Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . It provides essential call analytics that helps in improving your engagement practices.

CX 98

CX Government Actionable Insights Omnichannel 98

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. Even better would be giving them an idea of when to expect a response. These are six ticket handling problems to avoid. That’s understandable.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Execs In The Know

APRIL 8, 2022

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. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. It’s good practice to strike an optimum occupancy rate and revisit key performance indicators in an overall effort to improve service levels, as we discussed here. Agent Care. Look it up. Call-Backs.

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Execs In The Know

OCTOBER 10, 2022

These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. Before diving into the differences between omnichannel and multichannel CX, let’s go back to basics and go over what a channel is. What Is Omnichannel CX?

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Hodusoft

JUNE 8, 2022

Keep reading this blog further to know more about the top call center performance metrics to track for success. . It is said that the better the call center agent is, the higher their first call resolution rate will be. The better the customer satisfaction score, the more successful your business will ultimately become. .

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth. This information can be used to optimize call center operations and provide a better customer experience.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Kelley Cutforth, Chegg.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business. The best employees don’t push random, irrelevant products.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Callminer

AUGUST 6, 2019

These details allow for training reps and improving call center performance. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. The easier it is to implement, the better. Ask reps if they like the software. “If

Contact Center 140

Contact Center VOC Social Media AI 140

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Customer Service 140

Customer Service Sports Construction Compliance 140

MattsenKumar

OCTOBER 12, 2023

Our blog post discusses outsourcing customer service to meet modern expectations. During the COVID-19 pandemic, businesses suffered losses and had to implement value-added strategies to increase productivity. Every business should prioritize cost reduction and efficiency improvement to enhance customer experience.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Execs In The Know

FEBRUARY 15, 2023

There’s plenty of evidence to suggest that customer experience (CX) plays a significant role in business growth. Recent studies tell us that price and product are no longer enough to win customers over, that experience is the number-one differentiator for today’s brands, and that one bad experience is all it takes to lose a customer for good.

CX 52

CX Actionable Insights Contact Center Start-ups 52

Hodusoft

SEPTEMBER 7, 2022

In this blog, we will unpack the fundamentals of inbound calling and disclose some proven ways to improve call center inbound calling strategies by leveraging tools like call center software. Product-related support. 7 ways inbound call center software improves CX. What is inbound calling? Complaints or feedback.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

Execs In The Know

NOVEMBER 5, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. With compassion as a core purpose, it becomes counterproductive to focus on some traditional measures of productivity, like average handle time (AHT).

CX 98

CX Technology Technology Customer Experience 98

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. Make Your Products & Services Easy-Peasy How’d you feel if you use a complicated product?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. These tools help manufacturers collect valuable insights, opinions, and suggestions from their clients, suppliers, and partners, allowing them to enhance their products, services, and operations. user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Execs In The Know

OCTOBER 20, 2022

Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . 5 Signs of a Winning Employee Experience That Will Drive Better CX Results . Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? With nearly three-fourths of customers expecting insurance companies to leverage new technologies for better communication, the need for cutting-edge tools such as omnichannel contact center software is needed more than ever before.

Contact Center 52

Contact Center Omnichannel CX Customer Satisfaction 52

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. So, how to stop this?

NPS 52

NPS Gaming Education Customer Satisfaction 52

Shep Hyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. Lessons from the pandemic can improve your customers’ experiences by Joyce Kim. (HR Dive) Dissatisfied employees were more than 2.5

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Execs In The Know

MARCH 24, 2023

This technology upgrades the agent experience by freeing up their time to develop deeper customer connections, while shoppers are able to solve most issues on their own or reach a human as needed. From more productive self-service to enhanced intelligence, the tangible impacts of ChatGPT can apply across the customer experience.

Customer Experience 52

Customer Experience AI Technology Technology 52

Hodusoft

NOVEMBER 1, 2022

Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. Tips to improve the FCR rate. How to measure FCR?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

Hodusoft

DECEMBER 28, 2022

New-age call center technologies make managing data easier for call centers, leading to enhanced decision-making capabilities and improved customer service operations. It's also about ensuring that agents are equipped with the right tools and data to handle their tasks efficiently. Why do businesses need call center management?

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Zendesk

MAY 26, 2021

Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. The goal of customer service is to foster better customer relationships. Adding the “why” into the support process improves the experience for customers, and it helps agents grow.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Product/service-related query. Boost agent productivity with CRM integration. trillion USD by 2026.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. Out of the companies working actively to improve customer experience, about 84 percent saw an increase in revenue.

Social Media 94

Social Media Customer Experience Start-ups B2B 94

Comm100

NOVEMBER 10, 2021

Despite what many people assume, customer service agents aren’t being left behind in the move toward automation. When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency.

Customer Service 76

Customer Service Social Media Artificial Intelligence AI 76

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. In this blog post, we’ll delve into AI’s remarkable impact on contact centres and offer a glossary of essential AI terms used in the industry today.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Ameyo Callversations

MAY 24, 2022

61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. Arena CX ). 56% of the customers admit that they would prefer to pay some additional amount for a product if it ensures exceptional customer support. ( Arena CX ). CX Today ).

Customer Service 52

Customer Service Artificial Intelligence Contact Center Omnichannel 52

SurveySensum

DECEMBER 6, 2023

In this blog, we will discuss how this metric can help your business, how to calculate customer health score, and why it is important, along with some examples. Customer Health Score is a CX metric that businesses use to assess the overall well-being of their customer relationships. Conclusion What is a Customer Health Score?

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52