Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. Computer Vision AI – Reinventing the Contact Center.

11 Contact Center Technologies to Boost Customer Satisfaction


According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Contact Center CX: Next Issue Avoidance

CX Accelerator

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other!

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example


A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program.

How to Improve Customer Experience in an Era of Choice

has provided that 64% of consumers (B2C) and 80% of business buyers (B2B) expect. What if you could provide your contact center with tools that would enable and. of their customer-facing departments such as call centers, customer success.

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example


A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program.

3 Winning Factors for B2B Customer Experiences

NICE inContact

In the B2B realm, the same priorities ring true. B2B customers typically spend much more money on services and are generating business revenue related to those services. The post 3 Winning Factors for B2B Customer Experiences appeared first on NICE inContact Blog.

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Customer Experience ROI Opportunities on B2B Touchpoints


Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

How B2B Companies Become Customer Experience Leaders

CX Journey

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. The B2B customer experience proves to have its complexities.

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Basic Research Builds B2C Business with Custom CRM Integration

NICE inContact

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. What’s more, it has reduced the number of applications and streamlined its infrastructure—from eight segregated systems to two cloud-based integrated system—and eliminated the need for 12 servers in its data center.

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5 Trends Set to Define Next Generation Customer Experience in 2019


Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales. Customers essentially want a single point of contact.

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The 3 Hottest Trends Impacting Outsourced Customer Care


Strategic Partnerships with Contact Centers. “ 60% of B2B clients are emotionally indifferent toward their suppliers. ”. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base.

The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

The contact center is truly the front line in this battle. The majority of these caregivers will work remotely from their own offices for care centers in this revolutionary protocol for disease management.

Technology Based Solutions to Enhance Customer Retention Strategies


In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020. Customer churn in the age of information is a fact of life for every business in every industry.

The Ultimate List Of Call Center Services In The Philippines

Magellan Solutions

Call center services in the Philippines cater to different business needs. Fundamentally, call center services are divided into two categories: the inbound and the outbound. Inbound call center services. Businesses of any sizes can surely benefit from call center service.

5 Top Customer Service Articles for the Week of September 24, 2018


CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. Here are some interesting predictions about what a support center will look like in 10 years.

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RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI


RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. RapportBoost boosts chat sales for brands with augmented intelligence, and helps contact centers to transition to profit centers.

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Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

5 Top Customer Service Articles For the Week of December 12, 2016


Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. For information contact or

Magellan Solutions’ Exec Attends CeBIT, SODEC 2017

Magellan Solutions

B2B technology exhibition and conference. Such exhibitions are expected to fully enhance Magellan Solutions’ telecommunications and call center technologies to provide better clientele satisfaction. Contact us today.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person. Tweet What we saw at the conference was a full suite for customer experience.

How to Design Interactions that Produce Elated Customers


Here is what both business-to-business (B2B), and business-to-consumer (B2C) customers want: Channel Flexibility – Don’t limit how customers (or prospective customers) can reach you. CX and Contact Center

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value


Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look at the menu, customer reviews, parking options) or plan a vacation (scour the internet for hotel, air, rental car, activities), business-to-business (B2B) customers perform research on your company, products, and services before connecting with and buying from you. CX and Contact Center

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing: IoT. IoT and creating awesome Customer Experiences.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value


Your prospective customers do copious research on your company before they contact you. Give your contact center agents easy access to relevant customer intelligence. CX and Contact Center

What Industry Trend Is Keeping CX Heroes Up At Night?

Smarter CX

“There are some trends going on around the future of the contact center and how AI, which is the big buzz these days, is going to impact the contact center. B2B ModernCX

Guest Blog: The Customer Experience’s Impact on Customer Churn


Many groups – 79% of high-income households, 45% of women, 51% of B2B companies, 54% of Generation X – avoid a company for over 2 years after a bad customer experience.

Guest Blog: The Customer Experience is Not Just for B2C


This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. Relationship Building in B2B for Customer Retention. Ease of Contact and Responsiveness.

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Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

Customer Bliss

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella.

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How to Apply Analytics at Every Stage of the Customer Lifecycle


For B2B organizations this usually involves the sales team guiding prospects all the way through the sales funnel until they finally make a purchase. Learn how to transform your contact center into a customer intelligence hub.

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The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar


My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services. I see this more in B2B.

Announcing Talkdesk AppConnect – The First Enterprise App Store


AppConnect is an easy way for Talkdesk customers to try and buy new solutions so they can easily build their contact center stack. Talkdesk was the first 100% web-based call center solution and the only one that could be fully implemented in just five minutes.

2018 Confirmit ACE Awards – Now Open!


This year, we’ve made some changes to the program, adding two new categories; B2B and Multi-Channel Success. To make way for these new categories, we’ve retired two old friends; Contact Center and Insight Through an MR Agency.

Drive Sales Results with an Outsourced Sales Support Solution


And, in our opinion, the best team-based selling solutions include a kickass outsourced sales support team from a contact center partner you can trust. Top-performing salespeople are a breed of their own. Passionate, competitive, self-motivated and tireless.

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Live from ModernCX 2019: 3 Days of Customer Experience Takeaways

Smarter CX

LIVE: How to Create an Amazing Customer Experience in a Modern CX World with CX Expert, Shep Hyken and Daniel Foppen, Chief Contact Center Awesomeness Ambassador, Oracle.

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Customer Experience Influencers You Must Follow – Part 1

Customer Guru

He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.