Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Steven Van Belleghem

MAY 3, 2022

And as always, I wanted to write down my top insights here on my blog as well: Going above and beyond. Talking to Tom, it really struck me how Atlantis The Palm is all about continuously going above and beyond expectations to create ultra-memorable moments and extraordinary opportunities for their guests, every single day. am to 3.00

CX 109

CX Entertainment Sports Customer Feedback 109

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation.

E-commerce 130

E-commerce Innovation Compliance AI 130

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. AI chatbots understand customer intents and provide intuitive responses 24/7, across communications channels. What is Generative AI?

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

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.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Fonolo

DECEMBER 6, 2022

When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales . When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. Pine also says that people want goods and services to be commoditized.

Hospitality 78

Hospitality Hospitality AI Technology 78

Execs In The Know

JUNE 14, 2023

This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy. We will also touch on cutting-edge approaches and emerging technologies that enable organizations to enhance security while delivering exceptional customer experience.

ML 52

ML Artificial Intelligence Education AI 52

Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. As eCommerce grows, so too does its vulnerability to friendly fraud.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 84

Customer Experience Net Promoter Score NPS Education 84

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning. What Is Product Adoption?

Customer Retention 94

Customer Retention 94

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Callminer

APRIL 23, 2019

To ensure the quality of customer service. To train and evaluate call center staff. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? A high call abandonment rate may lead to customer churn, increased operational expenses, and low revenue. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Contact Center 67

Contact Center Event Planning Technology Technology 67

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service E-commerce Social Media 52

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Logicalware

AUGUST 16, 2022

Chatbots are one of the highest priorities for sales and customer service teams right now. . With almost 90% of customer journeys beginning online, they’ve become an essential channel for generating business leads and delivering customer support. However, many companies still struggle to get started with chatbots.

Engineering 98

Engineering Start-ups Sales NPS 98

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Train them a lot more than you do now. Remember the Nordstrom Way. Opportunity for career growth.

Retail 167

Retail Customer Experience Customer Service CX 167

Hodusoft

NOVEMBER 1, 2022

Customer service has become a competitive aspect for all businesses. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. FCR allows you to quickly determine how well a caller was assisted and what happened next. How important is FCR for businesses?

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

ProProfs

AUGUST 7, 2020

Realizing this, companies are spending more than before on employee training. The only way to improve performance, ensure retention, and achieve business growth is through employee training. To make the most of such programs, you first need to know the ins and outs of employee training and development. Read on to find out.

Innovation 98

Innovation Education Business Growth Start-ups 98

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Here are key strategies to consider when creating a Customer Success Journey Map: 1.

Customer Satisfaction 52

Customer Satisfaction Customer Relationship Customer Expectations Customer Service 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. And what can organizations do to improve performance toward higher customer satisfaction and better overall results? Vendor Manager Role.

Scorecard 98

Scorecard Government Contact Center CX 98

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. Improved Employee Engagement: When employees are happy, satisfied, and engaged in their work, it positively impacts the way they interact with customers.

CX 64

CX Technology Technology Construction 64

Totango

JUNE 10, 2022

Essentially, composability is the practice of architecting a business using modular, interchangeable pieces that allow for quick pivots and the ability to reimagine how the different parts and pieces can fit together. At Totango, we want to highlight the importance of composability for customer success. .

Start-ups 80

Start-ups Customer Experience 80