InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

How To 260

How To ROI Net Promoter Score Measurement 260

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. We often joke that finding the right strategic partner is a lot like trying to find a romantic partner – it’s the obvious red flags that make the best/worst/most entertaining stories.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. It reduces their confidence in providing accurate or timely answers due to possible misinterpretation. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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. Find a partner who can pivot. You and your partner need to know what success looks like before they launch.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CSM Magazine

JANUARY 25, 2022

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi. About Contentful.

Self Service 52

Self Service Knowledge Base Chatbots Customer Engagement 52

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. In the RFP, you can ask about the safeguards in place to ensure you and your potential partners are aligned. If so, please provide a report of your most recent rating or score.

Contact Center 177

Contact Center Policies Effort Score Government 177

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another. That’s just a fact so, you need to work with it.

Customer Care 177

Customer Care How To Sports Case Study 177

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. Partnering with a BPO service provider for your Shopify telephone support is brilliant. With highly trained agents available 24/7, you’ll enjoy top-notch customer service. Hey there, fellow Shopify merchants!

e-support 95

e-support Net Promoter Score Training Policies 95

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability. Why are CCaaS solution providers partnering with digital communication platforms?

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

BlueOcean

OCTOBER 23, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. Client Service What is the average length of your client relationships? Provide any relevant ESG certification, rankings, or third-party verification.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

AWS Machine Learning

APRIL 11, 2024

AWS was the first Cloud Service Provider (CSP) to offer NVIDIA GPUs in the public cloud, and remains among the first to deploy NVIDIA’s latest technologies. Our collaboration with AWS is accelerating new generative AI capabilities and providing customers with unprecedented computing power to push the boundaries of what’s possible.”

Innovation 96

Innovation Resources Entertainment Sports 96

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. To meet these demands, contact centre solution providers must add digital channels to expand their product offering. Lower upfront costs. Simple integration.

Omni-Channel 186

Omni-Channel Chatbots Social Media Communication 186

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. Automate customer service at scale: AI-powered service can help customers address their common issues quickly, easily, and on demand.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

Magellan Solutions

APRIL 25, 2024

The challenge arises if you find it difficult to provide technical support while managing core operations. When you hear outsourcing or partnering with a third-party service provider, you may think it’s costly, especially for start-up SMEs. However, research shows 59% of companies outsource to lower operational costs.

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 177

Sales Customer Service Sports Contact Center 177

TechSee

MAY 18, 2023

In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers. That answer is down to a few key reasons.

Self Service 109

Self Service Competitive Advantage Telecommunications Insurance 109

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. Fully customizable and adaptable to any brand or business, it provides the “brain” to humanize automated customer service interactions.

Virtual Agent 124

Virtual Agent Customer Service Customer Centricity Training 124

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Keep customers happy with prompt and efficient service. By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Uniphore

OCTOBER 26, 2021

New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its

Innovation 179

Innovation Rewards Programs Return on Investment Resources 179

Magellan Solutions

FEBRUARY 14, 2024

With rising costs and complex regulations overwhelming healthcare providers, partnering with overseas business process outsourcing (BPO) companies has become a strategic necessity. Patients get 24/7 access while providers leverage time zone differences. This access to technology can be very expensive for smaller providers.

Call Center 98

Call Center Healthcare Company Hospitality 98

Interactions

APRIL 16, 2024

Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective. “Customer service innovation, including the emergence of generative AI and conversational AI enhancements, provider go-to- market changes and a volatile economic environment are expected to drive contact center investment.”

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Magellan Solutions

APRIL 24, 2024

Outsourcing your eCommerce data entry can streamline operations, reduce errors, and unlock your online business’s potential—partner with the right service provider to delight customers and drive revenue. Seek out service providers who focus on precision and have strong quality control measures to reduce errors.

Ecommerce 52

Ecommerce Sales Data Resources 52

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. This technology is part of a broader category known as generative models, and it’s increasingly being seen as a game-changer in various fields, including customer service. How Does Generative AI Work?

Chatbots 130

Chatbots Training Customer Satisfaction Technology 130

Magellan Solutions

APRIL 26, 2024

The accounts payable outsourcing services market is projected to reach a staggering multimillion-dollar valuation by 2029. Partner with a trusted provider to unlock efficiency and cost savings. You’ll also benefit from outsourcing providers’ economies of scale and specialized expertise, reducing costs.

Financial 52

Financial Multi-Channel Culture Analytics 52

TechSee

AUGUST 10, 2023

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs. and Madrid.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes.

Self Service 109

Self Service Roadmap Resources Meeting 109

Eptica

NOVEMBER 3, 2023

Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same.

Interaction 101

Interaction Customer Engagement Technology Customer Service 101

AWS Machine Learning

MARCH 12, 2024

Advertisers, publishers, and advertising technology providers are actively seeking efficient ways to collaborate with their partners to generate insights about their collective datasets. The analysis helps determine how much of the advertiser’s audience can be reached by a given media partner.

Analysis 97

Analysis Advertising Data Consumers 97

CSM Magazine

APRIL 26, 2024

Best of Both Worlds Craig Murray, Regional VP of Service Cloud at Salesforce, explained that Salesforce and Genesys have a long history of working together, driven by the needs of their shared clients. As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve.

CRM 52

CRM Data Gamification Wait Times 52

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

DECEMBER 13, 2023

Eddy Cue, Senior Vice President of Services, Apple, said, “Apple Business Connect gives every business owner the tools they need to connect with customers more directly and control how billions of people see and engage with their products and services every day.” How to create a third-party partner account in Apple Business Connect?

Connections 110

Connections Customers Management Engagement 110

ECXO

APRIL 24, 2024

Enterprises often require such complex systems to manage their operations effectively, and these platforms provide an all-in-one solution. Ecosystem and Integration Strong Ecosystem: SAP, Oracle, and Salesforce have built extensive ecosystems around their software, including partners, developers, and consultants.

ROI 105

ROI Software B2B System 105

AWS Machine Learning

MARCH 22, 2024

Contentful is an AWS customer and partner. With this newly launched app, Contentful customers can take advantage of the range of models provided by Amazon Bedrock directly from within Contentful. You can describe the modifications that should be done to the existing content; in this case, we choose the pre-provided option Shorter.

Ecommerce 86

Ecommerce Guidelines Software Consulting 86

Circular Edge

MARCH 4, 2024

Both Innovus and Circular Edge share a strong commitment to providing the best resources, capabilities, and solutions to ensure customer success. The union of our two organizations will enhance that focus as we support our customers on their Cloud journey,” said RJ Linehan, Managing Partner at Innovus. “We

Competitive Advantage 52

Competitive Advantage Consulting Resources Connections 52

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom?

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. To assist those who may be starting with a blank canvas, Amazon Lex provides the Amazon Lex automated chatbot designer.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92