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.

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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!

Successful Call Center Agents Share This Personality Type


The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

The Differences Between B2B and B2C Customer Journey Mapping


In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? B2B companies sell to other companies. A B2B company has other companies as customers, sure.

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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.

Boost Inside Sales Success: Integrate Your Contact Center with AI and CRM

NICE inContact

As the B2B sales landscape has evolved, so have the opportunities to leverage the value of artificial intelligence (AI) in your contact center.

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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. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear.

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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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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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.

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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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.

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 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.

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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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

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.

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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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.

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

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.

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

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.

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

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.

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

The power of 3 new outbound dialing enhancements


Anything to improve efficiency so call center managers can achieve more with less is good news. Salesforce Dialer integration is ideal for those who live and breathe in Salesforce, running B2B campaigns addressed to current customers, renewal, up-sell and/or collections calls.

Improving customer experience with a virtual agent


Who is answering calls when your contact center is closed? “81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service.

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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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.

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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Behind the Scenes of Dow Jones’ Customer Care

Think Customers

Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to make a global, tech-savvy audience feel appreciated and why the company is doubling down on contact center training and development in a digital-first era.

Guest Blog: How to Use Gamification to Improve Agent Motivation


A leaderboard is the easiest way of promoting a little extra competition in your contact center. Tom Paton loves to educate customers on improving information systems and broader business processes in the B2B space.