MyCustomer Experience

MARCH 10, 2023

10th Mar 2023 By Derek Forrest Cloud Solutions Specialist Sabio Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step.

CX 52

CX 52

Helpt

APRIL 8, 2024

Each service addresses distinct facets of technical support needs by ensuring that end-users receive not just timely assistance, but solutions rooted in deep technical knowledge and understanding. With HelptTech, businesses gain access to a team of specialists capable of troubleshooting, diagnosis, and resolution.

Customer Satisfaction 52

Customer Satisfaction Business Operations Technology Technology 52

Logicalware

FEBRUARY 29, 2024

With a growing number of businesses and consumers relying on its specialist services, it needed to find a new way of working to create a more agile and scalable contact centre.  Replacing its outdated, on-premise telephony system to a cloud-based solution has been a game-changer.

Social Media 59

Social Media Customer Satisfaction Technology Technology 59

Zendesk

MARCH 3, 2021

So it’s no surprise — and a great relief — that vaccine management solutions are hitting the market. In conjunction with TCS, we set out to offer the Zendesk Vaccine Management Solution, something with quick time to value—so that a pharmacy, clinic, government or other provider can deploy a complete vaccine management solution in weeks.

Compliance 95

Compliance Government Innovation 95

CallCare

MAY 17, 2023

But choose the right specialist to outsource your customer services to, and you’ll be confident that your customers will have a high quality experience. Specialist services guarantee professionalism Choose the right agency to partner with, and you’ll be guaranteed a professional and consistently high quality service.

Customer Service 52

Customer Service Customer Satisfaction Start-ups Technology 52

TeamSupport

SEPTEMBER 23, 2020

Assisting Customer Support Specialists. The coming of AI has made it a lot easier for customer support specialists to perform their tasks. Today, operators can easily identify issues along with their solutions as advanced AI assistants guide them by pointing out the appropriate steps they need to be taking.

Artificial Intelligence 96

Artificial Intelligence B2B AI Customer Service 96

Intercom

MARCH 7, 2024

Over time, support tech stacks have become disconnected and overly complex, often consisting of multiple point solutions, including a main customer support system, with additional tools for things like workforce management, QA, and multiple integrations bolted on to the edges.

AI 59

AI Customer Service Engineering Voice of the Customer 59

ECXO

SEPTEMBER 6, 2023

Global Vice President at Datacurate Technologies Andreas Heiz , Director Marketing Technology & Personalization Solutions EMEA/AP at SAS Corinna Klaes , Solution Specialist for Customer Intelligence at SAS and European Customer Experience Organization (ECXO) Facilitator and Ambassador What’s in store for you during this session?

Customer Experience 75

Customer Experience Omnichannel CX Innovation 75

Intercom, Inc.

NOVEMBER 13, 2019

To properly triage new requests and route them to the right specialist on the team, it was critical to gather a standard set of details for each request. Our tech support specialists have all the details they need the minute they pick up the conversation. Triage remains manual, repetitive, unglamorous work. Painful, right?

Start-ups 143

Start-ups Education Business Operations Sales 143

ECXO

AUGUST 27, 2023

Global Vice President at Datacurate Technologies Andreas Heiz , Director Marketing Technology & Personalization Solutions EMEA/AP at SAS Corinna Klaes , Solution Specialist for Customer Intelligence at SAS and European Customer Experience Organization (ECXO) Facilitator and Ambassador What’s in store for you during this session?

Customer Experience 52

Customer Experience Omnichannel CX Technology 52

TeamSupport

SEPTEMBER 21, 2020

The use of automation also boosts the resolution process as it identifies and delivers solutions on time. Additionally, these AI-powered tools can learn from common issues and offer accurate solutions for a specific issue. AI has also made it a lot easier for customer support specialists to perform their tasks.

Artificial Intelligence 98

Artificial Intelligence B2B AI Contact Center 98

Shep Hyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. Create self-service solutions. As a result, it makes sense for brands to create self-service solutions like e-books, videos, tutorials, etc.,

Customer Experience 65

Customer Experience Net Promoter Score Omnichannel Social Media 65

DMG Consulting

JANUARY 17, 2021

Mass acceptance of self-service solutions to the point where they are the preferred servicing channel . Interview a large number of your employees – agents, supervisors, managers, QM specialists, WFM administrators, operations, etc., Adoption of video as a primary communication channel. Develop a plan for staffing your contact center.

Contact Center 105

Contact Center Technology Technology Innovation 105

Futurelab

DECEMBER 27, 2023

If you’re ambitious and seek to make a meaningful impact on your organization, this journey presents a pathway outside of the specialist position and into higher levels of management. Embracing this transformative process ensures their continuing relevance in the evolving business landscape.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Logicalware

SEPTEMBER 1, 2021

Norwegian company Puzzel , an innovative specialist in cloud-based contact centres, has invested heavily in recent years to offer a flexible and scalable online solution to organisations of all types and sizes that want to optimise their customer services and customer experiences. .” ” Smart experience.

Omnichannel 98

Omnichannel Artificial Intelligence Innovation Social Media 98

Fonolo

JANUARY 12, 2021

” NICE software is, and customers are a combination of companies they’ve bought over time, but Fonolo’s solution works with them all. Their software comes with a virtual queuing solution, the same ‘click-to-call’ functionality as many other platforms (including Fonolo). How Does Virtual Queuing Technology Work?

Contact Center 137

Contact Center Technology Technology 137

Fonolo

JANUARY 19, 2021

Fonolo has been the call-back specialist for over a decade, so we know a thing or two about what makes a call-back different from a virtual queue. Virtual queuing is the simplest type of call-back solution available. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. What is a call-back? What is Virtual Queuing?

