Totango

FEBRUARY 23, 2024

When CMOs and CCOs form a partnership around their customer knowledge, marketing can focus on customer acquisition while CS focuses on retention, increasing customer lifetime value, and brand advocates who refer more prospects. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Customer Acquisition 94

Customer Acquisition Sales CRM Innovation 94

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. In this blog, we will explore everything related to inbound call center software. Additionally, the cloud-based solution eliminates large upfront hardware investments and ongoing maintenance costs.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. It involves putting oneself in the customer’s situation and letting this guide how the journey is shaped. Will it increase their satisfaction or decrease it?”

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. AI-powered chatbots shouldn’t be difficult to build either.

Customer Service 81

Customer Service Machine Learning AI Social Media 81

Comm100

MARCH 21, 2023

To learn more about the benefits of live chat, read A Comprehensive Guide to Live Chat Software. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website. In this blog, we break down the top performance metrics for chatbots that organizations should pay attention to.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Comm100

APRIL 2, 2024

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. – Product Expertise: Ensuring your team possesses in-depth knowledge of your products or services is another critical strategy.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

SurveySensum

JANUARY 26, 2024

Through insightful analysis, practical tips, and real-world examples, we aim to equip businesses with the knowledge needed to navigate and enhance their customers’ journey, leveraging the power of a robust customer feedback tool. Creating Decision-Centric Content : Develop comprehensive guides comparing your products with competitors.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Fonolo

MAY 30, 2023

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. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? That’s a goal on every call center manager’s radar these days!

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

TeamSupport

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Support case submission by web-based form is the top channel used, followed by phone and e-mail. Key findings indicate that. offer electronic-only support contact methods.

B2B 64

B2B Omnichannel Sales Technology 64

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Read this guide to do this for live chat. Custom routing .

Government 80

Government CRM Omnichannel Case Management 80

TeamSupport

JANUARY 12, 2021

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. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Key Imperatives for Support.

B2B 86

B2B AI Technology Technology 86

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. The term is known as ‘Average Handle Time’ and in this blog post, we will discuss it in detail. These scripts can guide agents in providing consistent and concise responses, enabling faster resolution of customer problems.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Totango

SEPTEMBER 20, 2022

Using key performance monitoring and automatically triggered workflows to guide customers toward successful results. Customer support enablement focuses on giving customer service teams the resources they need to deliver excellent support, such as training programs, knowledge databases, and customer support software.

B2B 84

B2B Net Promoter Score Education Social Media 84

SurveySensum

OCTOBER 12, 2023

So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management. So, we scoured product review platforms like G2, and Capterra, to give you the pros, cons, and best features of each of the 7 InMoment alternatives, based on customer reviews.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

SurveySensum

OCTOBER 10, 2023

So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. We took into account the following essential factors to guide our tool selection. 5) Yes Yes End-to-end customer support (live chat, emails, blogs, etc.). But first, let’s delve deep into the drawbacks of Delighted.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Intercom, Inc.

JANUARY 30, 2019

Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. We use Custom Bots to proactively engage with people coming to our marketing website and send them on the right customer journey based on their goals. Maybe you wonder if we practice what we preach ??. Automating support.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. Ensure that the tool can handle an increasing volume of feedback as your customer base expands. Qualtrics Contact them for details 4.4 (5)

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Zendesk

APRIL 28, 2021

Our Customer Experience Trends Report revealed that half of customers choose a channel based on how fast they need a response, and about 40 percent choose a channel based on the complexity of their issue. Bots use AI to understand user requests and provide a response based on programming. Help centers. Communities.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . The specialty of Customer 360 is creating a real-time picture of customer health across your entire user base. Goals and KPIs. Account Coverage.

Net Promoter Score 109

Net Promoter Score NPS CRM Scorecard 109

CX Accelerator

MAY 16, 2018

While these things are important, the pursuit of new knowledge is what makes me come alive. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. This is based on a false and selfish worldview.

