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. We are here today to say, with respect, they’re wrong. Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

JANUARY 26, 2021

Maybe you think of market research, which can tell you about who your prospects and customers are , and the basics of what they care about within your industry or market. Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? That’s it.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us.

Contact Center 296

Contact Center Sports Management Customer Care 296

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Consider this a rallying cry!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

OCTOBER 27, 2020

Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback do we want? Ask: What are the obstacles, challenges or new parts of the journey we want to explore? What are we unsure about in our customer’s experience? It might seem like an obvious thing to plan.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 349

Transportation Information Technology Consulting 349

Lumoa

OCTOBER 26, 2022

There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions. Future of Customer Contact Conference | February, 9 | London, UK. Pharma CX Summit | March, 22-23 | Princeton, US .

2023 94

2023 Customer Experience Contact Center Financial 94

TechSee

FEBRUARY 19, 2024

We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. The Need for Multi-Sensory AI & Contextual Cognition We advocate for a multi-modal approach that combines vision, voice, and text through a contextual cognition framework to enhance CX in the real-world.

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

Magellan Solutions

SEPTEMBER 19, 2023

Telemarketers must be able to develop a strategy for serving customers who are already interested in what they can offer. However, instead of you reaching out to them, interested customers will contact you. These people are likely to have researched your business before contacting you.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

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!” In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

delighted

APRIL 1, 2024

In this post, we’ll cover: What is a post-event survey? Build trust with your attendees Surveys allow event attendees to use their voices and share their opinions of your event. The accumulated score across all respondents translates to a holistic NPS score, which you can use to measure attendee loyalty and interest.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

Retently

MARCH 5, 2024

Customers who feel valued are likelier to repeat business, share their positive experiences with others, and even become more forgiving of minor inconveniences or mistakes. Employees who feel appreciated tend to express gratitude and positivity in customer interactions, boosting the overall customer experience.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Magellan Solutions

APRIL 11, 2024

Improved Customer Satisfaction and Retention Customers appreciate the convenience of contacting a dedicated support team for their queries or concerns. You’ll gain access to a team of experts who can offer round-the-clock assistance, handle spikes in demand, and provide multilingual support—all while saving you money.

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

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!” In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Beyond Philosophy

APRIL 4, 2024

It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. Since ghosting is a relatively new phenomenon, we should talk about it here, too. Ghosting isn’t uncommon, particularly for people using online dating platforms. We respond because we feel it is the polite thing to do.

Fashion 60

Fashion Communication Social Media Travel 60

Call Experts

APRIL 8, 2024

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. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! Since then, almost every aspect of the way we shop, sell, and connect has been transformed. For this, we are forever grateful. A World of Change. Let’s Do This — Together!

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

One Millimeter Mindset

FEBRUARY 8, 2023

It is time to reset expectations about who you and I are actually meeting with. Do you work with colleagues and clients who now feel like strangers? Today, I share some changes a group of us are making which create more positive dynamics and a solid sense of purpose during meetings. How about you?

Consulting 91

Consulting Innovation Events Leadership 91

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Contact centres have been at the forefront of advancements in customer-facing communication technology.

E-support 139

E-support Omnichannel Competitive Advantage Customer Centricity 139

Magellan Solutions

MAY 21, 2023

Importance Of Bilingual Answering Services For Businesses Bilingual answering services provide several business benefits, such as the following: Increased Customer Satisfaction Bilingual customer service enables your businesses to cater to a wider customer range who prefer to communicate in their native language.

Call Center 98

Call Center Average Handle Time Customer Satisfaction Competitive Advantage 98

CSM Magazine

MARCH 8, 2024

Moments earlier, Steve Jobs, the late, great former Apple boss, re-enforced the event’s theme through his opening monologue, claiming ‘the people who are crazy enough to think they can change the world are the ones that do.” As CX professionals, we must also embrace a culture of continuous improvement.

2024 52

2024 Events Technology Customer Journey 52

Magellan Solutions

JUNE 18, 2023

You’re a businessman who owns and operates a dynamic enterprise. A dedicated contact center answering service might just be the ticket to the big time. While an answering machine would be a bit cheaper, it cannot exactly give real-time answers to callers who may have a question or two about your business, where you are, or the like.

Contact Center 97

Contact Center Information Call Center Customer Service 97

ShepHyken

JANUARY 4, 2023

We have an exciting year ahead of us. Here we go: . Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Happy New Year!

2023 137

2023 Customer Service Customer Experience B2C 137

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We sought recommendations from experts, vendors, and our competitors to see what they were doing in response.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center Customer Care Article Brands 93

BirdEye

DECEMBER 8, 2023

But we’ve all dealt with the frustration of unreturned emails and missed connections. A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Subject lines Craft email subject lines that reference previous communication to jog the contact’s memory.

Demo 110

Demo Events Communication Feedback 110

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Buyers want to deal with someone they can trust and who will “speak human” to them.

Sales 107

Sales Loyalty White Paper Contact Center 107

Magellan Solutions

SEPTEMBER 14, 2023

75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. We will also discuss the benefits they can bring to your business. Unlike outbound services, which initiate customer contact, inbound services wait for customer interaction.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Beyond Philosophy

FEBRUARY 14, 2020

Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Click here to see how they can help you.

Technology 195

Technology Social Media 2016 Interaction 195

Magellan Solutions

APRIL 3, 2024

By using BPO chat support, businesses can save money and quickly expand their customer support without dealing with the hassle of hiring and training their team. By partnering with them, you’ll gain access to highly skilled and experienced chat agents who know how to handle any customer inquiry or scenario like pros.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Lumoa

APRIL 28, 2024

If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. How did we get here? Early Days and the Founding Principles Sabio’s origins date back to 1998 when the founders chose to concentrate on the contact centre space, recognising its immense potential.

Leadership 52

Leadership 2024 Innovation 2017 52

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else.

Books 78

Books Customers Insights Marketing 78

Magellan Solutions

APRIL 22, 2024

This article will delve deeper into content moderation, the types of content moderation, the tools used in the process, and everyday challenges. We will also include some advice from Magellan Solutions experts, who will, in one way or another, seek to expound on the meanings of content moderation in building a safer digital space.

User Experience 52

User Experience Call Center Interaction Engagement 52

Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. There are limits that are challenging for us to overcome. We were a tight-knit group. Then, from there you move out until you reach 150 meaningful contacts or Dunbar’s number. Not Magic, But Time.

Management 157

Management Social Media Call Center Connections 157

BirdEye

NOVEMBER 10, 2023

Watch this interesting conversation here to learn more about streamlining customer communications using AI: Streamlining customer communications using AI: Session transcript Rebecca Colwell: Hello and welcome to ‘Efficiency unleashed: Streamlining customer communications using AI.’ My name is Rebecca Colwell.

Communication 59

Communication 2023 Customers Insurance 59