Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Human performance company Aduro discusses their modern, AI-driven contact center. Gadi Shamia, Talkdesk COO.

Contact Center 40

Contact Center Video Call Center Hotels 40

Answer Dash

JANUARY 1, 2019

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Cyara

MARCH 28, 2022

As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly. Look "Beyond the Sale" to Realize the True Value of Automated Testing. How’s your testing going?

Technology 67

Technology Meeting Customer Service Contact Center 67

Alliance by IFS

FEBRUARY 5, 2019

improved customer retention. The post [VIDEO] Astea Customer Success Story – Instron appeared first on Astea. Astea’s Alliance Enterprise was a clear winner. Best of Breed vs. Integrated Service Software from ERP or CRM Platform. accuracy with revenue prediction. transparency between departments. Watch Video.

Video 86

Video Customer Success Customer Satisfaction Sales 86

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

ShepHyken

DECEMBER 10, 2019

They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”. It’s not just what they say, but how they say it that matters.

Contact Center 105

Contact Center Customer Service Representative Call Center Technology 105

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. A defined and robust methodology. Jumpstart your RFI process.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

Talkdesk

NOVEMBER 30, 2017

Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important? Why is customer success important? It’s the company’s glue.

Customer Success 40

Customer Success Exercises Contact Center Customers 40

Talkdesk

JULY 25, 2019

We recently had the pleasure of interviewing Charlotte James Lisbonne (Customer Success Manager) and Lukas Williams (Head of Tech Support/Business Development Manager) from SMTP2GO. SMTP2GO, founded in 2006, is headquartered in New Zealand with customers in 130 countries. Tell us about your contact center.

Call Center Solutions 55

Call Center Solutions Contact Center Call Center Software 55

ShepHyken

AUGUST 16, 2021

(Small Business Trends) Customer service in the U.S. But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions. My Comment: Great customer service isn’t rocket science. For example, how hard is it to answer the phone (quickly)?

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

Kustomer

APRIL 15, 2021

Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. What I think makes some of this research different is the thing I still try to stick to today is I’ve never run a call center.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

Interactions

SEPTEMBER 19, 2023

Ed : I manage the Operations Command Center and the Call Center Telephony and Chat delivery and experience for Vistra Energy. Containment for the sake of it, even if the numbers are high, is not a true measurement of customer success. Our team oversees all self-service components of our business.

Self Service 48

Self Service Interaction Contact Center Call Center 48

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. All of the apps available on AppConnect are guaranteed to come with one-click install, a free trial and a pay-as-you-go process that allows customers to change their plan any time they want.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Natalie Petouhof

FEBRUARY 16, 2018

Tweet Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Here are several ways this tool can help you achieve that highly-desired, 360-degree view of your customers. Personalization. Convenience.

Tools 40

Tools Call Center Omni-Channel Contact Center 40

TechSee

JULY 2, 2019

Every company understands that their customers are their number one priority, and many businesses are ready and willing to go the extra mile to wow their customers… if only they had the right tools. Using Augmented Reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take.

Customer Service 104

Customer Service Contact Center B2C Customers 104

CSM Magazine

JANUARY 28, 2020

How to Look for a Job as a Customer Support Manager? For example, my goal: until August 31, 2020 to receive a final offer from the employer about my employment as a call center operator. The company must be stable and well-known (a call center that has not been recently created but has been functioning for several years).

Customer Service 52

Customer Service How To Call Center Advertising 52

GlowTouch

MAY 24, 2021

An example is where an entity contracts a third-party call center to handle all customer-related issues. This leaves the employees in the company with more time to focus on their core business, leading to better outcomes and increased customer satisfaction. This is through better quality services. About GlowTouch.

Healthcare 52

Healthcare Call Center Return on Investment Trends 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

TechSee

NOVEMBER 18, 2022

Special thanks to our global customer success team for their help in compiling these best practices from across the world’s largest and most innovative service teams. One easy way to improve your contact center efficiency is to collect this information before the agent even gets on the line.

Video 109

Video Guidelines Tips Connections 109

SmartKarrot

DECEMBER 14, 2020

Role: Remote Director Customer Experience Location: Phoenix, AZ, US Organization: Waste Management As a Director Customer Experience, you will meet or exceed all contact center financial and performance metrics, including efficiency, quality, and attrition goals, at the queue, center, and tier levels.

Customer Success 10

Customer Success Customer Retention Leadership Contact Center 10

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. In all of these roles, she thought about how to put the customer first. Looked at how to bring sales and customer service together.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Talkdesk

JULY 27, 2017

A Services Partnership is an opportunity to work with Talkdesk to help organizations makes the digital transformation from the contact center to the cloud. We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. What is a Services Partnership? What’s included?

Call Center Solutions 42

Call Center Solutions Call Center Consulting Contact Center 42

Talkdesk

JULY 27, 2017

A Services Partnership is an opportunity to work with Talkdesk to help organizations make the digital transformation from the contact center to the cloud. We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. What is a Services Partnership? What’s included?

Call Center Solutions 40

Call Center Solutions Call Center Consulting Contact Center 40

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Customer feedback will tell you what customers think and feel.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Customer feedback will tell you what customers think and feel.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Customer feedback will tell you what customers think and feel.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

LiveChat

NOVEMBER 11, 2016

As a service provider you have to manage the little time you get to interact with customers to convey the pros of your services. According to a recent report by CFI group , customers are disappointed. It saved time and effort and made the customer support case a success. Intelligent Call Routing.

Customer Service 60

Customer Service Call Center Virtual Call Center First Call Resolution 60

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

GlowTouch

APRIL 28, 2020

For example, Netflix has decided to exclusively provide live chat and online support for its customers instead of more traditional call center services. Many companies don’t have the infrastructure to support a fully remote call center workforce. There are good reasons for these changes. About GlowTouch.

Trends 52

Trends Self Service Social Media Call Center 52

Team HGS

AUGUST 13, 2019

The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela. Takeaway One: Where does the customer journey start? Frank Zimmerman, Global Head of Partnerships, Nosto. In a store?

Management 40

Management Conference Average Handle Time Contact Center 40