Gainsight

NOVEMBER 16, 2023

The Architect: Telefónica Germany The Architect Award is given to the company that thinks outside the box when it comes to building the best community for its users. They offer mobile and landline services for private and business customers as well as innovative digital solutions based on infrastructure and the analysis of mobile data.

2023 52

2023 Telecommunications Contact Center Innovation 52

Lithium

JANUARY 2, 2024

Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. This enables them to indicate whether module/widget content is helpful, unhelpful, incorrect, or missing information.

2024 52

2024 Social Media 2023 Contact Center 52

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. The kind of service that’s earned Sweaty Betty a Trustpilot ranking of 4.8

E Commerce 78

E Commerce Management Contact Center Retail 78

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center White Paper Document Social Media 105

Comm100

JANUARY 23, 2023

To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. During economic downturns, this need is often intensified as businesses shrink their portions, hours, service levels, speed of delivery, and other elements that customers highly value.

2023 120

2023 Customer Experience E-support Customers 120

Alida

SEPTEMBER 22, 2016

“Our community helps us get to the whys” – Visionary winner @ElizabethArden. In a world of choice, consumers need help to simplify their decisions. Existing features like Stories and Search, along with new enhancements like API integrations, will help companies get deeper, more contextualized customer data.

2016 267

2016 Innovation Marketing Insights 267

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. It will help them reach new levels of success. The market size for outsourcing services is witnessing significant growth. It will include insights on outsourcing services tailored to small businesses.

2023 94

2023 Healthcare Innovation Technology 94

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. Photography.

Culture 140

Culture Contact Center Events Hospitality 140

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead. Reason #1: The terror of calling customer service .

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

CSM Magazine

DECEMBER 11, 2023

The average attrition rate for call center agents in the U.S. In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. In this article, I’ll explore some proven techniques that can help you retain your best agents and build a motivated and reliable team.

Contact Center 52

Contact Center Magazine Culture Call Center 52

Alida

JUNE 27, 2016

They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The speakers said many departments now recognize the need for real-time customer insight, making it critical to involve them early in the software buying process. Let other companies do the talking.

Insights 145

Insights Consumers Feedback Advertising 145

Customer Bliss

NOVEMBER 14, 2019

Totango is a customer success software that helps enterprises drive revenue growth and reduce churn while focusing on the SaaS customer journey. Align Products, Services, and Behaviors to Customer-Centered Growth. When you focus on customer success, you need to have a customer-centered growth strategy.

Customer Success 147

Customer Success Definition Measurement Customers 147

BirdEye

FEBRUARY 13, 2024

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. Attract new patients: With more chiropractors to choose from, marketing helps you stand out and draw in new patients.

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

CSM Magazine

AUGUST 31, 2023

Inbound call centers are crucial in any business as they serve as the first point of contact for consumers seeking assistance or information about a particular product or service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Customer Satisfaction Contact Center 52

Playvox

DECEMBER 14, 2021

At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. And it wasn’t even close.

Contact Center 52

Contact Center 2022 Download Leadership 52

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. “This award is recognition of our commitment to helping our customers reimagine their customer experience, taking advantage of cloud technologies at the forefront of the modern contact center.”

2021 52

2021 Connections Contact Center Omnichannel 52

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams.

Customer Success 52

Customer Success E-support Contact Center Customer Service 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Lithium

NOVEMBER 1, 2022

Khoros + SearchUnify Partnership Combining the power of Khoros’s enterprise-grade communities software and SearchUnify’s AI-driven enterprise search solution to increase community engagement, improve customer satisfaction, and further reduce support costs. They can also create significant value. Are you there ROI?

2022 52

2022 Roadmap ROI Social Media 52

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Orstad will spearhead Calabrio’s global professional services and customer support teams. About Calabrio.

Customer Service 52

Customer Service E-support Contact Center 2022 52

Gainsight

MAY 4, 2023

Robin van Lieshout, Chief Strategy Officer and Remco de Vries, VP of Global Demand Generation at Gainsight, share the laws of Community and how to build a durable business through Community. In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies.

B2C 52

B2C Roadmap Books Travel 52

Alida

SEPTEMBER 14, 2018

They help internal stakeholders better understand shopper behavior. Another story comes from VMware , a pioneer in virtualization and a company whose software is installed in almost every Fortune 1000 organization. An example comes from Twitch , the leading social video service.

Entertainment 133

Entertainment Customer Relationships 2018 Insights 133

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. billion by 2024 at Compound Annual Growth Rate (CAGR) of 29%.

Contact Center 52

Contact Center 2026 Marketing 2024 52

CSM Magazine

JUNE 12, 2023

As a result, understanding the relationship between real estate occupancy rate and customer service is crucial for investors and property managers alike. This fluctuation in demand can directly influence the quality of customer service provided, as property owners and managers may change their strategies accordingly.

Customer Service 52

Customer Service Poor Customer Service Exceptional Customer Service Customer Satisfaction 52

Talkdesk

MARCH 4, 2021

To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. . How do we leverage our human capabilities in the communities where we operate? Provide a smartphone and mobile-ready contact center software. What does it take?

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

Totango

FEBRUARY 11, 2022

Nearly three-fourths of all B2C customers factor in experience when making purchasing decisions, according to a report by professional services firm PricewaterhouseCoopers. Collect Customer Feedback from Your Community. In a SaaS context, B2B customer experience is centered around digital interactions.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). It’s about helping your customers understand how your company is evolving.” But that’s not all.

2023 52

2023 Customer Success Webinar 2022 52

Retently

MARCH 5, 2024

Key Takeaways Expressing gratitude for both positive and negative customer feedback is essential for maintaining strong customer relationships and reflects a brand’s commitment to customer satisfaction and service improvement. Your feedback is incredibly helpful, and we’d love to hear from you anytime.”

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Thematic

DECEMBER 12, 2023

Each unique type of qualitative feedback allows a business to improve customer service and build better customer relationships. This feedback goes back into the system, helping the company improve over time. Thus, feedback collection and analysis help adapt to changing customer needs and market dynamics.

Feedback 62

Feedback Social Media Banking Insights 62

Gainsight

MARCH 22, 2023

Personalized Product Content Capote’s recent article highlighted a few ways that digital programs can quickly deliver on some of this value by automating self-service programs for customers: Customer onboarding (i.e., The session itself is then a value-add one-to-many program that helps your customers stay more engaged with your product.

Touchpoint 52

Touchpoint Document Webinar Article 52

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Then, he spent time gathering customer feedback from call centers, social media, etc. Looking into staffing levels.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

West Monroe

APRIL 9, 2024

Over the next year, credit unions’ strategy can evolve to provide a member and employee experience of the future—not yesterday—and provide unique values that stand out against community banks, mid-market banks, national players, and fintechs while dealing head-on with the issues impacting them.

2024 52

2024 Banking Financial Consumers 52

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. We made our first acquisition late last year when the extremely talented team from the Center for Strategy Research (CSR) joined PeopleMetrics.

B2B 90

B2B Roadmap B2C Hotels 90

Education Services Group

FEBRUARY 3, 2021

A promising trend for customer engagement has come from the community platform space. Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. The untapped potential of community platforms. When 72% of U.S. Fast-forward to 2021.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. Knowledge repositories for your products or services (i.e. Client communications. What are customer portal solutions?

Document 52

Document Poor Customer Service Customers Management 52

Method:CRM

MARCH 20, 2023

Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. Customer portal solutions are dedicated web-based customer service and support hubs. Knowledge repositories for your products or services (i.e. Client communications. What are customer portal solutions?

Document 52

Document Poor Customer Service Customers Management 52