ModSquad

MARCH 5, 2020

Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s typically the best way for an online customer to get immediate help when they have a question or problem. Keep up with this demand and put your chat infrastructure to use on every layer of service.

CRM 65

CRM Legal Engineering Customer Service 65

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Our favorite chart: Customer Service Index Report. We’re not surprised!

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

ModSquad

MARCH 5, 2020

Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s typically the best way for an online customer to get immediate help when they have a question or problem. Keep up with this demand and put your chat infrastructure to use on every layer of service.

CRM 52

CRM Legal Engineering Customer Service 52

ModSquad

MARCH 5, 2020

Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s typically the best way for an online customer to get immediate help when they have a question or problem. Keep up with this demand and put your chat infrastructure to use on every layer of service.

CRM 52

CRM Legal Engineering Customer Service 52

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

Comm100

NOVEMBER 6, 2017

As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 61

Social Media Customer Service Start-ups Legal 61

The Contact Company

APRIL 7, 2021

With 79% of consumers citing live chat as their preferred customer service contact method, the medium is only increasing in popularity. So, why is live chat important and how can you make sure your brand is doing it right?… How to do it right 1. … Why it’s important 1.Meets

Customer Service 40

Customer Service AI Customer Expectations Customer Experience 40

Experience Investigators

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. Customer experience management can feel like a lot. It IS a lot.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Note: These experts, who generously gave their time and know-how to this article, appear in alphabetical order by surname.

Contact Center 121

Contact Center AI Technology Technology 121

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Our favorite chart: Customer Service Index Report. We’re not surprised!

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

Hodusoft

JANUARY 10, 2024

Seamless Connectivity: Exploring the World of IP PBX for Hosted Service Providers Would you be surprised to know that many hosted service providers are adopting hosted IP PBX systems and hosted telephony systems more than ever before? Traditional phone systems are gradually giving way to more flexible and scalable solutions.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Beyond Philosophy

SEPTEMBER 6, 2016

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74

Execs In The Know

OCTOBER 20, 2022

Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . So how can you ensure that your contact center provider has what it takes to foster a winning culture? Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

SurveySensum

JULY 14, 2020

Customer Experience has become a top priority for businesses in 2020. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best! LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Taylor Reach Group

JUNE 5, 2017

How Ontario Minimum Wage Increases Will Impact Contact Centres. However recent stories on this topic by the CBC cited the fact that more than 50% of all minimum wage earners work for large companies. When you look in Ontario, the majority of Contact Centres are in-house and support inbound customer service.

Hospitality 50

Hospitality Hospitality Retail Government 50

Taylor Reach Group

JUNE 15, 2017

Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers. However recent stories on this topic by the CBC cited the fact that more than 50% of all minimum wage earners work for large companies. When you look in Ontario, the majority of Contact Centers are in-house and support inbound customer service.

Contact Center 48

Contact Center Hospitality Hospitality Retail 48

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. How to Calculate Hold Time in a Call Center.

Contact Center 62

Contact Center Social Media Omnichannel Customer Satisfaction 62

Comm100

MAY 1, 2018

And Millennials have blamed Baby Boomers for the current state of the housing market , climate change , and Brexit. Luckily, all the online finger-pointing doesn’t have to spill over into the workplace. Despite their differences and disagreements, Millennials, Gen X, Baby Boomers, and more, can come together to create dynamic and effective teams.

Start-ups 41

Start-ups Social Media Education Technology 41

Intercom, Inc.

MARCH 29, 2022

We were joined by more than 2,500 customers, partners, and others who wanted to learn more about our product, goals, and the path ahead. We’re fresh from our first virtual global event, New at Intercom. Des Traynor laid out the six unique beliefs that guide our vision, mission, and roadmap here at Intercom. Enjoy this time.

Start-ups 118

Start-ups Innovation Sales NPS 118