Inside Customer Service

DECEMBER 7, 2023

You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. They fail to reinforce the training and employees quickly go back to their old habits. This problem plagued me for years until I found a solution.

Customer Service 227

Customer Service Start-ups 227

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees. Educating, engaging and empowering employees. Download eBook.

Contact Center 246

Contact Center Outlook Gaming Education 246

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Inside Customer Service

DECEMBER 22, 2022

Tip #1: Learn from experience Make a list of the top reasons that customers get disappointed. Think about your experience with each item on the list. Based on your experience, when could you have known each thing was going to happen? Paul knew from experience that rain immediately took away the shine of a freshly detailed car.

Transportation 210

Transportation Construction Sales Customer Experience 210

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? But employees do care.

Customer Experience 116

Customer Experience AI CX Technology 116

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

AI 48

AI Contact Center ML Artificial Intelligence 48

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 134

Retail Customer Experience Technology Technology 134

Fonolo

DECEMBER 15, 2022

When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. These solutions address basic queries and interactions, so agents can focus on bigger issues.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Hodusoft

MARCH 21, 2024

Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. They need a solution that can help them deal with challenges effortlessly and maintain their repute in the market. Don't Let Challenges Sink Your BPO! from 2021 to 2028. Let’s get started.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Logicalware

NOVEMBER 20, 2023

The shift from on-premises setups to CCaaS is not merely a trend; it’s a strategic move to unlock cutting-edge technologies, enhance the employee experience (EX), and ultimately, elevate the customer experience (CX). In practical terms, for every 10 employees hired, four or more are lost annually, inevitably impacting CX.

AI 52

AI CX Technology Technology 52

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

DMG Consulting

MAY 10, 2023

It can include content from internal (databases, documents, manuals, training materials, policies, procedures, best practices, employees, etc.) Knowledge management solutions transform data and other information into knowledge assets (also referred to as “articles,” “content,” or “objects”).

Contact Center 62

Contact Center Artificial Intelligence Machine Learning AI 62

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

AI 52

AI CX Retail Customer Service 52

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

Zendesk

FEBRUARY 6, 2024

Artificial intelligence has the potential to not only improve the customer experience but also drastically improve the admin and service operations experience. Tymeshift is the ideal workforce management solution, as it automatically schedules agents to meet AI-forecasted needs based on historical and real-time data.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Experience Investigators

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Its role in facilitating quicker, more effective customer feedback interpretation and influencing overall customer experiences cannot be overstated.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

Shep Hyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

CX 112

CX Technology Technology Omnichannel 112

Fonolo

FEBRUARY 2, 2023

While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to create a friction-free experience for your customers. NICE in Contact This cloud suite is great for contact centers looking to offer an omnichannel experience.

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. We partner with a variety of vendors across categories to provide our customers with a broad ecosystem of solutions based on demand.

Finance 91

Finance Customer Retention Sales Technology 91

Logicalware

APRIL 20, 2022

“If we want to be the customer’s problem solver, then we have to be empathetic, solution-oriented and positive. Happy employees = good service. Garth smiles with enthusiasm when talking about his workplace and its highly engaged employees. Bespoke multichannel solution. A new call centre. Delighted customers.

Customer Service 98

Customer Service Customer Satisfaction Customer Survey Customer Relationship 98

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

SurveySensum

JANUARY 1, 2024

You know engaged employees are 67% more likely to be advocates for their company. This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). But how to use VoC to motivate employees, and why is it so important for them? Let’s find out!

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

Fonolo

FEBRUARY 27, 2023

Customers are the ones in charge, demanding control over their support experience. “At The customer voice needs to come into play here to determine what is a candidate for personal touch; to be able to personalize that whole experience.,” They only want these solutions if they make their lives easier.

Contact Center 142

Contact Center CX Gaming AI 142

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. Many of us had to make the difficult decisions to reassign, furlough or lay off employees.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We recently had a guest on the podcast who has a solution for situations like these. Video can be the untapped jewel of your experience design. Then, the two can look at the situation and work together on a solution.

Contact Center 88

Contact Center Net Promoter Score Customer Experience Engineering 88

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

Execs In The Know

MARCH 7, 2024

With the advent of generative AI-powered solutions, financial institutions can create a feedback loop between customer data and interactions, allowing organizations to anticipate customer needs, tailor recommendations, and resolve inquiries in real time.

AI 111

AI Actionable Insights Innovation Compliance 111

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Hodusoft

MAY 11, 2022

PBX systems have always been the solution to this emerging challenge. While both have their pros and cons, businesses must evaluate them in light of their requirement to choose the ideal communication solution for their business. Before deciding on the most suitable solution for your business, let’s dive into a comparative study.

CX 98

CX Government Actionable Insights Omnichannel 98

Totango

JULY 26, 2022

This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well. By implementing the right customer success technology, companies can empower their employees across the organization to become CS creators.

NPS 111

NPS Sales Innovation Technology 111

Zendesk

DECEMBER 15, 2023

Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals. They make sure that employees are performing efficiently, that everyone is meeting company initiatives, and that the business achieves current and future goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Fonolo

AUGUST 29, 2018

For years we have been preaching that it is the whole experience, including back office and billing, that the affects the customer and we are gratified to see that organizations have come this realization. You cannot satisfy customers with disengaged employees. Annette Franz – Customer Experience Consultant, Speaker and Author.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Comm100

APRIL 10, 2024

Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84