Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success.

CX 85

CX Compliance Artificial Intelligence AI 85

Hodusoft

OCTOBER 4, 2023

Improved ROI: Businesses that invest in cost-efficient communication technologies can track the return on investment (ROI) more effectively. Customer satisfaction: Cost-efficient communication can lead to faster response times and better customer service.

Compliance 105

Compliance Omnichannel Real Estate Legal 105

Execs In The Know

OCTOBER 15, 2023

These highlight the critical importance of operationalizing AI with CX at scale for businesses to stay competitive and thrive in the evolving landscape of technology and customer expectations. To build a plan for your projects, identify specific targets such as decreasing response times or increasing customer satisfaction.

AI 52

AI Artificial Intelligence CX Compliance 52

Lightico

JULY 26, 2023

The role of OCR, RPA, and intelligent loan application management systems in automating loan processing To address these challenges, lenders are turning to technologies such as Optical Character Recognition (OCR), workflows, and intelligent loan originations application management systems (LOS).

Artificial Intelligence 52

Artificial Intelligence Unstructured Data AI Data Entry 52

Lightico

MARCH 19, 2024

Banks should proactively reach out to customers who may have been affected by mis-selling and offer clear avenues for redress. Technological Solutions: Implementing technological solutions can significantly reduce the risk of future mis-selling. This streamlines the signing process and eliminates the need for physical paperwork.

Finance 52

Finance Compliance Data Entry AI 52

Win the Customer

DECEMBER 13, 2023

Companies can develop products and services tailored to meet customer needs, leading to a competitive edge in the market. This tailoring of interactions enhances customer satisfaction, fostering long-term relationships and increasing brand loyalty. Repetitive tasks are automated, potentially leading to workforce reductions.

AI 69

AI Artificial Intelligence Customer Experience Predictive Analytics 69

Hodusoft

OCTOBER 19, 2023

When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. Using this strategy, high-priority customers or critical issues can be directed to the priority queue.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Helpt

MARCH 3, 2023

With the growing dependence on technology, businesses require a reliable and efficient support system to ensure that their products and services run smoothly. According to a study conducted by Deloitte , on-shore technical support teams have a 35% higher customer satisfaction rate than off-shore teams.

Compliance 52

Compliance Legal Customer Satisfaction Technology 52

Logicalware

JULY 26, 2023

Artificial Intelligence is paramount for contact centres due to its transformative impact on customer experiences and operational efficiency. Contact centres can offer instant and personalised support by leveraging AI, significantly reducing response times and enhancing overall customer satisfaction.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

SurveySensum

JANUARY 15, 2024

This change is partially because of improved information accessibility, letting customers research products and read multiple reviews before purchasing. Customers gain more control over purchasing decisions, compelling businesses to prioritize transparency and customer satisfaction.

E-commerce 59

E-commerce Engineering Legal Social Media 59

Callminer

NOVEMBER 18, 2020

Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Fonolo

APRIL 20, 2021

Whether they operate within a big enterprise or a small business, call centers engage overflow services to ensure that all voice calls are answered and all customers are serviced on the phone line — especially during spikes in call volume (expected or unexpected). TIP: Are you losing customers to long hold times? Magellan Solutions.

Legal 148

Legal Finance Healthcare Customer Service 148

Lightico

AUGUST 3, 2021

From routine requests to high-value transactions, legally binding consent of terms and conditions are a key requirement for banking customers , who regularly seek to open, modify, or upgrade several banking products, such as: Applying for a new bank loan or credit card. Poor calling experiences ask too much of the customer.

Compliance 52

Compliance Legal Contact Center NPS 52

SugarCRM

OCTOBER 17, 2023

AI technology has revolutionized the way organizations carry business worldwide. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates.

AI 26

AI Predictive Analytics Legal Social Media 26

CSAT.AI

DECEMBER 16, 2021

Humanitarian issues and equality are key drivers for customer loyalty in the current climate. Bear in mind not all customers appreciate interacting with a customer service department in another country either. Customer perception is linked to customer satisfaction which is in turn linked to company success.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Fonolo

OCTOBER 4, 2017

This agreement is called the “PSA” or Plan Support Agreement (an inscrutably bland legal acronym, if I ever saw one) and it basically says who’s getting how much of a haircut on which debt. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. Making the Most of Customer Feedback.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. She has a command to write on call center software and new technologies used in contact centers. Lindsey Havens. Nicholas Piël. Jack Barmby.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Intercom

DECEMBER 14, 2023

Let’s say a legal document. You can say to someone in your legal team, “Hey, I need a contract. That request will turn into 10 pages of legal stuff. And their legal team will be, “Yes, it does.” VP of Customer Support at Intercom Declan Ivory kicked things off with his thoughts on how the CS landscape is changing.

