Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

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

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

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. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Blog 95

Blog Customer Experience Contact Center Interaction 95

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Ultimately, customer service and contact centers have not been immune to these changes. Redefining the Customer Agent Experience.

2022 52

2022 Blog Contact Center Customer Service 52

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Sure, they divert your workforce from more strategic tasks. .

Innovation 207

Innovation 2025 Transportation Consumers 207

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

2023 78

2023 Contact Center Consumers Technology 78

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. 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.

Contact Center 78

Contact Center Call Center Omnichannel Communication 78

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 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. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Agent Desktop and user experience.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days.

2024 88

2024 Customer Experience Workshop Call Center 88

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

BirdEye

FEBRUARY 13, 2024

As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. By harnessing online platforms to share the advantages of chiropractic services, practitioners can greatly improve their visibility and accessibility, bridging the gap in public awareness effectively.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Out with the old, in with the new!

Engagement 98

Engagement Contact Center 2021 Metrics 98

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 90

Government Technology Blog 2017 90

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Turnover in call centers has averaged 30% to 40%.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! The phone number is outdated.

B2B 52

B2B E-support 2023 2021 52

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. McKinsey explains that at one North American call center alone, over 10 million customer requests are handled by IVR technology annually. How Do IVR Systems Work?

Call Center 52

Call Center 2025 Customer Satisfaction Communication 52

Bold360

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side.

Call Center 95

Call Center Management Social Media Contact Center 95

Call Experts

JANUARY 26, 2023

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. Keeping those customers happy and returning for more separates you from businesses with lower prices or bigger advertising budgets.

Call Center 52

Call Center 2030 Contact Center 2022 52

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

Inbenta

SEPTEMBER 29, 2022

A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction. The result?

Call Center 52

Call Center 2022 E-support Social Media 52

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Call Center 122

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Blog 91

Blog Customer Service Contact Center Customers 91

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals. Proactively Provide Value.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

BirdEye

APRIL 25, 2023

Do you want to reach out and engage with potential customers in your area? If so, we’ve got you covered with over 20 ideas on how to promote your business locally and make your brand the talk of the town. Publish a blog or newsletter 5. Ask for customer reviews 8. Use social media to promote 4. Email marketing 11.

Seminar 98

Seminar Social Media Advertising Workshop 98