Execs In The Know

NOVEMBER 22, 2022

With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever. Multilingual operations can compound existing challenges within a contact center, but that’s no reason to avoid native-language support.

Contact Center 98

Contact Center CX Technology Technology 98

Hodusoft

FEBRUARY 29, 2024

MSPs must ensure that their call center is equipped with the right type of technology tools. In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Totango

MARCH 1, 2022

Despite these challenges, the technology industry is filled with incredible opportunities for women – not to mention the limitless benefits that women bring to the industry. What kind of support do women need in order to advance in this industry? Did you know that while women make up more than 50 percent of the U.S.

Education 104

Education Technology Technology Start-ups 104

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. For partners who have invested in building quality apps for our mutual customers, the program unlocks new sales and marketing opportunities, plus more technical benefits, to enable you to get maximum value from your app.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Announcing ‘The Intercom Customer Support Trends Report for 2022’. Well that was quite the year. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

MARCH 15, 2022

Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls.

Start-ups 98

Start-ups Technology Technology CRM 98

CX Accelerator

NOVEMBER 11, 2022

Once the strategy has been developed, negotiation and influencing skills are required to garner support from executives and get them to contribute investment and remove roadblocks. Customer experience is multi-disciplinary. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.

CX 307

CX Customer Journey Map CX Transformation Government 307

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy.

B2B 94

B2B ML CRM Customer Relationship Management 94

Totango

JULY 8, 2022

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. And to do this, you need to invest in self-service, digital-first CS technology that enables company-wide CS innovation.

CRM 106

CRM Customer Retention Start-ups Touchpoint 106

MattsenKumar

JULY 31, 2023

The financial technology (FinTech) industry has developed rapidly in recent years, providing innovative and convenient solutions for customers. A vital aspect of this experience is through call centers, where customers can receive support and have their queries answered.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Retention Technology Technology 89

Execs In The Know

MARCH 25, 2022

Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. This blog post shares some key actions in each of these areas to help your organization improve the WFH Hybrid experience. Technology Checklist. What’s working and not working when employees are remote?

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Callminer

DECEMBER 17, 2019

Although most of your business’s tools and employees may work well together, there can still be a need for internal support providers who can give guidance or link distant divisions together efficiently in the event of difficulties arising at any time. The need for competent customer support is growing. Better Agent Performance.

Contact Center 207

Contact Center Finance AI Innovation 207

Execs In The Know

SEPTEMBER 29, 2023

While we’ve seen groundbreaking enhancements in customer interactions and operational processes in companies like GoDaddy , it’s essential to ensure that technology solutions align with organizational goals and values, and that they cater to the needs and experiences of end-users. Let’s dive in.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

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

Win the Customer

SEPTEMBER 8, 2023

In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success. A seamless and positive CX reassures customers that your startup is reliable, dependable, and worthy of their investment. A superior CX sets you apart.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. Several factors have contributed to this declining trust in government.

Government 78

Government Social Media Artificial Intelligence Legal 78

Logicalware

AUGUST 16, 2023

In the era of rapid technological advancement, the synergy between artificial intelligence (AI) and customer service has revolutionised the way businesses interact with their customers. Puzzel’s generative AI-powered Co-pilot tool offers comprehensive support to bot administrators, assisting them in a host of tasks.

Artificial Intelligence 52

Artificial Intelligence AI Innovation Customer Satisfaction 52

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

AI 65

AI Contact Center Technology Technology 65

Zendesk

JULY 12, 2023

For most people, it’s a dazzling and fascinating new technology that promises to upend the world as they know it. Having founded four AI/ML startups, he possesses a deep understanding of not only the genesis of these technologies but also how to implement them.

AI 52

AI ML Artificial Intelligence Machine Learning 52

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. We take care of most of Intercom’s backend technologies.

Engineering 192

Engineering Technology Technology Start-ups 192

Totango

DECEMBER 28, 2021

The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team. This, in turn, depends on how much you invest in training your team. Check-in Frequently with Your Current Customers .

Net Promoter Score 98

Net Promoter Score Education NPS Start-ups 98

Totango

MAY 17, 2023

During our conversation, Andy illustrated how Veriforce is choosing to invest in more effective collaboration at the onboarding stage. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities.

Sales 109

Sales Sports AI Touchpoint 109

Execs In The Know

MARCH 31, 2023

The agent effort score measures the ease with which a customer service team can support their customers. In this case, investing in better technology and streamlining processes can lead to improved agent satisfaction, which in turn will positively impact customer satisfaction. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Hodusoft

JULY 13, 2022

In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System. How Does An IP PBX System Help Real Estate Businesses Thrive? What is an IP PBX System?

Real Estate 105

Real Estate Finance Technology Technology 105

Fonolo

MAY 23, 2023

And they’ll reward businesses who invest in hyper-personalized service with their loyalty. And they’ll reward businesses who invest in hyper-personalized service with their loyalty. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. Joseph A.

Net Promoter Score 111

Net Promoter Score Customer Experience E-commerce NPS 111

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Key Imperatives for Support.

B2B 86

B2B AI Technology Technology 86

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. These resources include time, staff, technology, and processes.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

TeamSupport

MAY 11, 2021

This blog provides the highlights from their talk. Pete introduced the session by talking about why it’s so important to shift your focus to your existing customer base, what a positive impact it will make to your recurring revenue, and how today’s innovative technologies can help. Overall support demand grew by 10.6%

B2B 98

B2B Sales Gaming Education 98

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Prioritizing client engagement can help you anticipate support issues and avoid problems that could cause churn. It’s especially important to engage executives and stakeholders to ensure retention.

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

Customer Service 85

Customer Service Omnichannel Social Media AI 85

Totango

DECEMBER 28, 2020

Invest in the right customer success technology partner. Take advantage of Cisco incentive payouts (offset technology costs). Well, to start, it’s completely different from customer support. Invest in the Right Customer Success Technology Partner . Customer Success is a growth strategy.

CX 81

CX Start-ups Technology Technology 81

VOZIQ

FEBRUARY 3, 2021

The pandemic also exposed gaping holes in customer service technologies and processes. Modern desktops to better support agents. This blog talks about deploying new self-service modalities, digital touchpoints, data and analytics technology, and migration-to-cloud technologies.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Totango

FEBRUARY 11, 2022

Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital. Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy.

B2B 111

B2B B2C Customer Experience Net Promoter Score 111