Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. Businesses today walk on a tightrope when it comes to customer service and efficiency. On one side, a capable workforce is always available to meet consumer demand.

AI 52

AI Customer Satisfaction CX Construction 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. Now, embracing AI, you’ll be able to deliver faster time to value and improve both the efficiency and effectiveness in helping your customers achieve their outcomes.

Innovation 98

Innovation AI Engineering Sales 98

Execs In The Know

JANUARY 17, 2024

Reducing Operational Costs and Boosting Revenue The integration of AI, particularly platforms like Knowbl, isn’t merely a customer-centric strategy; it’s a strategic move that holds the potential to revolutionize a company’s operational landscape.

AI 52

AI Innovation Gaming Social Media 52

Hodusoft

OCTOBER 22, 2021

One of the most important factors that determine a call center’s efficiency is productivity. The ability to deliver better customer service enhances when the customer service team members are happy, fulfilled, and motivated. Boosting employee engagement and creating a positive outlook about work can be useful to the team.

Social Media 122

Social Media Outlook Customer Satisfaction Contact Center 122

SurveySensum

MARCH 11, 2024

A happy workplace not only improves individual feeling good, but also lays the groundwork for increased productivity, creativity, efficiency, and teamwork. Furthermore, companies should prioritize transparency and accountability in the feedback process, ensuring that employees see tangible outcomes resulting from their input.

Finance 52

Finance 52

Totango

MAY 10, 2022

B2B executives and stakeholders are engaged when they see that product usage is helping their company achieve its business goals efficiently and cost-effectively. Use a customer journey map to structure your client engagement plan and identify success outcomes and best practices for each stage of engagement.

Customer Journey Map 76

Customer Journey Map Net Promoter Score B2B Social Media 76

SurveySensum

JANUARY 1, 2024

Well, these stats show a direct connection between team engagement, understanding your customers, and the success of your business. When your team understands your customers better, they’re more motivated. Why Does VoC Matter for Team Motivation and Engagement? It’s like uncovering the hidden code to success!

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

Customer Service Life

MAY 11, 2022

Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. For those that may not know, AnswerBot works in a couple of different ways to help boost customer self-service. Continuously improving the content. Applying Creativity to an Unintended Consequence.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Execs In The Know

JUNE 7, 2023

Importance of Generative AI Many CX leaders acknowledged the potential of generative artificial intelligence (AI) in driving efficiencies. A Focus on Efficiency and Cost Control With the pressure of cost control from stakeholders, businesses are shifting their goals towards efficiency.

CX 85

CX Compliance Artificial Intelligence AI 85

Hodusoft

SEPTEMBER 21, 2022

You can enhance the efficiency of your outbound calling by investing in reliable outbound call center software. Let’s take a look at how the features of outbound calling software can boost conversion rates of outbound calling. However, it’s essential to identify the right metrics to drive such outcomes. Average call duration.

CRM 96

CRM Actionable Insights Business Growth Sales 96

Zendesk

AUGUST 10, 2022

Investing time and energy to standardize asset management improves efficiency and productivity, upskills employees, and helps ensure that your organization is equipped to offer a differentiated customer experience—one that is meeting or exceeding expectations. Standardized processes boost efficiency.

Compliance 98

Compliance Actionable Insights Business Operations Customer Service 98

Execs In The Know

JANUARY 18, 2022

The virus not only tangled supply chains and sent consumers pouring into online channels, it also forced many CX teams to suddenly shift away from highly controlled call centers and disperse into remote work arrangements. How are customer operations teams inadvertently sabotaging team productivity and undermining customer value?

CX 52

CX Compliance Touchpoint Customer Satisfaction 52

Execs In The Know

JANUARY 18, 2022

The virus not only tangled supply chains and sent consumers pouring into online channels, it also forced many CX teams to suddenly shift away from highly controlled call centers and disperse into remote work arrangements. How are customer operations teams inadvertently sabotaging team productivity and undermining customer value?

CX 52

CX Compliance Touchpoint Customer Satisfaction 52

CommBox

FEBRUARY 9, 2022

Using efficient tools is critical to engage with customers wherever they are and sell across channels 24/7. . This article will share interesting facts about sales and provide essential tips on getting more leads and boosting conversions to sales. . How to Use Chatbots and Omnichannel Solutions to Boost Sales .

Sales 98

Sales Omnichannel CRM Finance 98

SurveySensum

FEBRUARY 29, 2024

Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. It’s a win-win – employees feel good about their gig, and the company reaping the benefits of a pumped-up and loyal team.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Ameyo Callversations

MAY 19, 2022

For sectors such as travel, hospitality, and retail, AI chatbots are leading the way for sales efficiencies. Both internal and external AI-powered chatbots are extensively used to solve key enterprise problems by improving efficiency, productivity, and transparency. AI Chatbot and its Importance. Automated Smart Routing.

AI 52

AI Sales Artificial Intelligence ML 52

SurveySensum

AUGUST 25, 2023

This dynamic relationship, often influenced by a CSAT platform , can significantly shape the outcome So today, let’s look at the human side of strategy: How does employee engagement impact customer satisfaction , and how can you benefit from this interaction? And an efficient customer satisfaction feedback platform can be of great help.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)? Persuasion Skills.

