ViiBE Blog

AUGUST 2, 2021

Call Center , Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , SMB , Transport. How CRM integrations strengthen your call center. What does CRM integration usually look like, and how can it be implemented in call centers ? ViiBE Blog. Saving time.

CRM 52

CRM Call Center e-support Social Media 52

Natalie Petouhof

AUGUST 15, 2022

Most leaders – be they SMB owners or CEOs of publicly-traded companies – are numbers-driven, as they should be. If a customer reaches an agent who is armed with knowledge about their issue and previous interactions, they can both move more quickly to a solution instead of rehashing the problem.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI.

Analytics 65

Analytics Training Travel Software 65

ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? ViiBE Blog.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Magellan Solutions

APRIL 20, 2016

If you’re an owner of a startup or a small/medium-sized business (SMB), chances are, you’ve already heard from your fellow businessmen or read from published articles that call center outsourcing is a tested and proven way of acquiring cost-savings on certain business processes. Interested in call center outsourcing?

Call Center 40

Call Center Customer Service Strategies Customer Satisfaction Trends 40

Talkdesk

SEPTEMBER 5, 2017

OTG Consulting , a master agency made up of the industry’s most experienced telecom executives, and Talkdesk , a leading innovator in the cloud-based call center software space, today announced the companies have partnered to offer OTG Consulting customers and agents access to Talkdesk’s industry-leading software. About Talkdesk.

Contact Center Software 40

Contact Center Software Contact Center Consulting Software 40

CSM Magazine

NOVEMBER 26, 2018

It also however, makes the call center a prime target for a security breach. Call center agents are human. One of the most accurate leading indicators is one no malicious insider or external threat actor can get around – the logon (local, remote, via SMB, via RPC, etc.). The Insider Threat. About the Author.

Call Center 40

Call Center Customer Service Representative Policies System 40

Hello Customer

OCTOBER 14, 2021

Podium : One of the fastest growing cloud-based customer feedback software in history (and a Forbes favorite for the 3 rd time in a row), Podium offers an efficient, consolidated solution, which provides instant and intuitive feedback in a single dashboard. Around the clock support, highly responsive and an impressive reporting center.

Tools 75

Tools Multi-Channel Social Media Survey 75

ViiBE Blog

AUGUST 18, 2021

Insurance , Retail , SMB. So how to re-center a business around the very people without which it couldn’t function? ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. The solution will depend on your specific product or service.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Talkdesk

JULY 24, 2017

In 2011 our focus was on the SMB space. So what started out as an SMB product, is now a product that supports SMB, Mid-Market and Enterprise companies. Are we seeing any corresponding shifts in the call center industry? . The call center industry is a $22B market filled with legacy players.

Call Center 57

Call Center Video Meeting Industry 57

AWS Machine Learning

JUNE 15, 2022

AWS offers pre-trained AWS AI services that can be integrated into applications using API calls and require no ML experience. You can apply this NLP technique to longer-form text documents and articles, enabling quicker consumption and more effective document indexing, for example to summarize call notes from meetings.

Training 92

Training Analysis Data Examples 92

CustomerSuccessBox

OCTOBER 26, 2021

Hence, CS Ops should not only be limited to SMB (small and mid-sized businesses) but should be spread across all customer segments. CS ops can empower CS heads to stay more strategic, helping with executing the solution to furthermore empower CSMs to reach the best possible outcomes. It is called the solution stack or data ecosystem.

Customer Success 52

Customer Success Analytics System Customers 52

BlueOcean

DECEMBER 4, 2019

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. How Contact Centers Interact with Cardholder Data. Even when the phone call is taken out of the equation, live agents via SMS and Live Chat also regularly handle credit card transactions.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

Avaya

OCTOBER 21, 2016

Just over a month ago, we released the latest version of Avaya IP Office , one of the most popular SMB/MM UC systems on the market today. At Avaya, we have two groups of people to keep happy—our end users and our channel partners—and both want to make long-term investments in a communications solution and trusted business partner.

Net Promoter Score 40

Net Promoter Score Multi-Channel NPS Contact Center 40

AWS Machine Learning

JUNE 15, 2022

Edge is a term that refers to a location, far from the cloud or a big data center, where you have a computer device (edge device) capable of running (edge) applications. An edge solution that uses ML@Edge has two main components: an edge application and an ML model (invoked by the application) running on the edge device.

