Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

CX Accelerator

OCTOBER 7, 2019

A company’s growth and profitability are linked to the satisfaction of its workforce. Engage non-customer-facing roles. Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions.

CX 182

CX Customer Experience Non-Profits Contact Center 182

CX Accelerator

OCTOBER 7, 2019

A company’s growth and profitability are linked to the satisfaction of its workforce. Engage non-customer-facing roles. Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions.

CX 182

CX Customer Experience Non-Profits Contact Center 182

Fonolo

SEPTEMBER 19, 2018

It presents a unique opportunity to offer customer support and service for legitimate customer support questions; that is, it’s possible to have a non-turbulent tête-à-tête on Twitter, Facebook, and other channels. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Fonolo

MAY 11, 2022

You don’t need to go to Apple or Amazon for a standout shopping experience; authentic interactions can be won by local businesses or even non-profit organizations. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience.

CX 91

CX Non-Profits Education Contact Center 91

Ameyo Callversations

JANUARY 3, 2022

As the management experts at Bain and Company point out, a mere 5% boost in customer retention increases profit by 25 percent. On-premise contact center solutions are proved to be inadequate in supporting the new remote working environment. Video-enabled Contact Center.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Fonolo

MAY 11, 2022

You don’t need to go to Apple or Amazon for a standout shopping experience; authentic interactions can be won by local businesses or even non-profit organizations. Now in its 6th year, Fonolo’s annual CX Excellence Awards celebrate contact centers that demonstrate excellence in customer service and customer experience.

CX 67

CX Non-Profits Education Contact Center 67

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. Follow along as they provide webinars, events, and resources that will up your contact center game this year. Read on to learn about (and bookmark!) CCNG does just that. Learn more about it here.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Execs In The Know

MARCH 13, 2023

times better customer retention and employee engagement than non-customer-obsessed companies. “We have enabled blended channel, moved workflows and conversational AI into the contact center, and allowed guests and hosts to see their support tickets online. Our largest contact type is billing.”

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Fonolo

AUGUST 14, 2018

This quarter we’ll look at Avaya (with cloud revenue growing quickly), Twilio (with its first profitable quarter), RingCentral (with strong revenue growth) and 8×8 (with the first quarter after a product refresh). They achieved profitability (earlier than expected) and the market rewarded them with a big jump in share price last week.

Non-Profits 52

Non-Profits Contact Center NPS Customer Satisfaction 52

Hodusoft

JULY 31, 2018

Businesses ought to contemplate the CX: a really digital contact center redefines from beginning to the end. Strategically a contact center fully loaded with best tools like HoduSoft are wealthy with real-time data and results they desire for a collective intelligence of the business success.

Non-Profits 40

Non-Profits Contact Center Customer Service Omnichannel 40

ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article.

Sports 62

Sports CX Scorecard Touchpoint 62

MattsenKumar

MAY 14, 2021

With employees working remotely, call center shrinkage has increased and it is reflecting in monthly reports. What is Call Center Shrinkage? While contact center managers can monitor internal factors closely, they merely have any control over the external factors. Impact of High Call Center Shrinkage Rate?

Contact Center 52

Contact Center Non-Profits Legal Technology 52

Customer Bliss

OCTOBER 9, 2018

On Transitioning from For-Profit to Non-Profit. Actually, background, I came from the for-profit world and worked in the airline industry for almost 28 years, ultimately leading customer experience. I would say people ask me, “What is the difference between for-profit and not for profit?”

Hospitality 44

Hospitality Hospitality Non-Profits CX 44

ClearAction

SEPTEMBER 22, 2022

For example, the contact center is asked to shift from a cost center to a profit center. This means 50% or more of XM effort and budget should be focused on collaboration among non-customer-facing groups , rather than touchpoints.

CX 62

CX Sports Non-Profits Touchpoint 62

MattsenKumar

SEPTEMBER 21, 2023

Customer satisfaction levels increase manifold if call center agents can provide first-call resolution (FCR). Reinforcing Compliance and Quality Measures Non-compliance can be costly in regulated industries. Real-time interactions develop a sense of trust among customers for the brand.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

CSAT.AI

NOVEMBER 2, 2022

The Gallup employee engagement meta-analysis of 2020 showed companies with high employee engagement and quality EX had 21% higher profits than those with low EX. CX Insight magazine’s article “The Changing Face of Contact Center KPIs” pointed out the importance of measuring effort inwardly, on the employee side, as a counterpart to CES.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

ClearAction

JANUARY 20, 2020

Profitability (cost savings) is the best path to CX-inspired growth. Non-customer-facing groups create or limit value. Key drivers identify areas where non-customer-facing teams can make a difference. Ease prevents non-positive surprises, delays, costs, etc. As you remove hassles you’ll build customer trust.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Fonolo

SEPTEMBER 20, 2018

Tech experts should make it their mission to share their wisdom about AI with non-experts. To this end contact center solution specialist Fonolo have partnered with GTACC for a one-hour webinar to explore the impacts of AI on customer support, service and experience. Who should attend: VPs & Directors of Contact Centers.

