Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Platforms like Comm100 enable agents to access all communication channels — from emails, live chats, social media to phone calls — in one place.

How To 134

How To Chatbots Omni-Channel Social Media 134

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. For organizations to be successful in their generative AI journey, there is growing importance for coordinated collaboration across lines of businesses and technical teams.

Government 106

Government Policies Guidelines Leadership 106

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 193

Customer Service Chatbots Technology Interaction 193

TechSee

MAY 9, 2024

However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. AI in customer experience management is transformative. Why Use AI for CX? Enables Scale: AI’s automation and personnel augmentation enables unprecedented growth and scale.

Contact Center 136

Contact Center Training Guidelines Interaction 136

Comm100

OCTOBER 25, 2021

While the future for higher education is not yet clear as the pandemic and its effects linger on, it has taught us one important lesson – institutions must embrace digital transformation. The Need for Digital Transformation in Higher Education . Begin your digital transformation journey today! Get ebook now. Free eBook.

Engagement 211

Engagement eBook Chatbots Social Media 211

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Comm100

FEBRUARY 1, 2022

A digital omnichannel platform allows schools to easily expand the scope of their digital channel offering. By integrating every digital channel into one console, an omnichannel solution provides agents with the tools needed to provide support that is considerably faster. have declined for the past five years.

Engagement 199

Engagement Omni-Channel Chatbots Social Media 199

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry.

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. What is Digital Transformation? Digital transformation is about working smarter, not harder.

Customer Service 224

Customer Service Omni-Channel Social Media Connections 224

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

AUGUST 8, 2023

So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys! Customers are an integral part of any business’s success. Unlocking the power of VoC feedback is vital to the success of any business.

Analysis 208

Analysis Survey Feedback How To 208

Comm100

FEBRUARY 6, 2024

Gamification involves integrating game elements , such as points, badges, and leaderboards, into educational settings. This approach transforms learning from a passive to an active process, making it more engaging and interactive. Gamification is quickly becoming part of our everyday lives. billion by 2032. billion by 2030.

Gamification 100

Gamification Engagement System Feedback 100

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Retently

MARCH 11, 2024

In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. These surveys provide a platform for attendees to share their feedback, allowing organizers to understand what worked well and what could be tweaked.

Survey 127

Survey Analysis Feedback Effort Score 127

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Organizations often need to evolve and transform to survive and thrive in such dynamic environments.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Table of Contents What is Call Center Optimization?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

COPC

MARCH 11, 2024

To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle.

Call Center 97

Call Center Gamification Contact Center Training 97

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Industry 114

Industry Customer Experience Analytics Training 114

CSM Magazine

FEBRUARY 21, 2024

Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. From digital banking platforms to mobile wallets and blockchain-based technologies, financial technologies are more in demand now than ever.

Industry 52

Industry Competitive Advantage Financial Innovation 52

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Understanding this dynamic is crucial, especially when customers are facing their most challenging times.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Comm100

MARCH 21, 2022

Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other. However, it’s not all doom and gloom.

Government 169

Government Omni-Channel Wait Times CRM 169

Team Support

APRIL 10, 2024

In the competitive landscape of today's business world, maintaining strong client relationships is more important than ever. In this comprehensive guide, we will explore the myriad ways TeamSupport can transform your client support operations, driving revenue growth and elevating customer satisfaction to unprecedented levels.

Competitive Advantage 52

Competitive Advantage Analytics Software Culture 52

Kustomer

MARCH 19, 2024

While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. What is KIQ Agent Assist? How Does it Work?

Self Service 69

Self Service CRM Knowledge Base Metrics 69

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Engagement Strategy Customer Experience 78

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Choose your knowledge base type.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

NobelBiz

MARCH 12, 2024

By breaking down silos and integrating data from various touchpoints, Unified CXM enables businesses to meet customers where they are and anticipate their needs effectively. Unified CXM integrates data sources, creating a holistic customer view and ensuring consistency. Table of Contents What is Unified Customer Experience Management?

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Trust in the power of IVR to transform your contact center into a high-performing hub of customer engagement and success.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Magellan Solutions

AUGUST 4, 2023

Today, we will explain how AI tools for improving productivity transform industry efficiency. Automation of Repetitive Tasks for Time-Saving Benefits Automating repetitive tasks is one of the most important benefits of using AI. Artificial intelligence (AI) has become a powerful force for change.

Tools 98

Tools Analysis Meeting Knowledge Base 98

CSM Magazine

APRIL 18, 2024

Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact. Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Was it memorable? Did it make you feel connected to their cause?

Data 52

Data CRM Analytics Communication 52

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. Subsequently, they now understand the importance of automation and 24/7 services that are not only convenient to them, but to their customers. Digital Banking Moves Forward.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Totango

NOVEMBER 8, 2021

This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. 54% of U.S.

Brands 105

Brands Customer Experience Self Service e-support 105

AWS Machine Learning

JANUARY 16, 2024

SageMaker’s user-friendly interface makes it a pivotal platform for unlocking the full potential of AI, establishing it as a game-changing solution in the realm of artificial intelligence. This analysis empowers users to make informed decisions when integrating Whisper models into their specific use cases and systems.

Data 102

Data How To Groups Analysis 102

Comm100

MARCH 14, 2022

With integration to WCB Manitoba’s knowledge base, it’s easy for agents to link website visitors directly to the information that they’re seeking. Public customer service expectations are higher than ever before. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. The public values privacy.

Government 212

Government Wait Times Video Guidelines 212

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. It’s everything in one place, on one platform, and it’s all managed by the best authority. What does it mean to have a single source of truth? .

Customer Service 69

Customer Service Knowledge Base Data Retail 69

Think Customers

JULY 5, 2023

Complete the move to the cloud, but do it right The reason for a cloud migration is to create more nimble, agile, integrated contact center systems for customer and associate augmentation. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

Report 52

Report Conference Contact Center Omni-Channel 52

CX University

MAY 23, 2023

Collaborative Learning and Networking Opportunities: CXPA’s CX Leaders Advance Conference provided a remarkable platform for collaborative learning and networking. The conference fostered an environment of knowledge-sharing, enabling participants to broaden their perspectives and deepen their understanding of customer experience.

Conference 52

Conference Customer Centricity Innovation Strategy 52

SurveySparrow

APRIL 21, 2024

There was a time when it was all about learning the codes. But then came low code tools, which significantly made it easier for users. Now, it’s the age of no-code tools. Literally, anyone can use these no-code software tools. And that’s one of the reasons why it’s prominent, especially for startups and small businesses.

Tools 52

Tools Ecommerce Survey Analysis 52