BlueOcean

OCTOBER 4, 2023

And what about offshore? The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. You’ll want to ask about labor markets, hiring timelines, retention stats and more. But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

OCTOBER 12, 2022

Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. Bain & Company defines a closed-loop system in “The Ultimate Question 2.0” No matter the size of your company, setting up your program will take time. Make Individual Contact.

Fashion 493

Fashion Communication Brands Financial 493

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. home builders, and 5 of the top 10 global smart home automation companies. The company is headquartered in Tel Aviv with offices in New York, Boston, London, Washington D.C.,

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. Again, huh? 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. What will it take to scale your company? We are here today to say, with respect, they’re wrong.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 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. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

NOVEMBER 13, 2023

Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you. Enter VoC analytics, which can be used to build positive experiences between your company and your customers while enhancing your brand.” Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

APRIL 2, 2024

A touchpoint is any contact or interaction a customer has with your organization. Touchpoints are meaningful only if and when the company understands them. Channels are a way for you to understand where customers come from and how they interact with you, the company. <- Search, site, and mobile I select this company. <-

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

APRIL 2, 2024

A touchpoint is any contact or interaction a customer has with your organization. Touchpoints are meaningful only if and when the company understands them. Channels are a way for you to understand where customers come from and how they interact with you, the company. <- Search, site, and mobile I select this company. <-

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This phase is about embracing new technologies and utilizing them as substantive, value-adding instruments. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? How can AI be used to personalize and contextualize customer experiences in contact centers?

Contact Center 147

Contact Center 2024 Customer Service Representative Healthcare 147

Call Experts

APRIL 8, 2024

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. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Playvox

FEBRUARY 29, 2024

” But First, A Look Back at Changes in Customer Service Before we begin a deep dive into AI, let’s first talk about the changes that have happened in the past. That’s not to say that IVRs cannot save companies significant amounts of money. An IVR can save companies millions of dollars. per minute.

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 296

Contact Center Sports Management Customer Care 296

ShepHyken

APRIL 22, 2024

I have added my comments about each article and would like to hear what you think too. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. Singh also explains why he thinks Chewy’s only competition is the company itself. “I

2024 78

2024 Article Customer Service E Commerce 78

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. ” And that’s where you’ll find the soul of your company. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

2023 207

2023 Contact Center Leadership Hospitality 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. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant has been with the company for over two years, but in this area for over 20. So, why would customers want a company to provide a proactive experience?

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Read the full article on our parent company Enghouse Interactive’s site here. Why knowledge management is essential for your contact centre.

2022 148

2022 B2B Blog Article 148

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. By tackling the top drivers of contact, they aim to set new standards for customer service in the industry.

Omnichannel 52

Omnichannel Fashion Events Culture 52

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

Magellan Solutions

SEPTEMBER 19, 2023

However, instead of you reaching out to them, interested customers will contact you. Often, the reason is to inquire about your product or services. These people are likely to have researched your business before contacting you. They’re contacting you because they’re convinced of your product or service.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

Interactions

APRIL 16, 2024

Think about the “robot speak” you’re forced to use when speaking to an automated phone system to allow the technology to understand what you’re saying. Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective. and, “How do my customers want to contact me?”

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. How do contact centers not only survive but thrive in this new era? Contact center leaders need to embrace: Massive amounts of data which are now available.

Contact Center 78

Contact Center Management Omnichannel Interaction 78

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Workshop Measurement 150

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. 3: Ensure customer wins are shared out at companies.

B2B 92

B2B Reference Customer Success Customers 92

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. fall into the “engaged” category.

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

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

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Well, no more!

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

CSM Magazine

MARCH 15, 2024

Over the past year, Sabio Group has been working closely with Avaya to help companies across industries unlock the full potential of the Avaya Experience Platform (AXP). million policyholders to transition to Avaya’s cloud-based contact centre solutions. What about existing Avaya customers?

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52