BlueOcean

NOVEMBER 30, 2017

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Contact Center 149

Contact Center Call Center Report Transportation 149

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Training Leadership 52

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service System 105

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

BlueOcean

JANUARY 9, 2018

IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. Forget AI being the future of the contact center.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 143

Chatbots Examples Customer Service Banking 143

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

BlueOcean

JULY 18, 2017

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. Complex customer service scenarios are our sweet spot. The Client. Let’s talk today.

Case Study 50

Case Study Study Contact Center ROI 50

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. They are the voice of the brand to customers looking for help.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

CSM Magazine

MARCH 26, 2020

This customer-first mentality extended to Wag!’s s approach to customer support interactions. contact center or offices. It helps that many Wag! support agents are also dog owners. It’s not uncommon to find dogs roaming the Wag! Solution.

Case Study 52

Case Study Study Customer Experience Wait Times 52

NobelBiz

DECEMBER 19, 2023

It ensures that customer inquiries or complaints that cannot be resolved by the initial representative are escalated to the appropriate individuals or teams who have the necessary knowledge and skills to address them effectively. If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide!

Call Center 105

Call Center Management Contact Center Wait Times 105

NICE inContact

SEPTEMBER 27, 2019

“It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards.

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. She shares thoughts and insights on improving all aspects of the customer journey. . Donna is an author, speaker and customer onboarding strategist.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

BlueOcean

FEBRUARY 1, 2016

Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. But making the business case for using a call center partner to support your inside sales team can be tough.

Call Center 120

Call Center Sales Case Study Data 120

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. D riven by core values.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

NobelBiz

OCTOBER 31, 2023

The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media. According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. They don’t want IVR menus, hold times or even the perkiest reps.

Call Center 136

Call Center Self Service Contact Center How To 136

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Sports 156

Sports Customer Care Case Study Study 156

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. For all the juicy details, download the full case study today.

Case Study 156

Case Study Study Training Customer Success 156

NobelBiz

JANUARY 23, 2024

This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center. Join us as we guide you through optimizing your customer support and elevating the overall experience of your contact center.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

TechSee

JULY 21, 2020

Even worse, a technician may be unable to resolve the customer’s issue and have to schedule a second visit because he didn’t check with customer service about the exact nature of the problem and arrived without a crucial part. This can be accomplished in several ways: Shared knowledge base. Visual inspection before dispatch.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

The DiJulius Group

JANUARY 8, 2024

Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA.

NPS 83

NPS Contact Center Conference Culture 83

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. D riven by core values.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

MARCH 12, 2024

Unified CXM, on the other hand, takes a comprehensive view of the customer journey, aiming to deliver cohesive and personalized interactions at scale. Enables instant, personalized interactions based on the entire customer journey. Implementing Unified CXM 1.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

BlueOcean

MARCH 19, 2024

Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another.

Customer Care 177

Customer Care How To Sports Case Study 177