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 88

Call Center Contact Center Average Handle Time E-support 88

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

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

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

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

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

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

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

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

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

Call Experts

SEPTEMBER 8, 2023

In the healthcare industry, a HIPAA-compliant answering service is your ultimate healthcare ally. For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service.

Healthcare 52

Healthcare Call Center E Commerce E-support 52

SurveySensum

AUGUST 16, 2023

When customers have to jump through hoops to buy a product, contact customer service, or report an issue, they usually end up feeling frustrated and abandoning the company. So, what’s the solution? Emoticon Rating Scale Want to make your survey experience visually appealing? Customer Effort Score. Use the Emoticon rating scale.

Effort Score 52

Effort Score Feedback Customer Satisfaction Customers 52

Upstream Works

SEPTEMBER 5, 2019

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means. might use when interacting with your organization. Omnichannel. So how does this differ from “omnichannel”?

Contact Center 60

Contact Center Technology Omnichannel Call Center 60

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Avaya recently announced Avaya Ava ™, our cloud AI solution that supports your customers who use social media, chat and messaging channels to engage with you.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

SurveySparrow

JUNE 20, 2023

In this blog, we’ll introduce you to 10 impressive tools that can give SoGoSurvey a run for its money. Having alternatives allows you to choose the tool that best fits your needs Competition among survey tools drives innovation Pricing is crucial Top 10 SoGoSurvey Alternatives 1. You’ve come to the right place!

2023 52

2023 Multi-Channel Document Feedback 52

Team Support

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

B2B 59

B2B Contact Center 2020 Customers 59

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. Trust me, CSAT is vital, but relying solely on it and linking agent CSAT scores to their performance isn’t the brightest solution. Do you think the rating is fair?

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

Stella Connect

OCTOBER 19, 2021

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? Calculating the right call center staffing level for your customer service team should rely on a tried-and-true formula.

Call Center 52

Call Center Average Handle Time Competitive Advantage Culture 52

Avaya

JUNE 10, 2019

Traditional customer experience monitoring solutions passively use probes in your environment to gather statistics and provide a high-level overview of how your systems are operating. Active CX monitoring, in contrast, allows you to be a participant in your CX delivery system, rather than a passive observer.

Competitive Advantage 56

Competitive Advantage Contact Center Customer Journey Interaction 56

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. You’re implementing a new technology solution – great!

Contact Center 55

Contact Center Technology Management Leadership 55

SurveySparrow

OCTOBER 21, 2023

It is what shapes everything that we come in contact with. This blog will look into its meaning, importance, and all that you need to know. From shaping everyday gadgets to revolutionizing user interfaces, it forms the foundation for impactful and user-centric design solutions. Intriguing right? What is Design Research?

E Commerce 52

E Commerce User Experience Innovation Document 52

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. This blog guides you through the steps needed to close more deals for your car business. Looking forward to assisting you in finding your dream car.

Sales 114

Sales Automotive Advertising Demo 114

Bold360

MARCH 11, 2020

But with all this new technology, too often we fall in the trap of thinking the solution is also technological. It’s somewhat of a cliché analogy, but it works: Your team is on a burning platform. The issue here is that the tools you’ve used to assess your current problem may not be the best measurements for future success.

Engagement 52

Engagement ROI Measurement Metrics 52