Fonolo

MARCH 21, 2024

Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. What is Virtual Queuing? How Does it Work?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. As I said, they’ve been quite busy.

Start-ups 222

Start-ups B2B Customer Service 222

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company? How loyal are they?

VOC 182

VOC Contact Center Net Promoter Score NPS 182

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations.

Contact Center 52

Contact Center AI Social Media CX 52

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Hodusoft

APRIL 24, 2024

What is ISDN? What is ISDN? ISDN is a circuit-switched telephone network system that transmits both data and voice over a digital line. In simple words, it is a set of communication standards to transmit data, voice, and signaling. But did you know that it is going to be phased out by 2025? Read on to know more.

Start-ups 52

Start-ups Technology Technology Gaming 52

Inside Customer Service

SEPTEMBER 8, 2022

He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional. He raised his voice and cursed about it, but the flight attendants remained polite, calm, and professional. She asked me if I would share what I witnessed with the airline and I told her I already had. he exclaimed.

Customer Service 177

Customer Service Contact Center Retail 177

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. Voice of the Customer. Let me explain. The reason?

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 71

Customer Service Artificial Intelligence Machine Learning AI 71

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar.

Customer Experience 94

Customer Experience Touchpoint Start-ups CX 94

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. What Are the Most Common CX Related Challenges You Are Facing in Today’s Competitive Businesses Era?

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

CX Accelerator

OCTOBER 28, 2020

The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say? We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. What a great point. And I will try to fix you.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company? How loyal are they?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

Inside Customer Service

DECEMBER 2, 2021

In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance.

Retail 260

Retail Social Media Finance Sales 260

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Logicalware

MARCH 14, 2022

Interactive Voice Response (IVR) systems have been used in contact centres for decades. If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. In this blog, we’ll take a look at voice bots and how they work. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

Inside Customer Service

JANUARY 27, 2022

The call had been fairly good overall, but that's not what he focused on. What is contact center quality assurance? Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication.

Contact Center 147

Contact Center Legal Construction Social Media 147

Customer Service Life

OCTOBER 13, 2020

The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Hodusoft

APRIL 17, 2024

What is an Auto Attendant? Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. Read on to know more. billion in 2020 to USD 6.7

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Lumoa

AUGUST 18, 2022

” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. The question is, what can a business do to turn things around?

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. After trying out CISCO call-backs, several of our customers have returned to us because they often fail under high-volume. They don’t have a unique name for it, but most Five9 customers are happy with the built-in offering from our experience.

Contact Center 137

Contact Center Technology Technology 137

Hodusoft

MARCH 21, 2024

We can say that BPOs are like a helping hand, allowing businesses to focus on what they do best while letting experts handle specific tasks on their behalf. What is BPO? Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. from 2021 to 2028.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. What is journey orchestration?

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 74

AI Customer Service Technology Technology 74

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 80

Omnichannel Social Media Customer Retention Customer Service 80

Hodusoft

OCTOBER 4, 2023

In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. Those who can communicate with clients, customers, and partners more cost-effectively can offer competitive pricing or invest in innovation, giving them an edge over competitors.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. What about the broader issue of AI catching up with the job of call center agent? You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting?

AI 209

AI Contact Center Start-ups Innovation 209

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. You can sign up at this link: [link]. An Interview with Dawn Varghese.

AI 78

AI Customer Service Engineering CX 78