Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.”

Sales 223

Sales Start-ups Customer Relationship Technology 223

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Fonolo

APRIL 29, 2021

However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. If you’re thinking of launching your own call center, here’s a guide to help you calculate the costs involved.

Contact Center 128

Contact Center CRM Technology Technology 128

Fonolo

MAY 25, 2022

Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. When it comes to reducing call center costs, start here. Start by calculating your total operating expenses. How to Calculate Cost Per Contact in the Call Center. Consider outsourcing.

Technology 87

Technology Technology Contact Center CRM 87

Intercom, Inc.

FEBRUARY 26, 2018

As well as being a critical philosophy behind how we build software, it also represents how I feel about the software industry and technology in general. In simple terms, in order for a company to succeed they must have a good business idea and be able to consistently execute and evolve that idea better than anyone else.

Engineering 224

Engineering Technology Technology Innovation 224

Helpt

AUGUST 25, 2023

It's something every business owner faces, especially in the beginning when you death stare at your funding while it slowly creeps toward zero. You might think, "Well, how difficult can it really be? Why pay some random person to handle my customers? I can handle the support line just fine!" So, take a moment.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? According to a report by Microsoft 95% of consumers consider customer service crucial for brand loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Hodusoft

MARCH 21, 2024

Don't Let Challenges Sink Your BPO! Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. We can say that BPOs are like a helping hand, allowing businesses to focus on what they do best while letting experts handle specific tasks on their behalf.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Execs In The Know

OCTOBER 11, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. This disruption caused a significant shift in VMO priorities. Chat transactions.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

Taylor Reach Group

JUNE 9, 2020

COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers. Onshore hasn’t fared much better. by JD Fairweather.

Contact Center 129

Contact Center Machine Learning Government Technology 129

Intercom, Inc.

JUNE 13, 2018

Of all the ways to get your message into the world, staging events might not seem like the most efficient or scalable. But that misses a few important qualities that only live events can offer. In our industry there are dozens, if not hundreds of ways you can get in front of your customers or people you’d like to be your customers.

Start-ups 205

Start-ups Finance Education Sales 205

Helpt

FEBRUARY 27, 2023

SMBs may hesitate to invest in technical support due to their focus on growth, but outsourcing can boost revenue and growth simultaneously. One way to achieve this goal is by investing in customer experience. This can lead to increased output and a more productive workforce.

Manufacturing 52

Manufacturing Customer Loyalty Customer Satisfaction Customer Acquisition 52

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Here, I will tackle some of the common questions around it: Does it exist?

B2B 291

B2B Engineering Start-ups Transportation 291

CallCare

SEPTEMBER 29, 2023

Omnichannel customer service is a widely adopted strategy which focuses on delivering consistent, seamless customer support across multiple different touchpoints. Read on for a guide to the benefits of omnichannel customer service for businesses, and how to start implementing it. Want to find out more?

Omnichannel 52

Omnichannel Customer Service Social Media Touchpoint 52

Fonolo

MAY 25, 2022

Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. When it comes to reducing call center costs, start here. Start by calculating your total operating expenses. How to Calculate Cost Per Contact in the Call Center. Consider outsourcing.

Technology 67

Technology Technology Contact Center CRM 67

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. 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. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

MARCH 14, 2022

These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Let’s talk more about the front-and-center transformation that the majority of people are exposed to, the customer experience side. Focusing can help you cut through your issues.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. About 68% of consumers say they would pay more for a product or service from a company that has a reputation for great customer service. By 2028, it is expected to reach USD 34570.73

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Shep Hyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 65

Customer Service Omnichannel Social Media Construction 65

Zendesk

FEBRUARY 21, 2024

Evolving technology means customers are no longer limited to shopping locally. No longer are they just selling products or services—they’re building relationships and selling a great customer experience. No longer are they just selling products or services—they’re building relationships and selling a great customer experience.

Sales 52

Sales Social Media CRM B2B 52

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. Their patience is never shorter than when dealing with your call center. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets. What can a call center manager do?

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Customer Service Life

MAY 20, 2019

Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Fast forward a few years, and I now work for the outsourcer. Here are four ways an outsourcer can help.

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers.

Customer Loyalty 119

Customer Loyalty CRM Customer Relationship Management Sales 119

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help. Read on to see best practices for reshaping your CX program (or starting your brand new one).

CX 97

CX VOC Customer Journey Map Contact Center 97

Fonolo

JUNE 29, 2021

No matter what brand or industry you represent, denying your employees the right tools to do their job properly is a sure-fire way to lower engagement. With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health.

Technology 91

Technology Technology Contact Center AI 91

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. Outsource the rest.” It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Drucker once said “Do what you do best. Of the two, which one would you choose?

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Shep Hyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. (The DiJulius III.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

Fonolo

MARCH 3, 2022

In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. .

Customer Satisfaction 87

Customer Satisfaction Technology Technology CRM 87

Customer Service Life

DECEMBER 7, 2017

Click here to read the original. When it comes to outsourcing customer service you may encounter a couple of different staffing models. The first is a shared model where you pay per minute for an agent’s time only when they are speaking with customers. Shared Outsourced Agents. The Advantages of Dedicated Agents.

Customer Service 68

Customer Service Contact Center Customer Experience 68

Shep Hyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. How can businesses position themselves for success when the future is so uncertain? If you’re not serving the customer, your job is to serve someone who is.” - @jtwatkin #CX4Now #CX #CCTR Click To Tweet. Jeremy Watkin. “If

Contact Center 142

Contact Center Customer Experience AI CX 142

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs. Janeen Ansell. Rob Boirun. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

Zendesk

APRIL 6, 2021

Modern call centers are much better places to work. More companies are realizing that improvements in customer service training and work satisfaction have a big impact on reducing call center burnout and improving customer retention and satisfaction. What’s the difference between a call center and a contact center?

Contact Center 52

Contact Center Omnichannel Start-ups Technology 52

Zendesk

MAY 3, 2023

No two customers are alike. Just as no interaction with any one customer is always the same. Various factors, both within and outside your control, can influence a customer’s emotions and require a different approach. If it feels strange to outsource a kinder, gentler response to a machine, rest assured.

AI 52

AI Customer Experience Sentiment Analysis Technology 52