Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. The need for competent customer support is growing.

Contact Center 207

Contact Center Finance AI Innovation 207

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. What was once an optional add-on service is now a staple of virtually every online purchase.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Execs In The Know

APRIL 25, 2024

Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts? years, and very minimal progress has been made in releasing experiences for direct-to-consumer self-service. trillion by 2032. Air Canada ).

AI 52

AI CXM Engineering Business Operations 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

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. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

B2B 92

B2B ML CRM Customer Relationship Management 92

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 92

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 92

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. First, we’ll review what contract renewal is and what it means to automate the process.

Customer Retention 94

Customer Retention Start-ups Technology Technology 94

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again.

Start-ups 103

Start-ups Sales Customer Experience Customer Service 103

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Journey Map 77

Customer Journey Map Net Promoter Score B2B Social Media 77

Totango

MAY 17, 2022

We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. B2B sales software can include data from marketing, sales, customer service and customer success management interactions.

B2B 80

B2B Sales CRM Artificial Intelligence 80

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Retention 87

Customer Retention Construction Touchpoint Gaming 87

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 97

Net Promoter Score Customer Acquisition NPS Customer Journey Map 97

Execs In The Know

APRIL 8, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Contact centers have been hugely impacted by the Great Resignation, as has the entire service economy. A second use case would be self-service automation.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. How Easy Is It for Customers to Contact You?

Customer Satisfaction 89

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 89

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle. Research has shown that scores in this range correlate highly with customer retention.

Net Promoter Score 99

Net Promoter Score NPS Customer Satisfaction Customer Retention 99

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 104

Customer Experience E-commerce Technology Technology 104

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Server interruptions.

B2B 92

B2B Customer Service B2C Net Promoter Score 92

Zendesk

FEBRUARY 17, 2022

The buyer’s journey (sometimes called a purchase journey) describes the process a customer goes through to purchase a product or service. Mapping out the journey provides an in-depth view of how your potential customers behave at every step in the buying process. They might even consider not listening to music while they run.

Social Media 98

Social Media Sales Education CRM 98

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. Information about the client’s products and services, features, and benefits. A review of the client’s automation needs and technology tools. What Is a Client Onboarding Questionnaire? An analysis of the client’s workflow.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 73

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 73

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 102

Customer Feedback Net Promoter Score NPS Voice of the Customer 102

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success.

B2B 80

B2B B2C Technology Technology 80

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again.

Start-ups 79

Start-ups Sales Customer Experience Customer Service 79

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 100

B2B Customer Journey Map Social Media Net Promoter Score 100

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Ameyo Callversations

AUGUST 16, 2022

Whatsapp marketing is a type of marketing that relies on using WhatsApp as a tool for communication with your customers. Another way businesses can use WhatsApp is to keep customers updated on what’s happening with the Business. But what If you find an alternate platform with more users than two of these combined? Its WhatsApp.

B2C 52

B2C Sales Innovation B2B 52