InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 260

e-support Healthcare Multi-Channel Call Center 260

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

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

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief.

Company 529

Company B2C Employee Experience Culture 529

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition.

Customer Experience 423

Customer Experience Social Media Customers Video 423

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. Let’s begin by delving into some of the implications of delivering perfunctory service and how that can negatively impact the business.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Daniel Group

APRIL 18, 2024

Want to Improve CX Significantly? Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication.

Communication 98

Communication Strategy NPS Net Promoter Score 98

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another. Yes, Legal, we’re looking at you.

Customer Care 177

Customer Care How To Sports Case Study 177

Helpt

FEBRUARY 27, 2024

But we nerds know that even the most optimized character sheet can't guarantee success. Just like in D&D, success in the world of Managed Service Providers (MSPs) goes beyond technical expertise. Teamwork and Communication : Effective communication and collaboration are essential for any successful team.

Leadership 98

Leadership Culture Communication Exercises 98

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? Understanding the impact of outsourcing is essential for your company’s success. Offshoring means moving specific tasks or services to another country to take advantage of cheaper labor and a larger pool of skilled workers.

Tips 105

Tips Culture e-support Communication 105

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. You have to know each member’s strengths and align them to the proper positions, balancing expertise with skills gaps to ensure success – and provide opportunities for growth.

Customer Service 59

Customer Service Sports Banking Analytics 59

Horizon CX

AUGUST 7, 2023

Let’s unpack the concept of diversity and explain how this is critical to the success of businesses and particularly within the domain of customer experience (CX) management. Cultural Competence – Understanding and respecting the cultural norms, values, and customs of various groups.

Culture 130

Culture Innovation Groups Communication 130

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. The call flow connects the caller to an agent with the necessary skills.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost. Keep customers happy with prompt and efficient service.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Magellan Solutions

FEBRUARY 14, 2024

Healthcare expertise – Specialized offshore centers have rigorous training programs to equip agents with medical knowledge, HIPAA compliance , healthcare terminology, insurance expertise, and soft skills like empathy. This improves customer satisfaction. Additionally, some centers offer real-time translation services.

Call Center 98

Call Center Healthcare Company Hospitality 98

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. But have you considered the far-reaching benefits of honing versatile skills for this crucial role? Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers.

Customer Service 64

Customer Service Loyalty Call Center Innovation 64

Magellan Solutions

JULY 10, 2023

Outsourced team success depends on transparent and collaborative management. Effective management encompasses defined roles and clear communication. And offer insightful information on best practices to improve team performance. Outsourced teams entail utilizing external expertise and skills to perform particular jobs remotely.

Tips 92

Tips Management How To Culture 92

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. Skill set investment has critical operational implications. Lower performance is typical whenever agents have to navigate unexplored territory.

Contact Center 124

Contact Center Average Handle Time Training Video 124

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Did we mistake any “experience proxies” for actual skills? What are the types and frequency of communications during this period?

Call Center 98

Call Center Gamification Contact Center Training 98

Magellan Solutions

APRIL 25, 2024

When you hear outsourcing or partnering with a third-party service provider, you may think it’s costly, especially for start-up SMEs. By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Should You Outsource Tech Support?

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Tips 118

Tips Customer Service Company Knowledge Base 118

Call Experts

APRIL 8, 2024

Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Otherwise, they risk inconsistent service quality and a lack of insight into areas for improvement, ultimately impacting customer satisfaction and business success.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

CSM Magazine

JANUARY 19, 2024

Business Administration is the lifeblood of any successful organization; it is the engine that drives growth, efficiency, and profitability. This article delves into why mastering business administration skills is a vital component for any organization aiming for sustained success.

Financial 59

Financial Culture Innovation Technology 59

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Magellan Solutions

JULY 24, 2023

The following factors influenced remote work: Globalization Digital connectivity Changing work preferences It is essential to know the significance of remote work to improve operations. Communication and collaboration are two of the main challenges to remote work outsourcing. They should adjust their outsourcing strategies accordingly.

Strategy 96

Strategy Communication Trends Measurement 96

CSM Magazine

APRIL 5, 2024

Delivering high-quality products and services has become paramount for businesses to stay competitive. Finding this balance requires hiring outsourcing quality assurance (QA) services or adopting DevOps practices for many companies.

Customer Satisfaction 52

Customer Satisfaction Software User Experience Resources 52

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105