Upstream Works

OCTOBER 19, 2021

Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond. Embracing digital channels is important, not just for providing a better CX today, but also for transforming the very nature of customer service.

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Contact Center Call Center Omnichannel Communication 78

Call Experts

JANUARY 15, 2020

The most important thing to know about AI-driven employee management solutions is their ability to maintain a human approach while improving overall performance. . . Below we have highlighted ten keys to improving HR performance: Best-in-class employee service centers that can work on a global level. Improved employee productivity.

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Call Center Contact Center 2018 Customer Journey Mapping 72

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience.

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Touchpoint Contact Center Call Center 2018 78

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Based on our experience working with customers on digital customer experience (CX) initiatives, here are five of the best features of Talkdesk CX Cloud™: 1.

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Contact Center Omnichannel Call Center Call Recording 91

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

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Interactions

MAY 6, 2021

Which is better: machines or humans? When it comes to customer service, there are strong opinions for each. . On one hand, automated systems can handle an unlimited number of customers at once, resulting in less time wasted and lower operational costs. We’ve seen the debate for years. But why does it have to be an either-or? .

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Contact Center Technology Interaction Customer Satisfaction 62

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications. Miscommunications.

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Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

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VDS

SEPTEMBER 28, 2023

Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. Understanding a Genesys Cloud Migration Migrating your contact center to Genesys Cloud is a crucial step towards improving your customer experience. Why Migrate to Genesys Cloud?

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Contact Center Roadmap Customer Satisfaction Communication 52

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press.

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Call Center Customer Experience Omnichannel User Experience 52

Innovative CX

JULY 1, 2020

Contacted one of your customer service representatives to place an order or resolve an issue? As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on.

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Call Experts

FEBRUARY 26, 2020

Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. However, the differentiator is the experience. However, the differentiator is the experience. chat, email, socials, etc.)

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Contact Center Call Center 2018 Omnichannel 59

NICE inContact

MARCH 28, 2019

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one?

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Call Center Competitive Advantage Contact Center Technology 61

Magellan Solutions

JULY 29, 2021

But, is this rate of adoption for better or for worse? Artificial Intelligence, a threat to Filipino telemarketers ? The age of artificial intelligence (AI) is now very much upon us. . Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. .

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Call Center Social Media Omnichannel Contact Center 52

Avaya

JULY 15, 2019

After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim. It can be difficult to serve, let alone meaningfully engage, with customers when you don’t entirely know what they’re saying.

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Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. A positive customer service experience makes 94% of consumers more likely to purchase. This is known as omnichannel customer engagement.

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Omnichannel Contact Center 2025 Consumers 52

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

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NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. If it takes too long, customers become frustrated.

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Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience must always be a focus for your company.

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Customer Experience Call Center Contact Center 2018 66

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. 97 percent of consumers said that a bad buying experience will lead them to change their buying behavior, according to a recent Zendesk study. Replacing human customer service agents with IVR technology: Bad idea. Customers hate it. . The problem?

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Call Experts

OCTOBER 23, 2019

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Understand your consumers to optimize the customer experience.

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Call Experts

NOVEMBER 8, 2019

Companies must create dynamic environments to address the ever-changing workforce and its needs. Through the use of AI-powered phone lines, employees can have a better interaction with their HR teams to voice their needs and requests. You can utilize AI-Powered HR Call-Out Lines to bring efficiency to your operations.

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Call Center Contact Center 2018 Document 45

Call Experts

NOVEMBER 20, 2019

Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Customers always expect top of the line customer service from their favorite brands. The holiday season is here!

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Contact Center Management Call Center 2018 60

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. What customer behavior are you trying to understand?

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Customer Journey Mapping Customer Journey Call Center Contact Center 64

Call Experts

MAY 30, 2019

Businesses must engage them by creating an environment with an active work culture, open communication, and flexibility. . With a higher level of commitment, you can usually ensure higher returns and better engagement. . Honest conversations help both the business and employee improve! . More Blogs Menu.

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Engagement Call Center 2030 Contact Center 60

Call Experts

AUGUST 2, 2019

Customization. Analysts at Clutch spoke with our clients to get a better understanding of how we develop personalized, compelling solutions. For almost 40 years, we have worked tirelessly at aiding businesses with actionable reporting, simplified scripting, and customized solutions. More Blogs Menu.

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Call Center Contact Center 2018 Healthcare 68

Smith+co CX

OCTOBER 20, 2021

Corona Energy had already defined their purpose – Helping our customers’ business to thrive. What they needed was to deliver this through their people and the customer experience. Smith+Co began by conducting qualitative and quantitative research (using our proprietary CEM+ Survey) with the loyal customers. What we did.

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B2B Customer Experience Marketing CEM 36

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.

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Contact Center Customer Engagement Engagement Social Media 67

Call Experts

NOVEMBER 20, 2019

Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Customers always expect top of the line customer service from their favorite brands. The holiday season is here!

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Call Center Management Contact Center 2018 49

Call Experts

DECEMBER 28, 2018

When your team is happy, they ensure a better customer experience for your clients. Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Improve performance metrics while ensuring better employee retention.

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Call Center 2018 Contact Center Culture 56

Call Experts

JANUARY 17, 2019

Your customers' overall experience demands your company's attention, time, and creativity. . Digital marketing professionals believe that in most organizations, customer disengagement is due to the adoption of too many newly invented voice channels. Dissatisfied and ignored customers leave the wrong impression of your business.

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Call Center Contact Center 2018 Healthcare 53

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. There are different types of call centers.

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Call Center Technology Contact Center Net Promoter Score 52

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In January, Forrester reported that 73% of customers say that valuing their time is the most important thing that companies can do to provide them with good customer service. That’s a lot of wasted time. So what do I end up doing?

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Innovation 2016 Contact Center Document 40

Call Experts

DECEMBER 5, 2018

Below are three ways that hiring an expert call company can assist in improving customer service and contact while solving business needs. Improve Customer Service for Clients. Affordably build better communication in every aspect of your property management business with Call Experts. More Blogs Menu.

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NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Choose your calibration type. Include your management.

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Talkdesk

AUGUST 28, 2015

Establish a consistent customer service experience to avoid harming your company’s reputation. I sat through numerous interactive voice response (IVR) menus, all with multiple confusing choices. My problem was eventually resolved, but the experience left a bad taste in my mouth. But this time, well, this time I remember.

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NICE inContact

APRIL 5, 2017

By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. TechStyle uses inContact to outsource its entire customer service team of 600-to-1200 agents, who field inbound calls from all across the globe. Customer Service to Count On.

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Contact Center Customer Service Fashion Metrics 48