Transportation 76

Transportation Training Connections Data 76

ChurnZero

OCTOBER 12, 2021

To help CSMs achieve their clients’ goals, they created a checklist of recommended workflows that better aligned their engagements with the clients’ main reasons for purchasing Definitive Healthcare’s solutions. They also increased client retention among SMB subscriptions by 2%. Onboarding Hero – VAIRKKO. Advocacy Hero – Affise.

Effort Score 98

Effort Score NPS Healthcare Training 98

Gainsight

APRIL 13, 2020

In fact, a true CSM solution makes this change as seamless as possible. How the product is being used in customer’s organization, which teams are using your solution and how, and how does the customer want to use your product in the future to accomplish their goals? Transitions will happen due to a multitude of reasons.

Management 52

Management Metrics Tools Course 52

Kustomer

MARCH 27, 2020

With his extensive knowledge and experience in the CX space, Brad knew where solutions in the market fell short. Channels like Facebook messenger, SMS, and web chat solutions soon became popular. Fast forward a little further along, I co-founded Assistly in 2009 and we’re all about SMB, SaaS services. Gabe Larsen: (01:13).

Omni-Channel 52

Omni-Channel Customer Service e-support System 52

ChurnZero

OCTOBER 12, 2021

To help CSMs achieve their clients’ goals, they created a checklist of recommended workflows that better aligned their engagements with the clients’ main reasons for purchasing Definitive Healthcare’s solutions. They also increased client retention among SMB subscriptions by 2%.

Effort Score 52

Effort Score NPS Healthcare Training 52

Magellan Solutions

JULY 23, 2021

Planning on beginning or enhancing your current call tech support outsourcing activities? They saw the potential that the country had in developing software solutions. Poland is the leading country in Eastern Europe and mainly across the world for efficient software outsourcing solutions. Latest Cutting Edge Tech Solutions.

Report 40

Report Software Call Center Government 40

Gainsight

SEPTEMBER 29, 2021

If you are a Small to Medium Business (SMB) with under 50 employees, your CS system may be in a spreadsheet format or a Google doc shared in a common drive accessed by customer-facing employees. This is sometimes called operational rigor. Systems and Data. Can you tell when a green customer is about to churn?

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

SurveySensum

JULY 14, 2020

She is a Thought Leader, Keynote Speaker, and Published Author and is currently heading the Customer Intelligence Solutions at SAS where she is guiding organizations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

OCTOBER 15, 2021

If you’re just a cost center, then you’re always a drag.” – Abby Hammer, CCO at ChurnZero. If you’re a startup or SMB, this sets you up with unrealistic NRR expectations. They’re going to say they’ve heard of this thing called PLG, and it’s going to lead to great NRR — and it will. Be prepared to be benchmarked.

Customer Success 97

Customer Success Metrics Customers Trends 97

ChurnZero

JANUARY 4, 2019

“Companies are beginning to take notice that you can create a cult-like following if you take care of your customers and don’t treat customer support as a checkbox or a cost center. While bots continued to get a bad rap in 2018, the solutions available significantly improved. ” – Nick Vibert, Customer Success Officer, SmartrMail.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

CSM Practice

SEPTEMBER 25, 2020

I wrote a blog post on this a few weeks ago I called it the four-step playbook for a kind of reopening with your customers, so you’re reopening your business, how do you reopen to the customers and these are the four things I see most common on people’s minds and these are probably consistent with what you see.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

ChurnZero

JANUARY 4, 2019

“Companies are beginning to take notice that you can create a cult-like following if you take care of your customers and don’t treat customer support as a checkbox or a cost center. While bots continued to get a bad rap in 2018, the solutions available significantly improved. ” – Nick Vibert, Customer Success Officer, SmartrMail.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Grade.us

JULY 18, 2017

Frankly, any one of those would be valuable to a local marketer. SMX East Dates: October 24th-26th. Key Speakers: So the far the list doesn’t seem fully developed, but here are few confirmed speakers. About the Author Brian Leguizamon Hey, I'm a content marketer that's worked with companies like Shopify and Gigster, solving startup problems daily.

Conference 38

Conference Case Study Tips Advertising 38

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. ”, to be honest.

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

SEPTEMBER 9, 2022

SMBs will choose companies that grow rapidly and meet their changing needs. Enterprises need well-defined solutions that have strategic fits. Another aspect is how in small businesses they get to schedule a call or reply since they will have limited resources and time. This leads to pitching in terms of cost-effectiveness.

Marketing 10

Marketing Self Service Policies Sales 10