Execs In The Know

FEBRUARY 5, 2024

This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. While an emerging approach, a Gartner survey suggests that investments in hyper-automation will increase in 2024, making it a strategic technology trend to watch out for.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Fonolo

DECEMBER 15, 2022

Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas. How to Use Customer Profiles to Improve Call Center Training.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

JUNE 8, 2021

A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either. It is common for customers to be frustrated when contacting support, and agents are the most likely to catch the brunt of their rage. Reward your team regularly.

Contact Center 133

Contact Center Technology Technology Start-ups 133

Fonolo

APRIL 1, 2021

If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. Gather and utilize customer feedback. DID YOU KNOW?

Contact Center 152

Contact Center Social Media Customer Satisfaction Omnichannel 152

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Zendesk

FEBRUARY 25, 2021

Two-thirds of decision-makers say investing in customer experience will increase revenue, but how do IT leaders like yourself determine the key areas of focus? How do you determine which tools and technology to invest in without breaking the bank? Estimate the size of required spend by utilizing cost roadmaps.

CX Transformation 52

CX Transformation CX Technology Technology 52

Fonolo

OCTOBER 25, 2022

Customer satisfaction (CSat). Would a fresh coat of paint or increased natural light improve your work setting? Lack of tools and technology. For instance, call-back technology offers your callers a call-back as an alternative to waiting on hold. First call resolution (FCR). Abandonment rate.

Contact Center 81

Contact Center Sports Start-ups Technology 81

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Read on for a crash course! What is Visual IVR?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Intercom, Inc.

FEBRUARY 13, 2020

Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way. Would you choose to lose half your customers if it were in your power to keep them?

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

Fonolo

NOVEMBER 29, 2022

Coming in fresh to a new company allows you to implement improvements and make real change happen. Customer satisfaction (CSat) score. How to Set Team Customer Service Goals. Role-playing games to give newbies a glimpse into customer interactions before they start on calls. Employ Call Center Technology.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

SurveySensum

DECEMBER 19, 2023

Brands diving into this modern approach are reaping rewards, with 64% noting a surge in customer engagement linked directly to their digitally promoted signage. So how do you leverage this tool to amplify customer engagement? Digital signage surveys are interactive displays that collect customer feedback in real-time.

Text Analytics 52

Text Analytics Gaming Start-ups Customer Feedback 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. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

Fonolo

OCTOBER 18, 2022

Customer satisfaction (CSat). Simple things like better lighting, air circulation, or even a fresh coat of paint can go a long way to creating a productive setting for your contact center. Supply helpful tools and technology. Here are the key metrics directly affected by absence rate: Cost of operation. Staffing and scheduling.

Contact Center 87

Contact Center Start-ups Customer Satisfaction Technology 87

Steven Van Belleghem

FEBRUARY 24, 2021

So he must be doing something right, when it comes to customer engagement and experience. The channel offers a continuous stream of fresh content about customer experience, customer service and customer centricity in a digital world.

CX 98

CX Customer Experience Social Media Innovation 98

Fonolo

JUNE 24, 2021

Did you know that 61% of customers don’t like the traditional IVR (Interactive Voice Response) audio model? Nobody likes lengthy phone prompts, and customers usually prefer to speak to a human. However, IVR is an efficient tool with benefits for both contact centers and customers when used correctly.

Contact Center 91

Contact Center Customer Satisfaction Technology Technology 91

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue.

Social Media 63

Social Media Artificial Intelligence AI Customer Satisfaction 63

Intercom

FEBRUARY 22, 2023

For the purposes of this podcast and video, we gave ChatGPT a bit of presentational assistance – bringing its answers to life with the help of Murf’ s audio generation and Synthesia’ s avatar animation technology. Let’s start fresh and have a great time. An Error Occurs Liam: You mention the challenges of AI.

AI 119

AI Start-ups Technology Technology 119

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Execs In The Know

APRIL 23, 2021

Companies who provided customers with peace of mind alongside their products and services are now emerging well-positioned to retain and grow their customer bases. Employees are key to delivering compassion in customer experiences. Accomplishing this demands fresh ideas, new support models, and different ways to embody empathy.

Innovation 93

Innovation CX VOC Outlook 93

UJET

APRIL 21, 2020

Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering.

Contact Center 72

Contact Center Engineering CRM Technology 72

UJET

APRIL 21, 2020

Vasili recently answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. I am extremely passionate about customer service and have been in the space for a while leading mostly sales teams and have had stints in running product and engineering.

Contact Center 72

Contact Center Engineering CRM Technology 72

Confirmit

SEPTEMBER 29, 2020

Our aim is to make sure that a relationship with Confirmit is like a breath of fresh air! Confirmit’s can-do attitude coupled with a powerhouse technology solution that can easily grow with you, means that we can help you achieve your goals. Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Technology 52

Beyond Philosophy

NOVEMBER 7, 2020

In 2020, we have all been doing many more online customer experiences than we thought we would. Suppose these are the only experiences that your customers have with your organization this year. ” This episode of The Intuitive Customer shares our five rules for designing great digital experiences. Humanize technology.

Technology 60

Technology Technology CX Customer Experience 60

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

C3Centricity

SEPTEMBER 14, 2020

The pandemic has forced most customers to buy online, at least during the various lockdowns. I agree as the change in customer behaviour was so fast that it was difficult for those retailers who were not prepared to catch up and move their sales effectively online. This discussion happened just a few years back in 2017.

Retail 77

Retail E-commerce Manufacturing Transportation 77

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Intercom, Inc.

FEBRUARY 16, 2021

With the evolution of digital technologies, we’re now exposed to other people’s opinions, ideas, and work on an almost minute-by-minute basis. Uber customers’ most significant pain point is the wait, and this is where the rationale behind their design comes into play. Let’s be honest: creativity is a nebulous landscape.

Start-ups 283

Start-ups Transportation Innovation Technology 283

DMG Consulting

JUNE 14, 2022

Leading and contending cloud-based contact center infrastructure vendors continue to deliver innovative capabilities that were not considered possible as recently as 5 years ago, which is why so many of them are capturing customers. It also takes into account the market activity of an estimated 178 “Other” market competitors.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Hodusoft

NOVEMBER 17, 2021

Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. The seamless experience translates to effortless delivery of support across multiple channels, and win customers for life. What is an Omnichannel Contact Center?

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

DMG Consulting

SEPTEMBER 7, 2023

However, in the past few years, they have begun a remarkable transformation into mission-critical components for delivering a great customer and employee experience, making them even more compelling. These applications have always been one of the leading productivity tools in contact centers.

CX 48

CX Contact Center Real Estate AI 48

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

C3Centricity

APRIL 29, 2020

With Amazon muddying the waters by testing their new Fresh delivery and Go bricks and mortar offer and Walmart retaliating with a competitive online offer of fast service and free delivery, this is a battle that has already begun. Customers will always need to see and try before they buy in numerous categories.

Retail 71

Retail E-commerce Manufacturing Transportation 71

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. We have been using algorithms for more than 30 years in the contact center world, but changing the label to AI makes it seem fresh and new.

Contact Center 77

Contact Center Artificial Intelligence Customer Experience Machine Learning 77

Intercom

JUNE 1, 2023

The world of customer service is rapidly changing, fueled by the transformative power of AI. As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. Short on time?

AI 52

AI Start-ups Technology Technology 52