Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Customer service is what you do for your customers. Welcome to CX 101. So let’s get started.

CX 78

CX B2C Hospitality Hospitality 78

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. Debunked: BPO solutions cater to businesses of all sizes and industries.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

Logicalware

NOVEMBER 9, 2023

Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference.

AI 69

AI CX Customer Experience Retail 69

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 25% Lack of self-service options. Use Self-Service to Handle High Call Volume. Direct your Callers to Effortless Digital Customer Service With Visual IVR. And there’s no going back.

Contact Center 246

Contact Center Outlook Gaming Education 246

Totango

MARCH 8, 2022

Use our list to help you find the right CS communities to suit your professional lifestyle! A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Offering career advancement tips for CS professionals.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

Intercom, Inc.

JUNE 15, 2022

We believe one of the most important ways we can contribute to diversity in the industry is by investing in education. Software engineering as an industry is plagued by a lack of diversity across multiple dimensions, especially gender and socioeconomic diversity. Practical experience. Innovative course design. Learn more here.

Engineering 104

Engineering Education Innovation Technology 104

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation.

E-commerce 130

E-commerce Innovation Compliance AI 130

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. U: You have a lot of experience in the tech industry. In my professional life, I had a peer at PepsiCo who instilled the value of “knowing the business.”

AI 246

AI Start-ups Technology Technology 246

Fonolo

DECEMBER 6, 2022

Managers need professional development goals to expand their effectiveness at work. Revisit your leadership style and select professional goals to reach for every quarter. If they’re looking to upgrade their service or purchase a new product, you’ll still keep the sale. . . #1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. The pandemic has forced a rapid change in an industry that has been long dragging its feet. We were surprised at the similarities between each of their responses.

Contact Center 147

Contact Center CX Innovation Technology 147

SurveySensum

DECEMBER 28, 2023

The importance of actively seeking and incorporating customer feedback cannot be overstated, as it provides invaluable insights into client needs, aids in service enhancement, and fosters continual improvements in client relationship management.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

Experience Investigators

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association).

CX 52

CX Government Manufacturing CX Transformation 52

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Business Growth Innovation AI 106

Hodusoft

AUGUST 21, 2023

Effective communication solutions are the cornerstone of success for businesses across various industries. About the 11th CNC EXPO 2023 The 11th CNC EXPO 2023 is an excellent platform that serves as a premier gathering of professionals, industry experts, and companies in the fields of communications, networking, and related technologies.

Contact Center 52

Contact Center Innovation Manufacturing Omnichannel 52

Inside Customer Service

MARCH 18, 2021

It's a nonprofit professional association for corporate trainers. Later, I discovered it’s applicable across a wide range of industries. First, our dues were already lower than comparable professional associations. Customers don't purchase a product or service, Christensen argued. Sometimes, you just get lucky.

Start-ups 147

Start-ups Customer Experience 147

Fonolo

OCTOBER 20, 2022

There are industry standards to guide you. Call centers working in the health care industry and handling patient data have their own strict security guidelines set by the US Department of Health and Human Services. But it’s not just an industry regulation. Why a Data Security Strategy is Essential. Remote Workers.

Contact Center 146

Contact Center Start-ups Technology Technology 146

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. When it comes to consistency in product and service delivery, establishing clear standards is key.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. Detect liked or disliked product or service features AI for sentiment analysis is a game-changer, not just for marketers.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Ameyo Callversations

JULY 12, 2022

Particularly in the healthcare industry that is ripe with so many use cases of AI, there is significant headroom for growth. With correct implementation, conversation AI systems can have an enormous impact on the healthcare industry. Top 10 Use Cases of Conversational AI in the Healthcare Industry. What is Conversational AI?

Healthcare 98

Healthcare AI Artificial Intelligence Technology 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

MattsenKumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Customer Satisfaction Contact Center CRM 84

Fonolo

NOVEMBER 26, 2020

However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are. CustomerService Click To Tweet.

Contact Center 167

Contact Center Touchpoint Customer Service 167

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. This year, we’ve published our full selection of customer service conferences and contact center summits in North America.

Customer Service 129

Customer Service Contact Center CX Education 129

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. As we step into the next 12 months, four key trends are poised to reshape the industry, each carrying the potential to propel businesses to greater heights if harnessed effectively.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Generative AI is here to stay.

AI 52

AI Customer Experience CX Gaming 52

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Generative AI is here to stay.

AI 52

AI Customer Experience CX Gaming 52

Zendesk

OCTOBER 18, 2023

Simultaneously, government and industry compliance standards are constantly developing. Enable agents to access only the customer data they need Redaction can help protect personal information that CX professionals don’t need access to, but what about the data they do need?

Customer Experience 69

Customer Experience Compliance Government CX 69

TeamSupport

JULY 31, 2023

And while your team may be following through with their duties as customer service professionals, it’s nearly impossible to understand the nuances of what’s happening behind their interactions with customers without the proper tools. All of this data can be collected via website live chat , email, phone, forums, social media, etc.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Zendesk

JANUARY 9, 2023

Professionals in the biotechnology, pharmaceutical, and medical technology industries want to access customer support that’s knowledgeable, responsive, and accurate—just like anyone else. To grow and retain customers, companies in the life science industry need to create a customer service experience that meets those expectations.

Pharmaceutical 52

Pharmaceutical Customer Service CX Technology 52

The DiJulius Group

DECEMBER 29, 2021

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees. CX has now replaced marketing when it comes to creating a brand perception and it requires a skillful professional to.

CX 84

CX Customer Experience 84

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. Telecom Customer Journey and Experience Management Explained.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Totango

JANUARY 2, 2024

In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth. Need help getting started?

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99