CX 203

CX Start-ups Gaming Education 203

Comm100

FEBRUARY 6, 2024

In this blog post, you will learn some of the most effective gamification strategies and how they can benefit your higher education students and overall teaching experience. Create Point-Based Rewards System A point-based rewards system awards points for completing tasks, participating in class, or achieving academic milestones.

Education 40

Education Gaming Artificial Intelligence Machine Learning 40

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The last batch of reports were broad-based in their coverage. 85% of organizations evaluate agents based on accuracy in interactions. Our favorite chart: Inner Circle Guide to Self-Service.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. There are five key CS best practices that can guide your customers through to the better times ahead. . Lean on Your Customer Data. Get started for free today.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

SurveySensum

AUGUST 8, 2023

When a B2B company sells products or services to its customers it’s not just the product they sell, they also trade the guide/help to make the best use of that product/service. , This knowledge is not just a surface-level awareness; it delves deep into comprehending their unique needs, challenges, and aspirations. That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. A constant monitoring of call queues, agent availability, and quality of service, helps in efficient allocation and utilization of resources based on current conditions.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

ProProfs

MAY 9, 2023

In this blog post, we will explore the concept of quiz funnels in more detail, including their benefits and examples. A quiz marketing funnel aims to guide potential customers through a series of steps that ultimately lead to a purchase. Source: ProProfs It is a path prospective clients follow to become customers eventually.

Social Media 52

Social Media Sales Start-ups E-commerce 52

Comm100

JANUARY 17, 2024

Lastly, but crucially, this guide will also explore how teams can strike the perfect balance between the efficiency and scalability of automation and the necessity for human touch. They can also be launched within a couple of hours with no coding knowledge and require very little maintenance.

AI 77

AI Customer Service Technology Technology 77

CX Accelerator

FEBRUARY 3, 2018

Having candidates take the DiSC exam will ensure you are hiring the right player based on gaps and the responsibilities of the role. When agents are not communicating well with each other, knowledge barriers and poor attitudes are a predictable result. Be sure to customize based on your unique demographic and challenges.

Customer Service 140

Customer Service Sports Construction Compliance 140

Logicalware

MAY 18, 2023

In this blog, we will explore three prominent CCaaS analyst reports – Frost & Sullivan’s European Cloud Contact Center Frost Radar, Gartner’s CCaaS Magic Quadrant, and Forrester’s Contact Center as a Service report – and shed light on their usefulness in assisting contact centres in finding the ideal CCaaS vendors.

Contact Center 52

Contact Center Innovation Technology Technology 52

Totango

AUGUST 2, 2022

So, during periods of economic uncertainty when your company’s current customer base is your greatest (or only) source of revenue growth, your knowledge and expertise becomes critical. A CSM works one-on-one with customers, guiding them through the customer journey and building a positive relationship.

Customer Satisfaction 80

Customer Satisfaction Start-ups Customer Relationship 80

Totango

AUGUST 3, 2021

Keep track of the version your user came in on so you can provide the appropriate content based on the offer available when they signed up for your freemium product. Which of these approaches makes the most sense for your SaaS product will vary based on the nature of your product and the habits of your users. Limiting storage space.

Sales 118

Sales Social Media Engineering Technology 118

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Public knowledge of credit unions can be summed up by the not-so-subtly titled “ Research Proves Consumers Know Diddly Squat About Credit Unions ”. Improving credit union member engagement. Learn more.

Omnichannel 74

Omnichannel Social Media Start-ups Innovation 74

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. Keep it Short and Value-Based Onboarding: Cut the onboarding steps to focus on what matters most – delivering immediate value. Enhance the Process with Guided Steps: Create a step-by-step journey with clear instructions.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. Directly CEO Antony Brydon on What’s Holding Back AI-Based Customer Service. They provide a platform that helps coordinate knowledge from product experts. Read more on their blog post.

Contact Center 78

Contact Center Customer Service AI Engineering 78

Callminer

AUGUST 1, 2017

More adaptive to tech, especially those that are cloud-based. The type of efficiency offered by cloud-based communications also allows for a more nimble business as it opens the doors up to remote working. However, positive reinforcement and reward-based behavior gets the most out of employees while they are there. Rachel Ivers.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334