AI 65

AI Artificial Intelligence Machine Learning Non-Profits 65

Customer Bliss

APRIL 19, 2016

Jude Children’s Research Hospital, where he is responsible for the overall donor experience, contact center operations, and donor account processing functions. Martin and I open the show discussing his transition from for-profit (United Airlines) to non-profit (St. Introducing Our Guest. Connect With Martin.

Non-Profits 48

Non-Profits Hospitality Hospitality Contact Center 48

CommBox

NOVEMBER 30, 2021

In 2020 and 2021, video calls across all contact centers or call centers’ customer support channels have gained a lot of steam. A video feature lets call center agents to interact with clients face-to-face and resolve problems more efficiently than by chat or regular phone calls. Cons of Video Call Support Centers.

Customer Experience 59

Customer Experience Contact Center Healthcare Non-Profits 59

ClearAction

JANUARY 20, 2020

Profitability (cost savings) is the best path to CX-inspired growth. Non-customer-facing groups create or limit value. Key drivers identify areas where non-customer-facing teams can make a difference. Ease prevents non-positive surprises, delays, costs, etc. As you remove hassles you’ll build customer trust.

CXM 90

CXM Non-Profits Close the Loop CX 90

Steven Van Belleghem

DECEMBER 6, 2021

We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. Service reps in contact centers, employees in retail shops and staff in hotels and restaurants are just some examples of jobs that usually pay little and have few (if any) benefits.

CX 123

CX Customer Experience Non-Profits Social Media 123

1 to 1

NOVEMBER 16, 2022

A customer focus also builds trust between companies and their customers, which is a key enabler of long-term, profitable relationships, no matter the economic climate. Brands with in-house contact centers also benefit by working with a partner to optimize in-house staff with workforce management and other managed services.

Non-Profits 26

Non-Profits Social Media Contact Center CX 26

ClearAction

AUGUST 22, 2020

Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Customer lifetime value (CLV) is the cumulative profit stream over the duration of a customer’s interest in a brand category. Voice-of-Customer Almost-Free. Compelling Action. Internal Branding.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. One great activity for call center leaders is to…”. Engage their team members in a local charitable event every month.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

SugarCRM

AUGUST 19, 2020

In other words, be open to the idea that customers will be calling, texting, or emailing, not necessarily to have you solve something for them, but because they need something non-commercial: A friendly voice, an interaction with fellow work-from-home employees, and so forth. . A shining example of this is Zappos.

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

ClearAction

NOVEMBER 16, 2023

Even before the pandemic, non-customer-facing managers typically saw VoC as something unrelated to their work or revealing issues too big to tackle. Core-Growth Customers: Some customers are more profitable than others. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Comm100

JANUARY 11, 2023

The top markets currently profiting from chatbots include: Real estate: 28%. In research conducted by the non-profit organization Partnership on AI , employees were surveyed after experiencing AI in different workplace scenarios. Travel: 16%. Education: 14%. Healthcare: 10%. Finance: 5%. million USD in 2022.

Customer Service 87

Customer Service Healthcare AI Artificial Intelligence 87

Callminer

SEPTEMBER 14, 2020

Business analysts are involved in activities such as relationship building, process evaluation, requirements gathering, process improvement, scope definition, requirements documentation, non-technical and technical design, scope management, project support, charting future direction and road mapping.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

InteractionMetrics

MAY 28, 2019

For example, if you have contact centers, instead of surveying customers about their interactions, apply statistically-valid analysis to your calls, emails, and chats. It gives a concrete example of an objective versus a non-objective survey question. Your customers will feel heard and your organization will profit.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

Steven Van Belleghem

NOVEMBER 28, 2023

Or that that fabulous looking polyester dress you wanted to buy is made from petroleum, a non-renewable resource that’s not biodegradable and can release microplastics into the environment. Wade Foster, CEO of workflow automation company Zapier, spends time every week in the contact center working through customer support calls.

CX 62

CX Customer Experience Entertainment Gaming 62

ClearAction

DECEMBER 31, 2017

It’s all about longer, more profitable relationships between your company and your customers. The organic route is most profitable because early investments you make to empower that eagerness have long-lasting, significant residual impact. So what’s the recipe for it? and I expected. happened, and now. is my consequence.”

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Callminer

MAY 11, 2020

Her clients include Microsoft, Virgin, The New York Times Company, Colgate, and venture-backed startups, as well as non-profit organizations. Paige Arnof-Fenn is the founder & CEO of global marketing and branding firm, Mavens & Moguls , based in Cambridge, MA. She graduated from Stanford University and Harvard Business School.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Comm100

DECEMBER 12, 2017

Customer experience is often more powerful than other factors that can be used to increase profits, for example, lean manufacturing and product research, so it’s worth paying attention to. The only way to know when customers are experiencing difficulties is if they contact your contact center. Respond in Real Time.

Customer Experience 43

Customer Experience Net Promoter Score Non-Profits Start-ups 43