AI 98

AI Start-ups Legal Technology 98

Zendesk

OCTOBER 9, 2023

AI ethics is a term that describes a collection of moral principles that shapes the responsible development, deployment, and use of AI technologies. In October 2022, The White House Office of Science and Technology Policy (OSTP) released the Blueprint for an AI Bill of Rights as an ethical framework for using AI in the U.S.

AI 52

AI CX Artificial Intelligence Technology 52

Zendesk

DECEMBER 7, 2021

In fact, one company realized that its multiple touchpoints were receiving at least a 90 percent positive customer satisfaction rating, yet customers were still leaving the brand. Part of the problem was the company’s lack of customer touchpoint mapping, which kept the underlying cause hidden.

Touchpoint 52

Touchpoint Customer Journey Map Legal Retail 52

SurveySensum

APRIL 1, 2024

This involves rigorous testing of products and meticulous service training to guarantee customer satisfaction. Quality should be at the forefront of a startup’s mission, as it is a critical component in fostering customer trust and loyalty. Integrity : Uphold promises and commitments to customers and partners.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Taylor Reach Group

MARCH 26, 2019

To this point it has been generally accepted that it is the customer that defines Quality! Moving forward what is the most important aspect of customer satisfaction? Study after study has indicated that the most important factor in customer satisfaction is Resolution. Well, that is not necessary correct!!!

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

Totango

OCTOBER 15, 2020

Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries. It is clear that companies need to take every opportunity they can to maintain customer loyalty, and today’s technology makes it easier to do so. . Centralize Your Data in a Non-Siloed Hub.

Compliance 63

Compliance Net Promoter Score Outlook Legal 63

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Hodusoft

AUGUST 16, 2023

The launch of 5G technology, the rise of mobile apps, the popularity of social media and instant messaging, and many more factors increased internet consumption by leaps and bounds. One such technology is multi-tenant IP PBX software ! At the same time, advancements in technology are happening at a breakneck speed.

Technology 52

Technology Technology Customer Retention Entertainment 52

Zendesk

JANUARY 19, 2022

Knowledge bases are indispensable tools for customer support teams, especially as companies scale. Use knowledge bases to minimize agent effort, decrease resolution time, and improve customer satisfaction. HR and legal policies. External knowledge bases are self-service portals for customers. Onboarding.

Engineering 52

Engineering Legal Customer Satisfaction AI 52

Hodusoft

JANUARY 18, 2023

One solution that’s gaining popularity is the use of call center technology, which allows doctors and other healthcare professionals to connect with patients and each other remotely. 3CX allows agents to work remotely, whether they are in the office or working from home and offers call recording for legal and quality assurance purposes.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel CRM 52

SugarCRM

NOVEMBER 7, 2023

But, to make the most of such technologies, you need to ensure that you collect and analyze the right sets of data: Purchase history. Make sure to collect and analyze past purchases that your customers make. B2B payments must be bound legally through a contract.

B2B 26

B2B B2C E-commerce Engineering 26

CSAT.AI

SEPTEMBER 26, 2018

Technological Tools. Automated system software identifies the nature of a customer call and forwards to the appropriate department. Items like legal disclaimers and policies can be prerecorded ensuring accuracy and consistency. They provide the broadest opportunity to engage, grow and retain a businesses customer base.

Social Media 52

Social Media Sentiment Analysis Legal AI 52

ECXO

APRIL 13, 2023

Business models and culture – business practices and approaches to customer experience can vary across countries. For example, some may prioritise customer satisfaction as a key business objective, while others may focus more on price or product. The CX divide – what sets countries apart?

Customer Experience 52

Customer Experience CX B2B B2C 52

Aquire

FEBRUARY 2, 2022

Customer self-service is any option customers can use to resolve an issue or get answers to their questions without the help of a business’s human agents. This usually includes various digital mediums and technologies, like help centers, FAQ pages, forums, and chatbots. Higher satisfaction. Chatbots and conversational AI.

Omnichannel 52

Omnichannel Engineering AI Machine Learning 52

Taylor Reach Group

JUNE 13, 2017

This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. While AI can be utilized to improve efficiency, poorly implemented AI is likely to decrease customer satisfaction.

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

Help Scout

AUGUST 17, 2021

Pain point #5: Limited access and outdated technology. Though some companies are making strides, the financial industry has historically been slow to adopt new technology. Tip #14: Be upfront with customers about limitations. As frustrating as limited access to technology may be, you’re not the only one it affects.

Customer Service 80

Customer Service Finance Start-ups Sales 80

Lightico

JULY 5, 2021

As a result of these service-level issues, customers are at risk of escalating their cases, getting entangled in legal disputes, and even churning. Valuable employee time is wasted on multiple or incremental contacts with customers. Improved Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT).

NPS 52

NPS Net Promoter Score Legal Compliance 52