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

TeamSupport

MAY 12, 2020

In Part 1 and Part 2 , we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Here are five key points to consider when making the switch and managing the process for properly utilizing your new support solution: 1) Understand the full scope of switching to your new solution.

B2B 59

B2B Start-ups Customer Experience 59

CX Accelerator

SEPTEMBER 24, 2019

But if you can empathize enough to identify where there are tensions between the new world versus the old, and aim to broker solutions collaboratively, this gives you the ability to achieve change in a way that’s respectful of all parties, allowing you to develop truly trusting relationships. CX work sure isn’t easy.

CX 282

CX Education Social Media Government 282

CallCare

JULY 25, 2023

These call centres can be run in-house or by specialist third-parties. Additionally, you may require systems that can record calls, problems and solutions. A specialist third-party will ensure your phone lines are staffed with skilled customer service representatives whenever you want them to be.

Sales 52

Sales Customer Satisfaction Customer Service 52

Intercom, Inc.

APRIL 4, 2022

I have since moved to the Core Technologies team , a group of specialists with expertise in the core technologies that Intercom uses – MySQL, Ruby, Rails, and Elasticsearch, to name a few. It can be tempting to try to solve every problem with an exciting solution, but introducing unnecessary complexity can create issues down the line.

Engineering 118

Engineering Start-ups Technology Technology 118

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. However, features, functionality, and underlying technology vary greatly from one IA solution to the next.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Customer Experience Matrix

APRIL 15, 2024

This poses an obvious threat to customer cloud vendors like Salesforce, in good part because it expands the ability of IT and data teams to build their own solutions rather than buying them. The ecommerce world has managed this to some extent, with ‘headless’ solutions and standards enforced by the MACH alliance.

Artificial Intelligence 45

Artificial Intelligence Machine Learning AI 45

CX Accelerator

SEPTEMBER 24, 2019

But if you can empathize enough to identify where there are tensions between the new world versus the old, and aim to broker solutions collaboratively, this gives you the ability to achieve change in a way that’s respectful of all parties, allowing you to develop truly trusting relationships. CX work sure isn’t easy.

CX 208

CX Education Social Media Government 208

DMG Consulting

SEPTEMBER 12, 2023

Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance. From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Logicalware

JANUARY 29, 2024

It’s time to implement a solution that alleviates the stress of contact centre agents and resolves the concerns of customers. One way to do this is to invest in Puzzel solutions and technology that facilitates the implementation of chatbots and artificial intelligence (AI), which in turn empowers agents.

Customer Experience 52

Customer Experience Artificial Intelligence Data Entry Omnichannel 52

Shep Hyken

SEPTEMBER 28, 2022

Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform. About: Mita Bedi is a customer experience specialist, thought leader, CEO, and Co-founder of Resonate Solutions. Customer Delight as a Survival Strategy.

Business Consulting 65

Business Consulting Customer Service CX Customer Relationship 65

DMG Consulting

JANUARY 17, 2021

Mass acceptance of self-service solutions to the point where they are the preferred servicing channel . Interview a large number of your employees – agents, supervisors, managers, QM specialists, WFM administrators, operations, etc., Adoption of video as a primary communication channel. Develop a plan for staffing your contact center.

Contact Center 62

Contact Center Technology Technology Innovation 62

TeamSupport

JUNE 3, 2020

It’s common to get multiple emails a day requesting meetings or inviting us to webinars to learn about various software solutions. A support software solution should be a home point for all customer interactions with information that is visible and accessible to support, sales, and product development teams. Determine a budget.

B2B 64

B2B B2C Finance Business Operations 64

CX Accelerator

SEPTEMBER 24, 2019

But if you can empathize enough to identify where there are tensions between the new world versus the old, and aim to broker solutions collaboratively, this gives you the ability to achieve change in a way that’s respectful of all parties, allowing you to develop truly trusting relationships. CX work sure isn’t easy.

CX 182

CX Education Social Media Government 182

Qmatic

APRIL 16, 2021

As a patient flow management specialist, my job is to help our clients improve their patient and staff experience by using patient flow management techniques. In this article, I'll describe what a COVID-19 vaccination scheduling solution is and how it fulfills patient and healthcare providers current needs.

Healthcare 45

Healthcare 45

Intercom

AUGUST 4, 2021

Whether you’re applying for a Customer Support Specialist role, or a Customer Support Engineer role, the process is very similar. Our Support Specialists are responsible for onboarding, educating, and supporting our customers on a global level. We try to creatively find solutions rather than identifying roadblocks and giving up.

Engineering 119

Engineering Start-ups Education Innovation 119

Lumoa

JANUARY 19, 2023

User Experience Specialist or Manager This position is in charge of improving the customer experience through human-centered, design-thinking methodologies. Throughout all touchpoints and channels, the User Experience Specialist is responsible for creating an enjoyable, seamless, and intuitive customer experience.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Zendesk

AUGUST 4, 2021

Without dedicated roles and an easy-to-deploy customer service solution, both of which we explore below, your customers might be left frustrated and confused when contacting you to solve problems. Functional specialists now assume roles once covered by generalists, and processes and policies replace ad hoc decision making.”.

Customer Service 98

Customer Service Social Media CX AI 98

Shep Hyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Automating customer services is the way forward.

Customer Experience 65

Customer Experience Customer Satisfaction AI Actionable Insights 65

Logicalware

DECEMBER 13, 2022

In 2022, as a company, we: Launched a suite of new solutions and features to help businesses meet demand for smarter, more personalised and empathetic customer experiences. These included Puzzel Dashboard, Smart Chatbot, Performance Management, and more! Our commitment to you… For 2023 our aim is clear.

Touchpoint 97

Touchpoint Technology Technology Innovation 97