Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). All of this will be expensive and play havoc with CX budgets.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Retently

JULY 28, 2023

Some studies suggest that poor customer service costs businesses up to $62 million per year. The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. Well, that’s where the Chief Experience Officer comes into play. What Is a CXO?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Comm100

APRIL 12, 2023

Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication. Live chat can also support language variation for patients.

Healthcare 208

Healthcare Video Communication Government 208

ShepHyken

AUGUST 3, 2022

I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.

Airlines 130

Airlines Leadership Training Customer Service Training 130

CSM Magazine

MARCH 14, 2024

A specialist in pollution prevention, including drainage services, Green Spark works with some of the UK’s largest brands, on a national scale. Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office.

Management 52

Management CRM e-support Customer Relationship Management 52

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. You make it a community when you can facilitate the right environment and office structure. They want to be a part of a mission.

Competitive Advantage 78

Competitive Advantage Customer Retention Leadership Customers 78

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Magellan Solutions

NOVEMBER 7, 2022

Insurance Back Office Support Tasks for 2023. Why do people get insurance back office support? Insurance companies need back office support for a lot of reasons. INSURANCE BACK OFFICE FUNCTIONS YOU NEED TO OUTSOURCE. CUSTOMER SERVICE SUPPORT . IT SUPPORT.

Insurance 75

Insurance Policies Technology Software 75

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. It’s a situation many businesses encounter and one that needs the best VoIP service to overcome. 8 best VoIP service providers for your business How much does VoIP cost?

Call Recording 111

Call Recording Video System Communication 111

Magellan Solutions

OCTOBER 5, 2021

This is your ultimate source of information when you decide to outsource back office services. Back office services continue to improve for the better, thanks to outsourcing. In general, back office outsourcing has been the go-to for businesses, from industry players to SMEs. IT services.

Analysis 52

Analysis Technology Resources Training 52

Steve DiGioia

JANUARY 4, 2021

For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. Positions that give them “opportunity” to be more than just a number on a spreadsheet or a faceless employee in a back room.

Management 279

Management Trends Industry Marketing 279

Totango

FEBRUARY 23, 2024

On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. The key to ongoing success is to demonstrate the value of your product or service and reiterate this value at every step of the customer’s journey.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Steve DiGioia

APRIL 19, 2021

When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse. Today’s guest post was written by my friend and customer service colleague Leslie O ‘Flahavan. Thank you for contacting ComFinity Live Chat Support.

Customers 304

Customers System Communication Tips 304

Comm100

APRIL 11, 2022

Advancements in technology are providing higher education with effective ways to improve student support across every stage of the student lifecycle, and chatbots are becoming key to this. Let’s begin with one of the most common and effective higher ed chatbot use cases – boosting enrolment by offering 24/7 support.

Chatbots 130

Chatbots Study Wait Times Examples 130

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. May 23, 2022. Terilogy, Inc. KDDI Evolva Corporation. Terilogy Co, Ltd.

Telecommunications 109

Telecommunications Video Contact Center e-support 109

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. A positive customer service experience makes 94% of consumers more likely to purchase. With a higher value placed on customer service comes higher expectations too. In fact, 99% of customers believe that companies need to improve their support offering.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

TechSee

JANUARY 5, 2021

While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business. How will the vaccine impact their ability to provide customer service? Impact of Vaccine on Employees.

Contact Center 109

Contact Center Policies Survey Consumers 109

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Companies put the monkey on customer’s backs and the result is service exhaustion. And the customer who can’t keep calling back or searching for answers is just as worn out as the extra mile customer.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

CSM Magazine

FEBRUARY 26, 2024

Trent’s Drains, a provider of 24/7 drainage services, is using BigChange software to jettison inefficient job management and improve productivity. Transitioning to digital working, Trent’s field operatives are using mobile devices synchronised in real-time with the back-office system.

CRM 52

CRM Financial System Customer Relationship Management 52

Steve DiGioia

JUNE 22, 2020

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? They want a low price and are willing to accept a lower service standard because of it.

Guidelines 288

Guidelines Course Management Retail 288

CSM Magazine

JULY 10, 2023

Using the cloud-based system, Hodge Clemco has doubled the size of its mobile workforce, without having to increase its back-office support, and is close to achieving its goal of paperless working. Feedback from site visits is automatically shared with back-office staff in order to produce quotations within a defined timeframe.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? For SMEs, a 24/7 and full back-office operations are no longer impossible in today’s digital environment all thanks to BPO companies in the Philippines. . Government Support and Favorable Policies. Outsourcing Your Back-Office Needs to a PH BPO.

How To 97

How To Call Center Government Policies 97

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. And there’s no going back. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Magellan Solutions

JANUARY 22, 2024

Having access to a pool of skilled employees, excellent customer service, a strong digital presence, and leveraging technology are just ways SMEs can bridge the gap with more established companies. Outsourced IT services include managed IT, software development, cloud computing, data science, and web/mobile development.

CRM 52

CRM Technology Software Resources 52

ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” The Chief Customer Officer must drive customer-centricity companywide via influence.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Magellan Solutions

APRIL 28, 2023

Outsourcing will give insurance companies a competitive edge while providing outstanding customer service. Customer Service : Email support, call center services, and chat support. Information Technology (IT) : Technical support, hardware maintenance, network management, and software development.

Insurance 98

Insurance Company Policies Call Center 98

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. Since implementing BigChange, DSSL has significantly reduced its back-office administration resource.

System 52

System Management Customer Relationship Management CRM 52

COPC

MARCH 11, 2024

Should this role be fully in-office, hybrid, or remote? Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts?

Call Center 98

Call Center Gamification Contact Center Training 98

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office. So how can you train and onboard your customer service agents when they are working remotely?

Training 130

Training Tips Customer Service Knowledge Base 130

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

Oracle

OCTOBER 8, 2018

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio. Here are 4 tech trends that broke the traditional field service mold. Often, time was wasted, and customers were frustrated.

Trends 207

Trends e-support Competitive Advantage Video 207

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. Why Agents Want To Work Remotely — And Why You Should Let Them.

Contact Center 69

Contact Center Metrics Study eBook 69

TechSee

JANUARY 18, 2021

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent.

Customer Service 109

Customer Service Contact Center Knowledge Base Video 109