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Intercom, Inc.

DECEMBER 21, 2021

Some of our achievements and milestones over the past 12 months include: We continued to launch amazing new features, such as Conversation Topics , Multichannel Transactional Messaging , and a best-in-class WhatsApp integration for Support teams. Like many others on the team, I love a good pun. Zara Burke , Lead Editor.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Comm100

SEPTEMBER 7, 2022

SMS messaging has taken off among customer service and support teams too, and the reasons are straightforward. In this blog, we’ll look at some of the top ways that customer service and support teams are using SMS customer support today. When SMS is adopted by customer support teams, the speed of support is vastly improved.

Customer Service 52

Customer Service Customer Feedback Start-ups CX 52

SurveySensum

FEBRUARY 14, 2024

Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction. By carefully evaluating employee feedback tools, you can choose one that aligns with your organization’s needs, facilitating efficient collection and analysis of feedback.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

CommBox

JULY 6, 2021

A number of factors including the need for a seamless consumer experience, better engagement, and the desired business outcomes will drive the need for more journey analytics insights. . The more detailed brands can dive into the customer journey, the better the outcome. Boosting customer acquisition. Source: Data Bridge.

Touchpoint 98

Touchpoint CX Social Media Customer Acquisition 98

Zendesk

SEPTEMBER 3, 2021

National Customer Service Week is the first full week in October that celebrates the value of customer service, and most importantly, the teams on the frontlines of the customer journey. Customer Service Week recognizes the impact of good customer service and the hard work of the teams making those experiences happen every day.

Customer Service 94

Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

SugarCRM

OCTOBER 19, 2023

Mulliken , Chief Information Officer of Paytime, and his partner Chris Raffle , co-founder of Upsert, teamed up to revolutionize how their company manages customer interactions. Automation: The Backbone of Efficient Operations Efficiency and accuracy are paramount in the payroll industry, where every customer interaction is sensitive.

Case Management 29

Case Management CRM Customer Satisfaction Sales 29

Execs In The Know

MAY 22, 2023

We’ll also provide useful insights into best practices for leveraging this strategy so that you can make decisions about improving your CX team’s performance now and into the future. This can result in increased productivity and efficiency, allowing them to serve customers more effectively and promptly.

CX 64

CX Technology Technology Construction 64

Zendesk

NOVEMBER 1, 2022

As part of Zendesk’s survey of almost 5,000 customer service decision-makers around the world, we asked questions about the attitudes, behaviors, and outcomes regarding their people, processes, and data/technology. Of course, the names are less important than the challenges you resonate with and the hurdles your team is looking to overcome.

Net Promoter Score 52

Net Promoter Score CX AI Business Operations 52

Execs In The Know

OCTOBER 15, 2023

You can optimize touchpoints for increased satisfaction and efficiency by identifying places where AI can improve interactions, expedite procedures, and create a seamless customer experience. The right combination is found in critical components that produce insights, provide efficiency, and promote loyalty.

AI 52

AI Artificial Intelligence CX Compliance 52

Totango

JULY 31, 2020

An efficient, optimized SaaS onboarding process can: Increase customer engagement by encouraging product usage and/or license utilization. Boost retention rates by demonstrating value early—that first impression can play a major role in a customer’s decision later on to leave or to stay. Right Value, Right Time.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Hodusoft

NOVEMBER 29, 2022

The modern-age call center automation software has been designed to streamline and automate manual and repetitive tasks and optimize the overall efficiency and productivity of call centers. It automates different tasks as well as ensures seamless team collaboration. How does a Call Center Automation Solution Drive Business value?

Data Entry 52

Data Entry CRM Business Operations Compliance 52

Intercom, Inc.

JUNE 9, 2022

We’ve recently kicked off a series exploring the thought process behind them , tackled by the people who do the work every day – our own R&D team. And while they may be talking about different tenets and teams, it all stems from the same goal – going back to the building blocks that allow us to better solve problems for our customers.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Zendesk

OCTOBER 20, 2023

In order for businesses to efficiently and systematically achieve the criteria above they should create customer success plans. Customer success plans can boost customer satisfaction , improve customer retention , lead to future sales, create brand advocates , and increase customer lifetime value (CLV) for your business.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Sales 52

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Marketing becomes to 10 to 20% more efficient and costs are reduced. Leaders also take this one step further by doing this in real time.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Employee engagement is a measurement of how emotionally invested employees are in their job responsibilities and how committed and dedicated they are toward their team and organization. If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Zendesk

OCTOBER 13, 2023

The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. Some important components of playbooks include: Objectives: the desired outcome the playbook should achieve.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Hodusoft

SEPTEMBER 23, 2021

Often you may feel running machines is an easier task than managing a call center customer service agent team. Many organizations face the issue of low call center productivity even after spending millions in boosting CX and call center Agents productivity. A focus on high call quality will give you a better outcome than call volume.

Contact Center 52

Contact Center CRM Customer Service Customer Experience 52

SurveySensum

MARCH 14, 2024

With customers changing their minds faster than you can say “new trend,” keeping them happy should be a priority for any business looking to boost their customer satisfaction, and customer satisfaction surveys are the way to do it. Did our software help you achieve your desired outcomes or goals? Let’s explore further!

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52