Uniphore

JUNE 9, 2021

Empower them to perform at the highest level with employee-first tech. Look at Your Tech Through a Human-centric Lens. Here’s how to get your tech working for your employees, and not the other way around. Check out the definitive guide to empower your agents and win customers. Download Now.

Contact Center 246

Contact Center Education AI Start-ups 246

Customer Think

JULY 29, 2023

While brand loyalty and high switching costs used to be reliable drivers of B2B customer retention, it doesn’t hold the same weight for today’s generation of tech-savvy, agile customers. The B2B customer base has shifted dramatically in just a few short years.

B2B 98

B2B Customer Loyalty Customer Retention 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 91

B2B ML CRM Customer Relationship Management 91

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Maintain sales hygiene by integrating with the other essential tools in your sales tech stack to ensure that your data is always up-to-date and synchronized.

Sales 245

Sales Start-ups Touchpoint B2B 245

Intercom, Inc.

JUNE 22, 2021

Below, we take a closer look at the top three trends in the sales tech landscape to consider when choosing the right software for your sales organization. As we reached the first anniversary of the pandemic, customer expectations were still riding high, while their tolerance for poor sales service was considerably lower.

Technology 233

Technology Technology Sales Customer Expectations 233

Zendesk

MAY 8, 2023

Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. But despite budgetary challenges, tech companies have reason to hope. CX remains a critical business differentiator, especially for tech companies. “That amounts to about $1.3M ” Read the story 2.

AI 98

AI CX Customer Satisfaction Omnichannel 98

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. If it’s not applied the right way, the mere existence of a tech tool will not save the day in your contact center.

Contact Center 81

Contact Center Data Entry Technology Technology 81

Intercom

NOVEMBER 16, 2023

The outcome is clear – a journey riddled with pain points, high volumes of complaints, frustrated employees, and unsustainable turnover rates, all of which significantly contribute to a mediocre customer experience. And actually, some of the tech is not quite there yet. rise in customer satisfaction. It’s all about balance.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Execs In The Know

APRIL 22, 2024

What happens a year from now, when you are set to unveil your grand transformation and it turns out you’re unveiling something three tech-generations behind? Moreover, consider the implications of signing a long-term contract with one tech provider, only to find out a few months later that your shiny new system is already outdated.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Innovation CX 52

Uniphore

JUNE 15, 2021

High Stress. High Stakes. Faced with the growing challenges of training and retaining high-performing employees, customer operations leaders are often stuck between a rock and a hard place. Tech Experts Can usually resolve their own concerns with minor assistance. High Tech Hell. Call Center Life.

CX 162

CX Social Media Contact Center Actionable Insights 162

Customer Think

JANUARY 31, 2024

Helen Fanucci, a sales leader with 25+ years in the high-tech industry and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” discusses the importance of trust in sales, effective targeting strategies, and the role of collaboration in team selling.

Sales 52

Sales 52

Intercom

FEBRUARY 1, 2024

Customer expectations for customer service have reached an all-time high, with 87% of support teams reporting that customer service expectations have increased in the past year. Having a really high-quality chatbot that’s available 24/7 is possible, and it’s easy. I think we’ve crossed the threshold in 2023.”

Customer Service 97

Customer Service AI Technology Technology 97

Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. And in the tech world, the answer is simple: nowhere to go but up! And they’ll open up more of their operations to tech vendors as well. 1 tech trend for 2022.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Zendesk

MARCH 22, 2022

Finding a good position in tech sales isn’t easy, but it’s not impossible. The tech industry is constantly churning out new products to sell, and it needs good salespeople to communicate the value of its products to a public overwhelmed with options. How to get a job in tech sales—the basics. Tech and IT services.

Sales 98

Sales Real Estate CRM Technology 98

Fonolo

FEBRUARY 29, 2024

” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less. economy, which is creating a high employment situation, driving up wages and making it harder to hire for call center positions, especially entry-level ones.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Customer Think

JULY 15, 2021

This applies to high-tech inventions as well. The wheel may be one of humankind’s greatest innovations, but keep in mind that it’s what the tool can do – not the tool itself – that guides history.

E-commerce 132

E-commerce Retail Innovation Customer Loyalty 132

Helpt

AUGUST 25, 2023

Picture this: you scan down the budget sheet, and there it is—tech support. Now hold on a second before you turn your tech support into a DIY project or outsource it to the lowest bidder. As much as we'd love to think of tech support as just a fancy term for restarting gadgets, it's actually the lifeline of a well-functioning business.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

Zendesk

MARCH 16, 2022

With the tech industry expanding exponentially, sales companies are on the hunt for tech-savvy, down-to-earth sales representatives who know what it takes to explain big tech to big companies. They often negotiate high-value enterprise-level B2B sales. Assisting established clients with product/tech installation.

