InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It’s clear that executives need to put customer loyalty at the center of their company’s values, but how do you actually go about doing building customer trust and loyalty? Let’s jump right in!

Loyalty 260

Loyalty How To eBook Social Media 260

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 188

Government Communication Self Service Chatbots 188

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. Check for good practices like whistleblower protection policies.

Contact Center 177

Contact Center Policies Effort Score Government 177

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. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? What are the Benefits of Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. In light of these challenges, the 2023 Edelman Trust Barometer highlights the growing importance of trust in brand relationships.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

MAY 4, 2022

By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short. industries in 2013.).

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

DECEMBER 5, 2023

As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. As we navigate the ethically charged waters of AI implementation, we’ll ponder on how to maintain balance and trust.

Analysis 143

Analysis Customer relationships Resources Meeting 143

Experience Investigators by 360Connext

JANUARY 30, 2024

Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government. Manager of Contact Center Sales for Verizon Business. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Government 143

Government Customer Experience Professionals Contact Center Connections 143

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Trust us, you don’t want to miss this one! Experience Action Podcast] Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in to discover how you can transform your part-time workforce into customer experience superstars.

Culture 143

Culture Resources Feedback Customer Experience 143

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. and Make Every Agent Your Best Agent. Register Now.

Call Center 223

Call Center Contact Center How To Case Study 223

MiaRec

DECEMBER 10, 2023

Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance.

Contact Center 91

Contact Center Management 91

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. To learn more about Number Trust, schedule a call with one of our experts! For customers, it means frustration and a bad CX.

Contact Center 76

Contact Center Healthcare Insurance Travel 76

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

NobelBiz

OCTOBER 31, 2023

When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Data analytics in call centers goes beyond merely collecting data.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

VDS

APRIL 3, 2024

Improving the Patient Experience Through Contact Centers The modern healthcare landscape is evolving, with patients increasingly seeking care experiences that are not just effective but also personalized and convenient. Focus on Empathy: Training staff to engage with patients empathetically can help in building trust and satisfaction.

Contact Center 52

Contact Center Strategy Healthcare Wait Times 52

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS? Call center recording. Monitoring calls.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Forrester's Customer Insights

OCTOBER 25, 2021

For Asia Pacific firms, 2022 is a year to be bold. Our predictions for the region show that APAC organizations will take significant steps forward in some areas, but lag behind in others.

Customers 49

Customers 49

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. Trust is the outcome of doing the next right thing.

Omni-Channel 151

Omni-Channel Contact Center Social Media Communication 151

Blake Morgan

JANUARY 2, 2024

But are we losing sight of what truly matters in contact centers now? Drawing on her leadership in contact centers, she champions the power of expertly managing controllable aspects like training and quality assurance (QA) in the contact center to fuel ongoing explorations in customer experience improvement.

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. This allows call center agents to focus on calls that require a high degree of human interaction, such as negotiating payment plans with high-value accounts or handling sensitive issues that require empathy and detailed knowledge of the debtor’s circumstances.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

NobelBiz

APRIL 8, 2024

NobelBiz OMNI+ is at the forefront of CCaaS solutions, offering a comprehensive suite of features, functionalities, and integrations tailored for diverse contact center needs. It is the quintessential tool for enhancing omnichannel contact center operations and ensuring maximum productivity.

Contact Center 52

Contact Center Omni-Channel Innovation Call Center 52

Blake Morgan

JUNE 13, 2023

At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. It’s all in the name of trust and customer-centricity. They want to work with companies they can trust have their needs in mind. JetBlue Travel’s contact center is at the center of the action.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Playvox

MAY 11, 2023

In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers.

Management 89

Management Contact Center Culture Engagement 89

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Compliance and privacy are critical considerations when it comes to SMS communications in contact centers.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Call Experts

SEPTEMBER 8, 2023

For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service. And yes, this applies even to your call center services, making a HIPAA-compliant phone answering service mandatory for any medical professional.

Healthcare 52

Healthcare Call Center Guidelines e-support 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Blake Morgan

DECEMBER 27, 2022

The opposite of gaslighting is taking ownership, listening to customers, and building trust. Consider these examples: It’s gaslighting when a customer calls the contact center about a problem, and the brand ignores them or pretends the issue doesn’t exist. Taking ownership and building trust. How to Fight Gaslighting.

Contact Center 119

Contact Center Brands Customers Feedback 119

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. What are their goals?

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

ShepHyken

JANUARY 4, 2023

Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Trust is an emotional connection that drives repeat business and loyalty. One way to earn trust is to create a predictable, consistent experience. Done right, customer support makes you money. .

Self Service 134

Self Service Customer Experience Customer Service B2C 134

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. Buyers want to deal with someone they can trust and who will “speak human” to them. One starting point is to look for commonalities.

Sales 107

Sales Loyalty Communication Contact Center 107

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

NobelBiz

SEPTEMBER 28, 2021

Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. So, why are virtual numbers so important for contact centers?

Contact Center 98

Contact Center Contact Center Software Telecommunications Software 98