Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Hodusoft

JULY 18, 2023

HoduCC Honored with Software Advice Frontrunners Badge 2023 In the dynamic world of contact center software, staying ahead of the curve is crucial for businesses looking to deliver a superior customer experience. What makes HoduCC different from others?

Contact Center 52

Contact Center Customer Satisfaction Innovation Omnichannel 52

1 to 1

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 26

Contact Center Machine Learning Healthcare Omnichannel 26

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

1 to 1

NOVEMBER 3, 2020

Jamie Lancaster, vice president in Kroger’s Contact Center of Excellence, oversees Kroger’s customer contact center, support center and contact center shared services. Now that everyone has gone remote, shoppers are contacting us with the same questions, but in new ways.

Contact Center 26

Contact Center Customer Relationship Management Customer Experience Customer Expectations 26

MattsenKumar

FEBRUARY 3, 2023

As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This not only helps to improve CX but can also help to increase customer loyalty.

Mystery Shopping 52

Mystery Shopping CX Contact Center Social Media 52

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

DMG Consulting

SEPTEMBER 13, 2022

Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements. Selecting the Right KM for your Contact Center.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Strategy First.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Ameyo Callversations

MAY 4, 2022

Appropriately implemented, cloud technologies can improve customer experience, manage customer relationship agents better, and improve operational efficiency. Cloud communications platforms are rising in popularity due to their advantages in managing customer service operations efficiently.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Intercom, Inc.

JULY 8, 2020

Today’s customers expect, and are demanding, more – and that’s exactly why we’ve leaned into conversational support at Intercom. Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. For too long, “good enough” customer support was just that – good enough.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

DMG Consulting

DECEMBER 10, 2018

Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center Artificial Intelligence CRM Gaming 75

Shep Hyken

DECEMBER 14, 2021

We Are All Customers. What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Customers really only care about problems solved. What is customer-centricity?

Contact Center 57

Contact Center Omnichannel Engineering CX 57

Hodusoft

FEBRUARY 22, 2022

The move aligns with HoduSoft’s vision of expanding and servicing customers in diverse geographies across the globe. HoduCC – Contact Center Software. Designed with an omnichannel approach to help enterprises build connections across every communication channel with customers and deliver delightful experiences. .

Innovation 52

Innovation E-commerce Hospitality Hospitality 52

DMG Consulting

JANUARY 10, 2022

DMG respectfully suggests that companies position 2022 as the year of the customer experience (CX) and that they make the investments and changes that will enable them to deliver on their promise of providing an enhanced and differentiated customer relationship.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

TeamSupport

JULY 1, 2020

Tom Goodmanson, president and CEO at a customer experience intelligence company, says, "With the proliferation of communication channels and the rise of self-service, agents are dealing with more complex customer demands. It’s clear that today’s contact centers need a greater focus on people, alongside changes in technology.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Zendesk

SEPTEMBER 5, 2023

Customers expect seamless and personalized interactions that can keep up with the fast-paced, interconnected landscape of today’s digital world. Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Improving Customer Relationships with AI.

E-commerce 83

E-commerce Customer Experience Social Media AI 83

SugarCRM

FEBRUARY 10, 2022

Customers expect consistency in their interactions with your company, from sales to support. Hence, it’s necessary to get customer experience (CX) right in every area of your organization. A great start is creating an effective culture of caring for customers at all company levels, beginning with customer service agents.

Artificial Intelligence 49

Artificial Intelligence Machine Learning CX Contact Center 49

Lightico

AUGUST 1, 2021

While most banks have long-established customer-facing processes for handling these requests, today’s digital-first customers expect to be able to have these requests turned around with omnichannel convenience they’ve grown to expect from e-commerce giants like Amazon and other retail brands they’ll be charging those cards at.

E-commerce 52

E-commerce Contact Center Compliance Omnichannel 52

MattsenKumar

SEPTEMBER 21, 2023

As companies intensify their quest to deepen customer relationships, this technology emerges as a linchpin. It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. 75% of customers expect companies to anticipate their needs and make relevant suggestions.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Experience Investigators

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

Zendesk

MARCH 1, 2024

Segment your customer base Use customer segmentation to identify and prioritize high-value customers within the ICR system. If your company doesn’t have designated VIPs, you can evaluate factors like purchase history and frequency of transactions to identify which customer relationships take precedence.

Customer Satisfaction 52

Customer Satisfaction Healthcare AI Contact Center 52

Ameyo Callversations

MARCH 29, 2022

It can also increase conversions and retention by fulfilling customer expectations adequately. Personalization also allows you to deliver curated communications and responses to your customers at every stage of the customer journey and remove the factors that disrupt the sales cycle. Apply Customer Journey Mapping.

Customer Service 52

Customer Service Omnichannel Customer Journey Map Touchpoint 52

Hodusoft

MAY 1, 2023

HoduCC Contact Center Software Wins 2023 UC Product of the Year Award Sometimes, an award is more than just a recognition or honor. HoduSoft’s HoduCC contact center software winning the TMC’s 2023 Unified Communications Product of the Year Award shows the power of teamwork.

Contact Center 52

Contact Center Innovation Social Media CRM 52

Fonolo

JULY 18, 2019

These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships. Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires. Limited Self-Service Options.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

1 to 1

OCTOBER 28, 2020

Prioritize the customer experience by automating redundant tasks with AI-powered bots to allow agents to focus on complex issues and build customer relationships. Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort.

CX 26

CX Customer Loyalty Voice of the Customer AI 26

Shep Hyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams.

Customer Service 11

Customer Service Contact Center Manufacturing Social Media 11

Hodusoft

JULY 16, 2021

Call Center and Contact Center Software Difference Complete Guide. Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. Let us delve deeper and understand.

Contact Center 52

Contact Center Social Media CRM Omnichannel 52

Hodusoft

AUGUST 17, 2022

The omnichannel approach refers to a cross-channel strategy for customer support that provides an integrated experience to form better customer relationships across various touchpoints of the customer journey over traditional and digital channels. There are elements of marketing at play in omnichannel customer service.

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

Hodusoft

JUNE 14, 2023

This blog post discusses some useful tips for businesses to build rapport with prospects and customers over the phone as well as how the right contact center software can help customer service agents. Read on the blog till the end to know how you can choose the right contact center software to build a strong rapport.

Contact Center 52

Contact Center Omnichannel CRM Customer Service 52

Callminer

OCTOBER 3, 2019

Meanwhile, customers expect companies to provide new products and services more frequently than ever before, and it takes more than ever to impress them. The agent has to respond with patience and tact to an irate customer, who may be screaming their heads off over the phone or shooting off angry e-mails. This is Why.

Customer Service 186

Customer Service Construction Social Media Innovation 186

1 to 1

AUGUST 18, 2021

Retailers during the pandemic realized the value of holistically interacting with customers in the channels they prefer while optimizing technology, processes, and people. Cloud contact centers provide many benefits, such as increased flexibility, cost savings, and the ability to support customers from virtually anywhere.

Retail 26

Retail Omnichannel Contact Center Start-ups 26