your clients? Enhancing customer satisfaction and engagement keeps your business connected at all times. Enhancing customer satisfaction and engagement keeps your business connected at all times.

Customer Service 52

Customer Service Customer Satisfaction Connections Interaction 52

SAP Customer Experience

OCTOBER 17, 2023

Customer Experience (CX) and CRM technologies from SAP are intelligent customer experience solutions from SAP help you connect customer data, improve loyalty, and grow your business – powered by 50 years of industry expertise.

Customer Engagement 81

Customer Engagement Customer Experience 2023 Engagement 81

Cyara

FEBRUARY 22, 2024

These things reflect badly on a business, frustrate agents trying to do their jobs, and chase customers away. Carrier and network changes, Internet connections, hardware and software updates (or lack thereof), bandwidth issues… these and a whole host of other elements play pivotal roles in how your agents can service customers.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). Understanding the Landscape of B2B vs. B2C Marketing At the heart of all effective marketing strategies lies the principle of satisfaction and connection. B2B decisions are driven by logic and ROI.

B2C 90

B2C B2B Marketing Return on Investment 90

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. me All they expect in return is empathy and a quick solution. And that’s the difference between ‘barely listening’ and ‘listening to connect.’ The purpose of one is just to rub off the query quickly and not take responsibility.

Poor Customer Service 62

Poor Customer Service Customer Retention Customer Service Representative Connections 62

CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. Along with being a chance for people to source new business solutions, It will be notable as a networking opportunity for thousands of professionals.

Contact Center 52

Contact Center 2024 Seminar Insights 52

ShepHyken

MAY 30, 2023

Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. Connect with Shep on LinkedIn.

Workshop 152

Workshop Customer Service Training Customer Service Customer Experience 152

Integrity Solutions

DECEMBER 11, 2023

At Integrity Solutions we define prospecting as the process of proactively identifying and contacting potential customers whose problems you can help solve. Even though the call is “cold,” that doesn’t mean you should be going into it cold , with no information on the prospect and their business.

Sales 98

Sales Connections Reference Social Media 98

Magellan Solutions

SEPTEMBER 6, 2023

Here are some of the best AI chatbots to help with customer engagement and business profit! Through its API, ChatGPT boasts easy platform connectivity. This means businesses can talk to their customers in a friendly and personal way, no matter where the customers are. We’ve got your back.

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

2024 52

2024 Loyalty Customer Service Representative Interaction 52

Gainsight

APRIL 8, 2024

There is an emphasis on the importance of tailoring interactions and solutions to individual customer preferences and behaviors. Customer Success as a Growth Driver Beyond mitigating churn, Customer Success has evolved into a strategic growth engine for businesses. Want to learn more about Digital Customer Success?

Customer Success 52

Customer Success Engagement Customers Insights 52

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs? Follow on Twitter: @Hyken.

Employee Experience 127

Employee Experience Customer Experience Call Center Customer Service Training 127

Interactions

MARCH 28, 2024

Amongst businesses, this remains a barrier to achieving CX excellence. It essentially means businesses must continually evolve processes, technologies, and strategies to meet changing customer expectations and market dynamics. We surveyed 500 business decision-makers across industries to find out where the disconnect lies.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? Consider incorporating support services as a solution! In today’s business environment, customer engagement plays a role in achieving success. Their primary goal is to connect with customers and enhance their experience.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Comm100

MARCH 14, 2024

As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. This can be mitigated by ensuring a direct connection and routing to agents.

Customer Service 88

Customer Service Customers Interaction Blog 88

Magellan Solutions

JANUARY 7, 2024

But misconceptions aside, telemarketing can do wonders for your business when used properly, especially if a significant chunk of your revenue comes from sales. He will make connections and how he maintains and uses those connections to your advantage. Here are a few of the most common services businesses available.

Seminar 52

Seminar Call Center Telecommunications Hospitality 52

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

2024 64

2024 Connections 2025 Download 64

Magellan Solutions

FEBRUARY 20, 2024

It’s more than just a strategy; it’s a make-or-break mission for businesses aiming to thrive in the digital era. Scalability and Flexibility Outsourcing helps businesses adjust their chat support operations to match the demand. Cost Savings Deloitte reports that 70% of businesses outsource to cut costs.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Playvox

FEBRUARY 20, 2024

This could be from home, a co-working space, or any other location with an internet connection. Overall, remote work has redefined how we collaborate and do business. Additionally, remote work can potentially lead to lower turnover rates and reduced absenteeism, resulting in significant cost savings for businesses.

Management 88

Management Contact Center Communication Feedback 88

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. Connect with Shep on LinkedIn. I have added my comments about each article and would like to hear what you think too. It’s time to start driving better customer experiences today.

2024 78

2024 Article Customer Service E Commerce 78

Method:CRM

APRIL 11, 2023

Customers can also connect with Xero support via their customer portal if they have any inquiries. More importantly, it’s bad for your business. With a Xero customer portal solution, you accelerate your cash flow. And if your customers need further help, they can simply connect with Xero support via the Xero customer portal.

Banking 94

Banking Financial Document Customers 94

Magellan Solutions

OCTOBER 26, 2023

Nowadays, the connection between companies and their customers is often through a phone call. The call center serves as the guardian of this vital connection. You’re not dreaming; Magellan Solutions offers precisely that. Join us as we explore why Magellan Solutions is the best call center. Credibility and security?

Call Center 52

Call Center Customer Satisfaction 2013 Loyalty 52