Beyond Philosophy

MARCH 7, 2016

If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog. You cringed, right?

Social Media 111

Social Media Touchpoint Customer Experience CX 111

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. What is an Auto Attendant? Read on to know more. billion in 2020 to USD 6.7 billion in 2020 to USD 6.7

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Doing CX Right

SEPTEMBER 19, 2020

Approaching with clear goals and a curious, rather than accusatory stance, will set the right tone. As Ruiz suggests, you are entitled to expect a great experience from companies you buy from but do not have a right to be mean to innocent people. Who owns customer service? Take responsibility for your own actions.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

Logicalware

AUGUST 16, 2022

Chatbots are one of the highest priorities for sales and customer service teams right now. . So in this blog, we share some of our top tips for getting started and setting up your chatbot project for success. . How can you set the right expectations? . However, many companies still struggle to get started with chatbots.

Engineering 98

Engineering Start-ups Sales NPS 98

Win the Customer

DECEMBER 25, 2019

The team at Zendesk, for example, leverages their customer blog to discuss various topics related to customer service and social care making the organization a leading brand when it comes to customer service experience. The significant benefits of effectively engaging with customers on social channels make the investment worthwhile.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. So, let’s dive right in and know more about the technology in detail. billion by 2030. What is CCaaS? What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Help Scout

APRIL 29, 2021

Gardeners work hard to create the right environment for their plants to grow in by improving the soil, removing pests, and managing light and water. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Callminer

AUGUST 6, 2019

With many potential combinations, picking the right call center tool software is no easy feat. Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Expert Tips for Choosing the Right Call Center Software. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Execs In The Know

OCTOBER 9, 2023

Using AI, heroes have powerful authoring and editing capabilities to populate the right responses and perfect the tone of every response. But across the undulating positives and negatives, there remains no question that AI will play a significant role in the future of businesses everywhere.

AI 52

AI Customer Service CX Technology 52

Logicalware

JULY 26, 2023

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. However, it’s important to recognise that AI is an umbrella term encompassing various subfields and techniques. What is Artificial Intelligence (AI)?

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Totango

MAY 17, 2023

Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the reins on defining the next generation of growth for our organizations. VP of Customer Success at Veriforce, Andy Kearney.

Sales 106

Sales Sports AI Touchpoint 106

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! But what happens when your NPS score isn’t quite as rocketing as you’d like? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Execs In The Know

OCTOBER 9, 2022

But when an AI/ML-powered contact center can automatically flag phrases like “not happy” or “cancel my subscription”—or even pick up on tone of voice—an organization can gather a rich vein of data while agents stay focused on the matter at hand. Eliminate friction with personalized self-service.

ML 59

ML AI Contact Center Customer Experience 59

Hodusoft

AUGUST 13, 2021

This is also where the auto dialer fits right in. The customer call center agent needs to make an inquiry for admission and guide students to the right channel so the lead conversion takes place. How important are auto dialers for call center software. The pace of technological change in the last few years has been astounding.

Sales 98

Sales Engineering Education Customer Service 98

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. In short, there are two ways to find out how customers perceive your business: 1. I’m creative.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

SurveySensum

OCTOBER 18, 2023

But the question is, what is the right response? Or how to respond in such a way that your customers feel that they did the right thing by interacting with you? Or how to respond in such a way that your customers feel that they did the right thing by interacting with you? So, let’s jump right into it!

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

SurveySensum

AUGUST 8, 2023

That’s right! Their tone, concerns, and emotions provide valuable insights. According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? The main goal?

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Hodusoft

NOVEMBER 27, 2022

Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. Outbound telemarketing When a business proactively contacts prospects through voice calls, it is known as Outbound Telemarketing. What is telemarketing software?

Sales 52

Sales CRM Omnichannel Social Media 52

Zendesk

MAY 26, 2021

In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. 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.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. They help manage customer interactions by serving as the initial point of contact.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Today’s emotional intelligence software operates in much the same way: analyzing nonverbal cues – like tone, voice quality and subtle facial expressions – to interpret emotional information. Ah, 2022, a new year. Not so fast. Emotion is the Next AI Frontier.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Customer Service Life

AUGUST 22, 2018

This article was originally published on the FCR blog on July 17, 2018. After a thorough investigation you discover that your company did everything right. In my conversations with new clients at FCR about quality , I love to learn about their brand voice and style of communication with customers. Two Schools of Thought.

Legal 68

Legal Engineering Gaming Customer Service 68

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 72

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 72

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. The future of customer experience is decided. Probably not. Every each of them answered the following questions: How do you see the future of customer experience?

CX 129

CX Customer Experience Education Machine Learning 129

Hodusoft

JUNE 21, 2023

This blog post details everything about call centers starting from different types of call centers, how they work, what call center software is, how it works, and how to set up a call center. The right outbound call center software can immensely help businesses to make outgoing calls and generate high-quality leads.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

SugarCRM

FEBRUARY 15, 2022

Everything from thought leadership blog posts to infographics and entertaining videos can consistently bring in traffic and provide engagement opportunities for your audience. For example, one target market might respond better to blog content, while videos might work better for another. But quantity doesn’t necessarily equal quality.

B2B 49

B2B Social Media Engineering Start-ups 49

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Return Customer

APRIL 6, 2016

The founders or executive team of a company set the tone for the rest of the employees. The person you put at the front desk of your office is incredibly important, as they can set the tone for the rest of the customer’s experience with your business. Think of it in terms of the trickle down theory. Empathy and sympathy for others.

Social Media 84

Social Media Outlook Innovation Customer Service 84

Customer Service Life

SEPTEMBER 4, 2019

This article was originally published on the ICMI Blog on July 18, 2019. It’s so easy when designing a quality scorecard to jump right into the weeds and begin adding everything about a customer interaction that we think our agents should be doing. Click here to read the original post. It’s about beginning with the end in mind.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. Image courtesy of Pixabay I originally wrote today's post for Clicktools. with the company.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Zendesk

SEPTEMBER 7, 2021

Meanwhile, 18 percent would rather read a text-based article or blog post. In fact, Godden narrates some of the tutorials, and when he speaks with SweetHawk’s clients, they often recognize his voice from the tutorials. You can use them to educate buyers about your product or service, no matter where they are in the customer journey.

Social Media 52

Social Media Engineering Education Start-ups 52

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. A successful contact center provider immerses agents in the brand from day one through physical and digital spaces that express your brand story, voice, values, and messaging. Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

1 to 1

JANUARY 18, 2022

The same is true for a call that begins with an interactive voice response (IVR) system. This tool is mainly used with touch tone keypad selections or speech recognition to get a call routed to a specific department or specialist. To better understand this, let’s dive into the human and robotic makeup of a modern contact center.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Totango

OCTOBER 23, 2020

These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor. The Three Stages of Onboarding .

VOC 71

VOC Net Promoter Score Start-ups NPS 71