Engineering 98

Engineering Sales B2B Education 98

Helpt

FEBRUARY 2, 2024

In the world of tech support, the ability to effectively manage customer interactions is pivotal. Mastering the Art of Ticket Noting in Tech Support Clarity and Consistency are King Before delving into the tools and processes that enable effective ticket noting, it's crucial to understand why clarity and consistency are indispensable.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Customer Bliss

AUGUST 30, 2021

With the stratospheric increase in high tech solutions to ‘take care’ of customers, the need for high touch has also escalated. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence.

Start-ups 124

Start-ups CX Technology Technology 124

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. As consumers, we know full well just how high our expectations are – we want quick, personal support, 24/7.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

NOVEMBER 13, 2019

Recently our internal tech support team found themselves in this situation while providing support to our 650-person team spread across five offices and timezones. Our tech support team’s Custom Bot. Our tech support specialists have all the details they need the minute they pick up the conversation. The result?

Start-ups 143

Start-ups Education Business Operations Sales 143

Intercom

AUGUST 11, 2022

“In-context support is the key ingredient your support tech stack is missing” In-context support is the key ingredient your support tech stack is missing. We hope you’ll find this guide is anti-fluff and high on nutritional need-to-know advice for thriving in the digital age.

Customer Loyalty 118

Customer Loyalty Start-ups Customer Expectations Customer Experience 118

Experience Investigators

SEPTEMBER 26, 2023

We’ll also take an exciting trek into the strategy of Lego’s adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon’s latest offering – end-to-end supply chain management. This is the new age of customer experience, and we don’t want anyone to be left behind.

CX 98

CX Technology Technology Customer Experience 98

DMG Consulting

FEBRUARY 19, 2024

These insights are very relevant to contact centers, and they help explain the extremely high levels of dissatisfaction in these operations today in the U.S. Significantly more women than men work in contact centers, with the exception of IT and other high-tech environments. (To and many other countries.

Contact Center 48

Contact Center Sales Customer Service 48

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. As we know, we’re in the middle of a tech industry slowdown. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Uniphore

JUNE 10, 2021

Make Legacy Tech Work Smarter. 13% High Call Volume. Basing automation tech “success” on the employee experience. Use Self-Service to Handle High Call Volume. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Transition to work-at-home with legacy technology.

Contact Center 246

Contact Center Outlook Gaming Education 246

Intercom

DECEMBER 18, 2023

Understanding their fears is key to continuing to provide high quality support and letting go of resentment. Intercom’s customer service has always been satisfactory and that is something you don’t usually expect from a big tech company. We had funny moments explaining we were a tech company ?

Customer Service 98

Customer Service 98

Hodusoft

MARCH 22, 2024

This quote reinforces a stat released by Deloitte which found out high-quality customer experience (CX) can reduce as much as one-third of the cost of serving customers. When customers experience better quality of service, they are four times more likely to refer a friend and five times more likely to buy again, reveals recent data.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Helpt

JANUARY 16, 2024

Introduction So you've decided to outsource your tech support? Or maybe the decision was influenced by the high costs associated with hiring and maintaining a full-time, in-house IT staff. This model typically means that your tech support needs are managed by a provider who may not be located on your premises, often operating remotely.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

Uniphore

JANUARY 4, 2022

The MIT Tech Review recognized him as one of the ‘Innovators Under 35’. Moni is a firm believer that time is a resource that companies in high-growth mode cannot afford to waste. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Moni resides in Mountain View, CA.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Taylor Reach Group

JULY 17, 2017

While some of the most celebrated sci-fi authors and respected tech influencers predict a future struggle with synthetic organisms bent on the destruction of their lesser intelligent creators, my greater concern is for an autonomous cab refusing me service because I’ve been segmented as a likely non-tipper. (I I see you, Uber.).

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. High call volumes and angry customers can easily stress out your agents. Storytelling, tech, lunch-and-learn sessions, job shadowing, and incentives are all fantastic training methods. Adopt a tech-forward mindset. Common Causes of Low Call Center Retention.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Execs In The Know

APRIL 9, 2024

While this growth in tech has been highly impactful, there’s one constant we can all appreciate: humans are still the heartbeat of any contact center and vital to delivering outstanding customer care. According to data from on-demand pay company DailyPay, turnover rates for care/support roles in contact centers were reported as high as 87.6%

Contact Center 52

Contact Center AI Technology Technology 52

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. It’s important for leaders to establish high level priorities and give our people the guidance and the autonomy to figure out the “how”.

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. Or does this whole tech career thing support the writing? Architect, Tech Lead, Solver, and Right Hand. Brian: Great.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Fonolo

AUGUST 19, 2021

High turnover. Paired with stringent break policies and high call volumes , it’s easy for agents to feel overworked. Feedback is also essential for high performance. Listening to angry customers, hearing complaints, and managing high customer service expectations while being constantly watched can make anyone feel stressed.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148