Futurelab

DECEMBER 27, 2023

But while a distilled insight often marks the conclusion of the task for a researcher, it is still only the inception point of a long transformative process for a CX manager. Learn about their objectives, challenges, and how CX improvements can align with and support their goals.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Inside Customer Service

JUNE 16, 2022

How do you manage your team? Customer service reps often become transactional because that's precisely how they're managed. I asked the executive how he managed his team. I asked the executive to share more about how the team was managed. All of the training for this company's support team was transactional.

Customer Service 192

Customer Service Customer Retention Start-ups Customer Satisfaction 192

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

TeamSupport

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Sales 52

Sales Customer Satisfaction 52

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Help Scout

AUGUST 22, 2023

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more. Read the full article

98

98

Lumoa

JANUARY 8, 2024

This feature automatically detects and analyzes these languages, making global customer support and feedback analysis a breeze. Product Development Insights: Spot trends and customer preferences, guiding your next product iteration to align with market demands and expectations. Language Detection: This one is self-explanatory.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Uniphore

JULY 1, 2021

It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call center life. Rather than running another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. They can take several forms, including: In-app guides. Customer support platforms.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Comm100

OCTOBER 17, 2023

Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. They can handle basic queries, guide users, or escalate issues to human agents. Human engagement is still a vital aspect of customer service and support.

Customer Service 73

Customer Service Social Media Omnichannel AI 73

Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. In this guide, we cover workforce management in detail so you can traverse the tightrope of your day-to-day operations. What is workforce optimization?

AI 52

AI Customer Satisfaction CX Construction 52

Zendesk

JANUARY 24, 2024

Ongoing support and feedback during this period further contribute to a seamless transition, which ensures that new hires perform their duties effectively, feel fully integrated into the workplace culture, and contribute to the team’s success. Managers: Managers are directly responsible for guiding new employees in their roles.

Compliance 59

Compliance Start-ups Legal Construction 59

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. These behaviors will guide our strategy as we continue to evolve and innovate. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Zendesk

OCTOBER 6, 2023

Today’s technical support engineers have their hands full. From handling basic account management issues to tackling complex technical problems, your team is busy on the front lines ensuring customers reach successful resolutions.

Engineering 52

Engineering Customer Loyalty AI 52

Intercom

APRIL 10, 2024

Fin AI Copilot gives every customer service agent their own AI assistant in the inbox, helping your team find instant, accurate answers based on your support content. With Fin AI Copilot, you can keep a close watch on how your support teammates are using Fin to continuously enhance the quality of your customer service.

AI 69

AI Innovation Customer Service Gaming 69

Zendesk

MARCH 20, 2024

Customer service quality assurance is a strategy that evaluates customer support interactions and identifies where you can improve to provide five-star service. In this guide, we touch on why QA is so important, how you can establish it in your organization, and how it relates to the customer experience (CX).

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

Execs In The Know

APRIL 14, 2024

This Brand Spotlight from April’s issue of CX Insight magazine delves into Lovevery’s innovative approach to nurturing customer relationships and how it empowers its support teams to excel in every interaction. This adaptability underlines their ability to manage growth effectively while maintaining a high standard of service.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Fonolo

JUNE 22, 2021

Getting started is easy: you can read all about it in our latest practical guide, How to Foster Engagement in a Hybrid Contact Center , a rich report offering concrete insights and best practices for supporting your employees whether they’re in-office or remote. Invest in AI to support your agents. Weekly full-company meetings.

Contact Center 151

Contact Center Start-ups Technology Technology 151

Intercom, Inc.

JANUARY 18, 2023

Are you providing the right support and delivering ongoing value? Are you providing the right support and delivering ongoing value? Japna Sethi, Group Product Manager, Growth, at ProductBoard. Proactively engaging and supporting your customers. “Are you attracting and engaging the right customers?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Zendesk

MARCH 31, 2023

Zendesk for Google Chat Zendesk for Google Chat (Support) allows you to get notified and take quick actions on Zendesk tickets right from Google Chat. Caffeinated CX Caffeinated CX (Support) is a powerful tool designed to streamline and automate support processes for customer service representatives, saving them valuable time and effort.

