CommBox

DECEMBER 14, 2023

One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots. Traditional customer service models often struggle to meet these expectations, resulting in frustrated customers and potential business losses.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

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

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. If you’re only collecting VoC data through a feedback form, you’re missing out on valuable insight. Why you should care about the Voice of the Customer?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Logicalware

FEBRUARY 1, 2024

Customers expect fast, convenient, and personalised service across multiple channels, and enquiries are more complex and in bigger volumes than before. Customers can also enjoy a more personalised service, as the system can tailor the responses based on the customer’s profile, preferences, and context.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Social Media 52

Lumoa

OCTOBER 20, 2022

It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well. An excellent way to do this is through using survey analytics and social media reviews. Another benefit of excellent customer experiences is improved customer retention.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

MattsenKumar

MAY 7, 2024

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 Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

Intercom, Inc.

APRIL 13, 2021

For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational databases, the Simple Queue Service (SQS) for our async workers or ElastiCache for our caching layer.

Engineering 249

Engineering Start-ups Technology Technology 249

Experience Investigators

MAY 7, 2024

Those enable programs to analyze data sets, recognize patterns, and deliver outputs we can understand. Unlike traditional AI, which excels at pattern recognition, generative AI excels at generating outputs from its source material. Yet, there are still challenges in unifying data across channels and systems.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

InteractionMetrics

MAY 16, 2024

So, an excellent place to start is to gather your team and rank order your priorities and customer questions. Our methods include workshops, customer service evaluations, and a wide range of surveys. In this phase, we create a portal so you can see your data as it comes in in real-time.

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

Fonolo

JULY 5, 2022

Some people aren’t used to an environment where excellence is expected.” But these days, customers expect excellence. . With that data, you can inform performance management and improve the customer experience. That’s an excellent start but insufficient to measure, monitor, and improve call quality.

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

ECXO

APRIL 10, 2024

It’s only when these customers interact with a business, such as through a purchase or a service call, that their “superposition” collapses into a specific need, desire, or expectation. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Hodusoft

MARCH 15, 2024

As per a report , brands that offer excellent customer service make 5.7 But what if you could transform your customer service and turn it into a revenue-generating powerhouse. times more revenue as compared to their competitors who are at the bottom of the customer experience rankings.

Omnichannel 52

Omnichannel Gaming CX Touchpoint 52

Zendesk

MAY 8, 2023

Here are three ways software and cloud services companies can use AI to control costs: 1. Reduce operational costs without degrading service quality There’s a general consensus among technology leaders that now is not the time to scale back customer support. “That amounts to about $1.3M saved due to the reduction in tickets.”

AI 98

AI CX Customer Satisfaction Omnichannel 98

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Execs In The Know

FEBRUARY 6, 2024

Companies began to realize that customers sought more than just the functional benefits of a product or service; they craved enriching and immersive experiences. Moreover, TX initiatives encourage internal collaboration and provide more comprehensive insights, leading to better product and service design and delivery.

CX 102

CX Business Growth Technology Technology 102

Fonolo

MARCH 28, 2023

Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Excellent customer experience is a must and should never be overlooked. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Fonolo

NOVEMBER 11, 2022

Set against the backdrop of global labor shortages and increased importance placed on customer service, call center agents find their status rising. . Bigger, faster data also continues to change how we work and communicate with each other. IVR and Self-Service Step Up . Proactive Self-Service . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways. Getting a budget is never an easy task.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. Segments for navigation : Users appreciate the customizable segments that help with easy navigation across different portfolios and real-time data pulling, offering valuable insights. The onboarding experience was in-depth and thorough.

Business Operations 110

Business Operations Customer Satisfaction Sales Customer Service 110

Zendesk

FEBRUARY 27, 2024

AI is radically transforming the world of customer service, and at Zendesk Relate , you’ll gain insights and best practices to lead your organization through this next wave of transformation successfully and make your business ready for AI-first service.

AI 59

AI CX Gaming Customer Service 59

TeamSupport

APRIL 17, 2024

It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line. Customer Success Tools Beyond solving current issues, foreseeing and preventing future problems is the hallmark of excellent customer service.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

Zendesk

SEPTEMBER 7, 2022

Change is the only constant in the retail service industry. For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores. Our goal is to ensure that agents can access as much customer data as possible.

Retail 98

Retail CX Non-Profits Omnichannel 98

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. There is very little doubt today that it revolutionizes the way companies, and customer support services interact with their customers.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Fonolo

MARCH 18, 2021

You’ve probably heard the terms ASA and service level. What is Service Level? Service level is a standard way contact centers measure performance and efficiency. For example, a contact center with an 80/20 service level answers 80% of calls within 20 seconds. For example, an 80/20 service level is a strong service level.

Contact Center 162

Contact Center Technology Technology 162

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals.

Contact Center 69

Contact Center AI Technology Technology 69

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101

Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. The customer service industry is evolving and hasn’t looked back. CX leaders are finally realizing the key to outstanding service is happy employees.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

TeamSupport

APRIL 3, 2024

Customer Self-service The importance of enhanced customer experience can not be overstated. TeamSupport offers a robust knowledge base, self-service portal, and interactive community hub where your customers can ask questions, share ideas, and solve issues even outside business hours.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management CRM 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? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Intercom

AUGUST 23, 2022

Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand. In fact, 93% of customers are more likely to remain loyal to companies with excellent support. Let customer data drive your efforts.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Win the Customer

SEPTEMBER 6, 2023

Customer service is the lifeblood of any business. It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation. Instant Responses AI-driven chatbots excel at providing quick responses to customer inquiries.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

CommBox

MAY 18, 2022

Some cases may require an overhaul of the customer service experience. Poor Customer Service and Support. A staggering 42% of consumers consider poor customer service experience a decisive factor in stopping doing business with a company, making it one of the leading causes of excessive churn rates. . © Shutterstock.

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

SurveySensum

DECEMBER 29, 2023

Harnessing patient insights allows healthcare providers to tailor their approaches, fine-tune services, and amplify patient-centric care. In exploring strategies for healthcare optimization, it’s essential to delve into the realm of physician credentialing services to ensure a seamless and efficient medical practice.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

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

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Costs can be reduced with planning and acting on data. This helps get bosses on board with investing in customer service as a profitable sales tool. Human based customer service is one of these.

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. Put your data to work .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

Omnichannel 52

Omnichannel Contact Center Social Media Innovation 52