Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. The advantages of live chat 1.

AI 94

AI Customer Service Sales Customer Satisfaction 94

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. Those awkward silences.

E-commerce 130

E-commerce Innovation Compliance AI 130

MattsenKumar

OCTOBER 12, 2023

Our blog post discusses outsourcing customer service to meet modern expectations. As per data by Helplama , 54% of all companies use third-party support teams to connect with customers. Companies investing in automation tools have experienced high customer satisfaction.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

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

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

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 102

Education Technology Technology Start-ups 102

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 97

Start-ups Technology Technology CRM 97

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

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Accessible.

Customer Experience 89

Customer Experience Omnichannel Social Media CX 89

Fonolo

MARCH 7, 2023

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for an agent’s response and lightens the load on your customer support team. Hats off to the team at Aspect!

Social Media 87

Social Media AI Technology Technology 87

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 93

B2B ML CRM Customer Relationship Management 93

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. From technological hurdles to changing market dynamics, BPOs constantly face a bombardment of obstacles that can either make or break their success. from 2021 to 2028.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Hodusoft

DECEMBER 13, 2023

Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. Read on to know more.

Compliance 64

Compliance CRM Artificial Intelligence Customer Relationship Management 64

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 104

CRM Customer Retention Start-ups Touchpoint 104

Hodusoft

FEBRUARY 22, 2024

Being third-party companies, MSPs remotely manage a business’s information technology (IT) infrastructure and end-user systems. The advent of IP PBX telephony systems has revolutionized the way MSPs run their business operations and provide customer support to their clients. And all credit goes to IP PBX systems.

Innovation 52

Innovation Technology Technology Gaming 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

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

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

Win the Customer

JULY 11, 2023

These technological innovations have not only simplified financial transactions but have also revolutionized the way we manage our money. These technological innovations have not only simplified financial transactions but have also revolutionized the way we manage our money.

Finance 52

Finance Artificial Intelligence Innovation Technology 52

Hodusoft

APRIL 24, 2024

In this blog post we will discuss everything about ISDN, starting from its origin and evolution to how it works, its pros and cons, and the alternatives. ISDN-E leverages Ethernet technology to deliver ISDN services over high-speed internet connections. But did you know that it is going to be phased out by 2025?

Start-ups 52

Start-ups Technology Technology Gaming 52

Hodusoft

FEBRUARY 16, 2024

IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences. So, let’s get started.

Customer Experience 52

Customer Experience Sentiment Analysis Artificial Intelligence Technology 52

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

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Together, the group was able to challenge the “status quo” and inspire innovation through COMMUNITY, CONNECTION, and BALANCE.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

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

CommBox

OCTOBER 18, 2023

In this blog, we’ll dive into this new era and explore how embracing Generative AI can benefit customer service and support teams, and why it’s a crucial tool for staying ahead in the competitive landscape. Both technologies are essential to achieve higher levels of personalization, customer satisfaction, and business efficiency.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

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 97

Net Promoter Score Education NPS Start-ups 97

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