Artificial Intelligence 94

Artificial Intelligence Machine Learning Compliance Contact Center 94

Zendesk

APRIL 29, 2022

AfterShip Returns Center (Support) is a must-have returns management portal that ensures a happy post-purchase experience. Relieve yourself of the hassle to manage all the return requests, and choose the option to update the returns’ status in one place. Timers (Support) helps you manage SLAs, OLAs, deadlines, and reminders.

Artificial Intelligence 98

Artificial Intelligence Contact Center CRM Omnichannel 98

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

Customer Experience 98

Customer Experience B2B Gaming Customer Satisfaction 98

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Understanding the possible dilemma, we’ve curated a quick guide for businesses. Your agents save multiple efforts.

Customer Service 138

Customer Service Technology Technology AI 138

Fonolo

FEBRUARY 7, 2023

But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution.

Customer Service 140

Customer Service Innovation Customer Satisfaction Technology 140

Helpt

FEBRUARY 27, 2024

Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Leadership and Decision-Making : Strong leadership is critical for guiding your team toward success. In the world of MSPs, people can struggle without a supportive party, strategic decision-making, and technical expertise.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Lumoa

NOVEMBER 3, 2022

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? Events marked “Done” now highlighted on Impact page! and we can migrate your old account to a new one.

Close the Loop 83

Close the Loop Start-ups AI Customer Feedback 83

TeamSupport

APRIL 11, 2024

Manufacturing supports the global economy by ensuring quality processes lead to the timely delivery of goods and services. When production and logistics are responsible for meeting high standards, high-quality customer support is vital. Delivering an exceptional customer support experience is essential for business success.

Manufacturing 40

Manufacturing Social Media Customer Satisfaction Technology 40

Taylor Reach Group

MAY 11, 2021

Developing Guiding Principles that Align Company Mission, Vision & Strategy with Call Center Mission, Vision & Strategy. While Guiding Principles can be developed in isolation (i.e. It supports the company mission and vision at ground level. What are Guiding Principles? How can this gap be addressed?

Customer Service 145

Customer Service Customer Satisfaction CX 145

Zendesk

FEBRUARY 12, 2024

These digital platforms bring together a diverse range of perspectives from industry experts, CEOs, consultants, and front-line service providers, who discuss emerging trends, challenges, and effective solutions in customer service and support.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Zendesk

MARCH 30, 2022

Microsoft Teams for Support. Microsoft Teams for Support (Support) helps resolve tickets faster, simplify employee workflows, and boost team performance. Ultimate CS Automation Explorer (Support) (Chat) helps you estimate your automation potential and discover the impact that AI could have on your customer support.

Construction 98

Construction Government Education CRM 98

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. This agreement contains the details of each party’s responsibilities and accountabilities associated with the protection and management of PHI.

Contact Center 52

Contact Center Compliance Healthcare Education 52

TeamSupport

APRIL 23, 2024

When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Liberation from Repetitive Tasks The battleground of software support is strewn with the shackles of repetitive tasks. The result?

Actionable Insights 40

Actionable Insights Innovation Customer Satisfaction Customer Expectations 40

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers. What Is Customer Support Enablement? First, we’ll define what customer enablement is.

B2B 82

B2B Net Promoter Score Education Social Media 82

Zendesk

NOVEMBER 30, 2023

Zoom Phone for Zendesk Zoom Phone for Zendesk (Support) enhances your Zendesk experience and streamlines your workflows. Maven AGI Co-Pilot Maven AGI Co-Pilot (Support) is the modern AI-powered co-pilot for your support team. Maven helps customers deploy the power of AI to improve the support experience.

AI 52

AI CRM Start-ups Engineering 52

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? Remember, SEM is a holistic approach.

Education 62

Education Structured Data 62