InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Customer Loyalty Tip #1: Aim Toward Ideal Business Outcomes, but Stay Agile.

Loyalty 519

Loyalty Feedback Advertising Customer Relationship Management 519

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. to surface the most important topics and trends to help organizations take immediate action on their customer feedback.

Innovation 260

Innovation Feedback Call Center Insights 260

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The most recent census reports that 21.4%

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

OCTOBER 4, 2023

Moving from “What” to “Why” I still have far too many discussions with clients and prospects who ask me what their net promoter score (NPS) goal should be or what does a blip in their customer satisfaction score (CSAT) mean to their business. I like to be like the newspaper reporter who continually asks ‘why.”

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

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.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

JANUARY 16, 2024

You’ll gain strategic insights on fostering this commitment, from establishing ‘Customer Days’ for direct interaction to integrating customer feedback into the business strategy. Tune in and let’s move from talk to action in creating exceptional customer experiences.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

BlueOcean

JUNE 10, 2021

We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets? For contact centers, things got tight as many saw a sustained drop in contact volume. Where Are Companies Prioritizing Contact Center Investments?

Customer Care 156

Customer Care Contact Center Omnichannel 2020 156

InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Your business can use analytics to drive success and improve customer experiences. These tools allow your business to digest analytical insights in the way that makes the most sense for your company.

Events 260

Events E Commerce Retail Insights 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey. But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. This article will cover the following: · Business Continuity. Business Continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. If you’re ready to skip the challenges of an in-house contact center, simply request pricing for an outsourced customer care solution.

Contact Center 177

Contact Center Customer Care Measurement 2022 177

Experience Investigators by 360Connext

JANUARY 23, 2024

Get ready to learn the importance of accessible tutorials, demos, and why fostering feedback loops is your ticket to continuous improvement and customer satisfaction. So, if you’re ready to elevate your strategy and drive tangible business results, this is the episode you won’t want to miss.

Innovation 143

Innovation Customer Centricity Demo Customer Satisfaction 143

Experience Investigators by 360Connext

APRIL 2, 2024

Related Article: 3 Employee Experience Touchpoints That Impact Customer Experience “Customer Touchpoint” is NOT Just Business Jargon The concept of customer touchpoints is more than just business jargon! Without understanding, sure, the term touchpoint may as well be meaningless business jargon. <- Where?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. Business Continuity in Times of Crisis. COVID-19 has ushered in a new reality for businesses.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. It keeps them engaged, challenged, and continually improving.

Contact Center 88

Contact Center Measurement 2022 Culture 88

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

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. They are also more likely to stay with the company for the long term.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Experience Investigators by 360Connext

APRIL 2, 2024

Related Article: 3 Employee Experience Touchpoints That Impact Customer Experience “Customer Touchpoint” is NOT Just Business Jargon The concept of customer touchpoints is more than just business jargon! Without understanding, sure, the term touchpoint may as well be meaningless business jargon. <- Where?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

BlueOcean

JANUARY 20, 2023

List Company Facts How long have you been in business? How many physical centers do you operate? Find out which vendors stick to standard call measures (AHT, ASA, FCR) and which goes the extra mile to provide business insight and analysis that will help you make informed business decisions.

Contact Center 156

Contact Center Customer Care Culture Technology 156

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Contact Center 69

Contact Center Interaction Technology User Experience 69

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience. Training and Development: Continuously invest in training and development programs for your team.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. It is a continuous journey. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. by Mary Drumond.

2021 144

2021 Article E Commerce Customer Service 144

Magellan Solutions

MARCH 5, 2023

The Philippines has been a favorite for business process outsourcing for many years. Call centers crowd the metropolitan, creating jobs for millions of Filipinos. The influx of BPOs increases yearly, extending from large contact centers to home-based BPOs. What Is a Shared Service Center? Is a Shared Service Center a BPO?

Government 98

Government Call Center Contact Center Technology 98

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Contact Center Culture Engagement 97

Magellan Solutions

NOVEMBER 15, 2023

Have you ever thought about how a business would thrive without customer service ? However, as a business owner, are you willing to give up this crucial aspect, especially since studies show that around 54% of your customers may stop doing business due to poor customer service? Keep reading!

Call Center 52

Call Center Poor Customer Service Social Media Contact Center 52

Interactions

MARCH 28, 2024

Amongst businesses, this remains a barrier to achieving CX excellence. It’s a delicate balance, focusing on reducing organizational silos, conflicting priorities, and resource constraints while staying focused on long-term goals. We surveyed 500 business decision-makers across industries to find out where the disconnect lies.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Webinar Technology 109

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Magellan Solutions

OCTOBER 11, 2023

64% of business leaders affirm that customer satisfaction benefits business growth. Businesses are looking into efficient solutions that reduce costs and improve customer service while allowing companies to be flexible. There are a plethora of business benefits employers outsource inbound support services. The reason?

Call Center 52

Call Center E Commerce E-support Retail 52

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

Call Experts

SEPTEMBER 15, 2023

In business, exceptional call handling and customer service can set you apart from the competition. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience. Training and Development: Continuously invest in training and development programs for your team.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59