Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Call Experts

DECEMBER 19, 2023

Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery.

Call Center 52

Call Center Industry Feedback Communication 52

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

ECXO

MARCH 4, 2024

At the European Customer Experience Organization (ECXO) , we firmly believe that International Women’s Day on March 8th is significant and essential for acknowledging and celebrating the invaluable contributions of women across all spheres of life. appeared first on ECXO - European Customer Experience Organization.

Innovation 52

Innovation Connections Customer Experience Customers 52

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. Reward, recognition, and competition are all excellent motivators. It can even be as simple as creating leaderboards to showcase your highest-performing team members.

Gamification 79

Gamification Contact Center Training Feedback 79

Call Experts

APRIL 8, 2024

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. The award started 27 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call-handling experience.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

ShepHyken

DECEMBER 18, 2023

Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights.

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

Magellan Solutions

FEBRUARY 14, 2024

This improves customer satisfaction. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times. Latest technology – Large outsourcers invest heavily in analytics, CRM, speech recognition, and other tools to optimize the patient experience and provider operations.

Call Center 98

Call Center Healthcare Company Hospitality 98

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

Strativity

AUGUST 30, 2023

At Material, we understand the integral role design plays in the larger customer experience,” added Bill Kanarick, CEO of Material. “To About the IDEA Awards Established in 1980, the International Design Excellence Awards (IDEA) are presented annually by the Industrial Designers Society of America (IDSA).

Industry 52

Industry Company Customer Centricity Innovation 52

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 137

Employee Engagement Engagement Strategy Effort Score 137

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. This, in turn, leads to higher customer retention and increased profitability for the business.

Contact Center 78

Contact Center How To Call Center Gamification 78

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

How To 100

How To Call Center Contact Center Feedback 100

SurveySparrow

SEPTEMBER 29, 2023

Employee recognition is not just a nice-to-have; it’s a must-have for any organization aiming to boost employee engagement and create a positive employee experience. In this guide, we’ll delve into the art and science of giving kudos effectively, leveraging employee recognition software, and much more.

How To 52

How To Employee Engagement Employee Experience Culture 52

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. This recognition shines a spotlight on our commitment to offering an easy and efficient implementation process. The onboarding experience was in-depth and thorough.

Report 108

Report Effort Score Customer Centricity User Experience 108

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Optimove

DECEMBER 4, 2023

Take your customer segmentation to the next level with our advanced guide Download Now We’re happy to announce the winners of the 3rd annual Heptagon Awards! “Congratulations to all of the Heptagon Award nominees and winners,” said Varda Tirosh, Optimove’s Chief Customer Officer.

CRM 59

CRM Marketing Chief Customer Officer Tips 59

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. However, many companies are still struggling to make the customer service experience as effortless as possible.

Trends 136

Trends Customer Service Self Service Contact Center 136

Interactions

MARCH 16, 2023

Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service , acknowledging our outstanding use of technology and partnership with NVIDIA. The Interactions-NVIDIA partnership was a Bronze Stevie Winner in the Achievement in Customer Service Automation category.

Interaction 62

Interaction Technology Customer Service Contact Center 62

BirdEye

MARCH 6, 2023

Digital customer experience has become one of the most critical factors in building a successful business. With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly.

Healthcare 98

Healthcare Automotive Hospitality Social Media 98

NobelBiz

APRIL 4, 2023

We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. At NobelBiz, we strive to provide the best client experience we can, and this recognition from G2 is a confirmation of our efforts.

Report 52

Report Contact Center Meeting Innovation 52

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. If it’s not already clear, customer service directly impacts revenue. So, what do you need to do?

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Further, their customer service teams were challenged with consistently and equitably allocating available inventory.

Transportation 52

Transportation Apparel Sports Ecommerce 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

CSM Magazine

SEPTEMBER 26, 2023

Outsourcing firm receives recognition from the Society of Consumer Affairs Professionals. based outsourcing and co-sourcing provider, is thrilled to announce its recognition at the Society of Consumer Affairs Professionals (SOCAP) Impact Awards Gala. Premier BPO, a U.S.-based

Innovation 59

Innovation Training Industry Customer Service 59

Thematic

MARCH 27, 2024

Being a utility, they usually only hear from customers when things are going wrong. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Clarivate

OCTOBER 29, 2021

In 2020, Clarivate announced a new world-leading Center of Excellence in Chandler, Arizona. On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area.

Company 98

Company Customer Care Innovation Culture 98

Horizon CX

APRIL 1, 2020

Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The knowledgeable server helped them with their menu selections and wine, and from there, their dining experience became truly memorable.

Hotels 147

Hotels Conference Travel Advertising 147

Magellan Solutions

AUGUST 17, 2023

It produces smoother transitions and results in excellent audio and visual quality. It also handles customized AI models. Our expertise and experience in outsourcing make us an ideal partner for your business. Work with Magellan Solutions to streamline your business and deliver excellent results. Synthesia.io

Video 98

Video Tools Social Media e-support 98

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. To build an enterprise solution, developer resources, cost, time and user-experience have to be balanced to achieve the desired business outcome.

Metrics 94

Metrics User Experience System Data 94

Magellan Solutions

FEBRUARY 15, 2024

An accessible, reliable helpline is an excellent investment in keeping your healthcare enterprise’s operations running smoothly and improving patient care, response, and treatment. Our healthcare professionals value hard work, excellence, and quality service—flavored with the Filipinos’ trademark naturally hospitable culture.

Call Center 52

Call Center Healthcare Company Hospitality 52

GlowTouch

AUGUST 23, 2022

GlowTouch is an Aspirant in the consulting giant’s annual compilation of outsourcing excellence and follows another year of ushering in new clients and opening additional contact center locations. The Everest Group recognition comes as the company celebrates its 20th year in the industry. “It

Customer Experience Management 52

Customer Experience Management Management Customer Experience Contact Center 52

Call Experts

JUNE 22, 2023

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. The award started 27 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call-handling experience.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Examples 120

Examples Customer Experience Hotels Banking 120

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. But is it creepy ? So, Is it Creepy?

Technology 118

Technology Analysis Software Study 118

ImprintCX Articles

NOVEMBER 6, 2023

Q: While all customers should be treated well, do you think all customers should be treated exactly the same? Q: What is your most favorite customer experience memory? Those stories mean the most and we share them as part of our Heroes of Hospitality recognition wall for fans, guests, and customers to see.

Entertainment 52

Entertainment Culture Sports Guest Experience 52

Call Experts

NOVEMBER 8, 2022

Call Experts of Charleston, SC has been honored with the exclusive 2022 Award of Excellence for 14 years. The CAM-X Award of Excellence is a prestigious recognition of exemplary customer service in our industry. Feedback is an invaluable part of our desire for continuous improvement. We are grateful for this honor.”

Call Center 52

Call Center Contact Center Customer Satisfaction Industry 52