Intercom, Inc.

MAY 18, 2021

To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. People have grown jaded by claims about “ email, reinvented ”, “ project management, reinvented ”, and the like. It’s no secret in tech that everyone is a big fan of their own work. Enter Forrester.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Contact Center 246

Contact Center Outlook Gaming Education 246

Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me New guides in the Knowledge base to level up your Lumoa experience ????

Start-ups 83

Start-ups AI Voice of the Customer 83

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. They also share and compare their experiences with your business against the biggest brands in the world. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . We broke down the reasons why support teams need to balance customer experience and efficiency , and how you can find an equilibrium. .

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Zendesk

JULY 12, 2023

The pandemic had a profound impact on people and industries across the world, with lasting changes to the way many people work and travel. Rising service costs: Backend operational costs are forcing the industry to charge more. Travel has now rebounded and, in some cases, even exceeded pre-pandemic levels. But this will not last.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. .”

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. Customer experience is how your customers feel before, during, and after what you do. Customers pay for their experience, not your product or service.

CX 78

CX B2C Hospitality Hospitality 78

Lightico

APRIL 4, 2024

It seems the automotive industry is nearly there with pre pandemic levels, with a remarkable surge in new car sales. However, amidst this landscape, auto lenders face a hidden challenge – managing the influx of deal jackets for loan and lease applications efficiently and compliantly, while keeping costs low to protect margins.

Finance 75

Finance Artificial Intelligence Data Entry Compliance 75

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This gives managers low confidence that their attention to your data will be productive. Managers receiving your report will be mis-led. These are revenue roadblocks.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

TeamSupport

APRIL 11, 2024

Within global commerce, the manufacturing industry is a foundational pillar driving innovation, growth, and progress. Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. Delivering an exceptional customer support experience is essential for business success.

Manufacturing 40

Manufacturing Social Media Customer Satisfaction Technology 40

Totango

NOVEMBER 15, 2023

out of 10 and more than 397 reviews on the site, Totango earned its spot as the best of the customer success software category thanks to testaments from our customers across industries and market segments. “ Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.”

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Comm100

OCTOBER 24, 2023

In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. One area where the industry has witnessed a dramatic transformation is in player support and communication. For instance, consider a VIP player encountering an issue during a peak gaming moment.

Gaming 92

Gaming Omnichannel AI Touchpoint 92

Qmatic

AUGUST 31, 2023

The digitalization of the healthcare industry has accelerated in the past few years and there’s no indication that this development will pace down in the near future either. The benefits of using technology, such as patient appointment systems, in hospitals and outpatient clinics are many.

Hospitality 95

Hospitality Hospitality Healthcare Technology 95

Intercom, Inc.

JUNE 7, 2022

. “Using live chat for sales means that you have an always-on lead qualification machine at your fingertips, allowing you to reduce the number of stages in your sales funnel without reducing lead quality or customer experience” Unsurprisingly, this traditional approach takes time. Learn more ?.

Sales 245

Sales Start-ups Touchpoint B2B 245

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 89

Sales Scorecard NPS Customer Acquisition 89

Execs In The Know

APRIL 25, 2024

Conversational AI, often referred to as chatbots or virtual assistants, has promised many industries that the exorbitant costs of human-led support would decrease significantly through the automation of customer interactions. years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service.

AI 52

AI CXM Engineering Business Operations 52

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Clear communication.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Zendesk

FEBRUARY 12, 2024

These digital platforms bring together a diverse range of perspectives from industry experts, CEOs, consultants, and front-line service providers, who discuss emerging trends, challenges, and effective solutions in customer service and support.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. Therefore, leading networks need to focus heavily on the role of the customer journey and understand this model in order to consistently create a great experience. . The Impact of COVID-19 on Telco CX.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Experience Investigators

APRIL 2, 2024

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it.

CX 40

CX Customer Experience 40

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Logicalware

NOVEMBER 9, 2023

Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference.

AI 69

AI CX Customer Experience Retail 69

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution! With the help of robust customer experience software !

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. The pandemic has forced a rapid change in an industry that has been long dragging its feet. Jeannie Walters , CX Expert & Speaker, CEO of Experience Investigators.

Contact Center 147

Contact Center CX Innovation Technology 147

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Jeremy Watkin is a contact center industry leader with over two decades of experience. Peter Ryan is a renowned BPO consultant who has been at the forefront of the services industry for over a decade. Explore Contact Center Trends for 2021.

Contact Center 142

Contact Center Customer Experience AI CX 142

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Call center managers can establish benchmarks by setting goals for their call center metrics , also known as key performance indicators (KPIs). Here are industry standards for call center benchmarks.

Technology 142

Technology Technology Customer Satisfaction Customer Experience 142

Totango

DECEMBER 20, 2023

The onboarding experience was in-depth and thorough. Intuitive user experience : The clean, easy-to-navigate interface and thoughtfully designed user experience make Totango a preferred choice for users. Sign up for a demo today to join the thousands of users who have made Totango a leader in the CS industry.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. So, when they change, management tends to take notice. We had to listen to that. The Crisis has Fostered a Sense of Empathy.

Contact Center 159

Contact Center NPS CX Customer Service 159

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Historic Call Center & Customer Experience Trends. That includes our experience as customers.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Shep Hyken. Jeanne Bliss. Customer Think.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Zendesk

JULY 26, 2022

Business development (BD) didn’t really become mainstream in the sales industry until the 2000s, and even now, unless you work in BD, most people don’t know what it is. Business development teams and reps aren’t as understood as other sales industry teams, largely because not every company has or needs one. Market and industry trends.

Social Media 96

Social Media Sales CRM Start-ups 96