Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

SAP Customer Experience

APRIL 7, 2022

If your company is like most, you’ve already deployed SAP’s lines of business (LOB) applications, such as our customer experience (CX), digital supply chain (DSC), human experience management (HXM), or intelligent spend business network (ISBN) solutions, along with your SAP enterprise resource planning (ERP) and financial management systems.

Technology 89

Technology Financial Management Customer Experience 89

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 91

Blog Technology Customer Service Management 91

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. The right vendor will not only provide the necessary tools and technology, but also bring valuable expertise and experience to the table. What Is a Full Service CX Solution?

Customer Experience 260

Customer Experience Reference Technology Brands 260

TechSee

APRIL 22, 2024

While new technologies offer incredible promise, customer adoption is a very real challenge. One common misstep in deploying new CX technologies is requiring customers to download apps or go through similar technical hurdles. Furthermore, TechSee’s technology can be integrated anywhere through APIs or SDKs.

Innovation 109

Innovation Download Sports Technology 109

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Culture 124

Culture Virtual Agent Innovation Technology 124

InMoment XI

MAY 10, 2022

The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget. The catch, though, is that technology and data alone can’t actually address any of the factors I laid out in the preceding paragraph. Reason #1: Best Practices. Reason #2: Problems & Priorities.

Consulting 493

Consulting Document Technology Insights 493

BlueOcean

JANUARY 30, 2024

In a typical Blue Ocean solution, for example, your program manager and program coordinator are included in that agent hour or per minute rate. On-going technology costs are also generally included. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform.

Contact Center 296

Contact Center Insights Call Center Technology 296

Avaya

OCTOBER 31, 2016

If you think back (even as recently as 10 years ago), organizations didn’t use much marketing technology in order to achieve their objectives. Just 10 years ago, marketing technology platforms like Marketo and HubSpot had just been founded and were in their primal stages. Here’s why…. How much data? million posts per minute.

Technology 74

Technology Marketing 2017 Social Media 74

Uniphore

FEBRUARY 15, 2019

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Technology 40

Technology Innovation Customer Experience Customers 40

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Technology A vendor’s technology stack is the make-or-break factor in their capacity to pivot and adapt to situations like the recent pandemic.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Contact Center 124

Contact Center Customer Satisfaction Demo Download 124

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

APRIL 9, 2024

This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. This lack of visual context leads to frustration on both ends—customers feel misunderstood, and agents feel handicapped in providing efficient solutions.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

TechSee

AUGUST 10, 2023

As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy. Our computer vision AI will empower AWS digital channels to see into the physical world, identify products, and even offer automated technical support solutions via AR guidance.” and Madrid.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

ShepHyken

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? Top Takeaways: Balancing technology and human support is essential, as both play a role in customer satisfaction. Integrating technology with human support can enhance the overall customer experience.

Contact Center 147

Contact Center 2024 Customer Service Representative Healthcare 147

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

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.

2023 207

2023 Contact Center Leadership Hospitality 207

Interactions

APRIL 16, 2024

Therefore, when choosing an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of it, but to make sure that it is enhancing the overall customer experience. The first is making sure that the technology can be personalized to your brand and business rules. What’s an IVA?

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

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.

Omnichannel 52

Omnichannel Fashion Events Culture 52

Call Experts

OCTOBER 12, 2023

Various methods and technologies are used in call routing, each designed to match callers with the right resources. IVR (Interactive Voice Response) Systems: IVR systems employ pre-recorded messages/voice recognition technology to interact with callers, directing them to the appropriate department or agent based on their responses.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Comm100

APRIL 22, 2024

High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles. Acknowledging and understanding these challenges is critical as it lays the foundation for developing tailored solutions that significantly enhance agent productivity.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

Call Experts

OCTOBER 5, 2023

By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs. Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. If your team is already overworked or lacks the necessary skills, hiring outside help could be a solution. Gain access to state-of-the-art technology and facilities that your in-house team might not possess. Scalability and Flexibility.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

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. Enhanced efficiency The advancement of technology has provided businesses with quick and efficient solutions to communicate with their customers.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

Call Experts

APRIL 8, 2024

Various methods and technologies are used in call routing, each designed to match callers with the right resources. IVR (Interactive Voice Response) Systems: IVR systems employ pre-recorded messages/voice recognition technology to interact with callers, directing them to the appropriate department or agent based on their responses.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Magellan Solutions

JULY 13, 2023

AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. AI-powered outsourcing solutions have been transforming the business landscape.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97