ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. Are the tools easy to use?

Blog 94

Blog Omnichannel Average Handle Time Contact Center 94

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Magellan Solutions

AUGUST 23, 2023

AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. This article is for marketers using AI marketing tools to gain a competitive advantage. It covers various AI marketing tools that are important for marketing success.

Marketing 98

Marketing Social Media Advertising ROI 98

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. We have already witnessed the rise of technology with performance metrics and targets in the name of Workforce Optimization.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Blog 92

Blog Customer Experience Contact Center Interaction 92

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. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. Customers want resolutions on the first contact. And it’s all in the cloud and optimized for the enterprise.

Connections 78

Connections Engagement Contact Center Technology 78

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. A Tata Consultancy Services survey found that 31.7%

Technology 122

Technology Customer Service Contact Center Call Center 122

BirdEye

OCTOBER 19, 2022

This blog will tell you everything you need to know about Google My Business websites – what they are, the benefits of using one, how to get started, and more. It’s a simple and convenient tool that makes it easy for businesses to reach their customers online. Table of contents What is a Google My Business website?

Information 98

Information Hotels Blog Social Media 98

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

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

Magellan Solutions

AUGUST 17, 2023

The demand for AI video editing tools has dramatically increased. AI video editing tools are increasingly necessary as the demand for high-quality video content grows. The demand for advanced features drives the development of sophisticated editing tools. These algorithms can optimize and evaluate footage.

Social Media 98

Social Media E-support Entertainment Call Center 98

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. More than half (53%) say they have switched brands due to a poor customer experience.

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. More Blogs Menu. The Value of an Optimized Customer Experience.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. What Customers Really Want.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in. And high expectations from their customers.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Totango

AUGUST 16, 2022

Finally, we’ll review five of today’s top customer retention platform tools and what they can do to help you maintain more clients. For instance, a customer relationship management (CRM) app may be used to segment customers at risk of churn and reach out to them, serving as a CRM customer retention tool.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Call Experts

DECEMBER 18, 2019

With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. Engagements must be tagged to understand how to optimize routing and save customers' time. Optimize your solutions with real-time reporting to streamline your operations. .

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it.

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

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. The phone number is outdated.

B2B 52

B2B E-support 2023 2021 52

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

Totango

SEPTEMBER 14, 2021

We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience. How Easy Is It for Customers to Contact You? When customers need to contact you and they can’t get ahold of you, satisfaction plummets. How Long Does It Take You to Respond to Customer Inquiries?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Loyalty Consumers 88

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. With this support, your team can focus on the most expeditious route to optimal support. . More Blogs Menu.

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Optimizing virtual management and supplier business planning. Chat transactions. Competitive sourcing.

Contact Center 52

Contact Center White Paper 2021 2022 52

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Brands 54

Brands Contact Center Webinar Definition 54

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. You’ll take away actionable insights you can apply in your contact center.

Brands 54

Brands Contact Center Webinar Definition 54

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

Optimove

DECEMBER 14, 2023

Key takeaways: In 2024, marketers face a formidable challenge: optimizing marketing communications to transcend the message tsunami and deliver meticulously personalized content in real-time. Get ready for our top digital marketing trends for 2024. The emergence of AI and its influence make it our #1 marketing trend for 2024. 

2024 72

2024 Marketing Consumers Download 72

NICE inContact

AUGUST 2, 2019

Companies using omnichannel customer service can unify customer requests and conversations from social media, live chat, email, forums, blogs, mobile apps, and contact forms in one platform. For contact center managers, having detailed data to track digital customer service needs helps optimize efficiencies.

Technology 91

Technology Customer Service Omnichannel Call Center 91

UJET

MARCH 17, 2020

Use the Best Tools and Platform. Managers and supervisors should ensure that agents have the best tools to communicate, collaborate, and complete tasks as necessary. Note-taking tools like Evernote , Google Keep, or Microsoft OneNote , are great for keeping track of tasks and they can also be shared with others.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. More Blogs Menu.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center.

Communication 59

Communication 2023 Customers Insurance 59

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

Contact Center 52

Contact Center Retail Brands Technology 52

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Also, by concentrating on current customers, you can make the most of contact center interactions. What can you do when revenue targets keep increasing but your budget stays the same?

Contact Center 60

Contact Center Omnichannel Loyalty Programs Social Media 60

SaleMove

MARCH 12, 2021

Today’s leaders optimize their technology on a monthly, weekly and even daily basis. Of course, just because an app, tool or widget is new doesn’t mean it’s the right fit for every company. How to Avoid the Severe Fate of Complacency – and Continuously Improve your Customer Experience. But is there something more prophetic here?

Contact Center 97

Contact Center Customer Care Innovation Technology 97