InMoment XI

JANUARY 30, 2024

Foot Locker utilized InMoment’s AI technology to gather data into one place, and sort by sentiment so that customers with negative experiences could be contacted and prevented from churning. Benefits of Customer Experience Management Software Delivering consistent, memorable experiences is no longer a luxury, it’s a necessity.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

MARCH 26, 2024

Got a Minute to Share Your Experience with Us? Help Us Improve. How Did We Do? Review Us Here. Tell Us What You Think! We Want to Hear from You! Review Your Experience with Us. Your feedback is incredibly valuable to us. Asking for reviews often leads to high ratings. Leave a Review Today.

Examples 260

Examples Brands Strategy How To 260

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us.

Contact Center 296

Contact Center Sports Conference Resources 296

Experience Investigators by 360Connext

JANUARY 26, 2021

Maybe you think of market research, which can tell you about who your prospects and customers are , and the basics of what they care about within your industry or market. Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? That’s it.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Comm100

NOVEMBER 15, 2022

The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. As we explained in the introduction, consumers now prefer to connect with brands digitally for the superior experience it provides. The reasons for this are simple. Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. It’s worth noting that these AI advancements do pose challenges too.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Uniphore

NOVEMBER 19, 2021

We talked about topics ranging from data to destiny. Here are just a few of the insights and highlights from our discussion. Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. Contact Center Leaders are Embracing Change at Record Pace.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Consider this a rallying cry!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Contacting people about products or services can take time and effort.

Communication 88

Communication Interaction Connections Consumers 88

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. Sharon might be surprised, but those of us who know her aren’t. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!!

Contact Center 243

Contact Center Self Service Meeting Training 243

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

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need.

Connections 147

Connections Contact Center Analytics Travel 147

NobelBiz

APRIL 1, 2024

We are overjoyed to inform that our business has just received G2 badges in the Fall report ! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We appreciate your loyalty and support and consider it an honor to have gained your faith.

Call Center 52

Call Center Contact Center Report Meeting 52

Calabrio

DECEMBER 10, 2020

Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. This allows contact centers to hire specialists from virtually anywhere. This allows contact centers to hire specialists from virtually anywhere.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. See how Emotion AI is reshaping how we connect with customers in the virtual workplace. Who should attend this virtual event and why? White Papers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Beyond Philosophy

APRIL 4, 2024

It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. Since ghosting is a relatively new phenomenon, we should talk about it here, too. Ghosting isn’t uncommon, particularly for people using online dating platforms. We respond because we feel it is the polite thing to do.

How To 60

How To Fashion Communication eBook 60

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Study 348

Study Transportation Survey Technology 348

Comm100

FEBRUARY 21, 2023

An overwhelming majority of customers agree that fast responses are important, with 83% saying that they expect to engage with someone immediately when contacting a company. Better still, customers who do need human support also experience lower wait times. This takes us into the next benefit of AI in customer service.

Customer Service 166

Customer Service Chatbots Wait Times Industry 166

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. We hope that you’ll join us on this journey to innovate customer experience at record speed. Overall, only 12.1%

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

Magellan Solutions

JANUARY 29, 2024

Did you know that the Philippine BPO industry is projected to hit US$37.87 Today, we will converse with successful CEO Fred Chua, the visionary architect behind Magellan’s victory. We aim to tell the story of Magellan Solutions’ journey in a captivating and informative way. based call center.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

TechSee

FEBRUARY 19, 2024

We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. The Need for Multi-Sensory AI & Contextual Cognition We advocate for a multi-modal approach that combines vision, voice, and text through a contextual cognition framework to enhance CX in the real-world.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Clarivate

APRIL 25, 2024

Within a company’s patent portfolio, we can determine how patents align to the UN’s 17 SDGs. We can also determine what percent of their inventions were directly impacting the SDG versus inventions considered to be enabling technologies. We analyzed the full patent portfolio stretching back 20 years.

Innovation 59

Innovation Policies Case Study Study 59

Magellan Solutions

JUNE 18, 2023

You’re a businessman who owns and operates a dynamic enterprise. A dedicated contact center answering service might just be the ticket to the big time. While an answering machine would be a bit cheaper, it cannot exactly give real-time answers to callers who may have a question or two about your business, where you are, or the like.

Contact Center 97

Contact Center Meeting Tools Call Center 97

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center System Customer Care Brands 93

Magellan Solutions

APRIL 22, 2024

This article will delve deeper into content moderation, the types of content moderation, the tools used in the process, and everyday challenges. We will also include some advice from Magellan Solutions experts, who will, in one way or another, seek to expound on the meanings of content moderation in building a safer digital space.

Tools 52

Tools Tips Guidelines User Experience 52

Zeisler Consulting

FEBRUARY 20, 2024

“Your feedback is important to us.” I’ve stated before how we can be the best or the worst when it comes to being Customers ourselves, and one way in which we sometimes wear out our welcome is in providing feedback. I encouraged him and told him that he’s doing a good job and I don’t blame him for the struggles we were having.

Feedback 93

Feedback Survey Customers Culture 93

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else.

How To 78

How To Exercises Video Customers 78

COPC

SEPTEMBER 21, 2023

Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them. We know the focus is CSAT, the current performance level, the target, and the supervisor gave bite-size step goals to get there.

Contact Center 88

Contact Center Customer Satisfaction Survey Metrics 88

delighted

APRIL 1, 2024

In this post, we’ll cover: What is a post-event survey? Build trust with your attendees Surveys allow event attendees to use their voices and share their opinions of your event. The accumulated score across all respondents translates to a holistic NPS score, which you can use to measure attendee loyalty and interest.

Survey 100

Survey Feedback Conference Net Promoter Score 100

Magellan Solutions

SEPTEMBER 19, 2023

Telemarketers must be able to develop a strategy for serving customers who are already interested in what they can offer. However, instead of you reaching out to them, interested customers will contact you. These people are likely to have researched your business before contacting you.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

Magellan Solutions

APRIL 11, 2024

Improved Customer Satisfaction and Retention Customers appreciate the convenience of contacting a dedicated support team for their queries or concerns. You’ll gain access to a team of experts who can offer round-the-clock assistance, handle spikes in demand, and provide multilingual support—all while saving you money.

e-support 95

e-support Net Promoter Score Training Policies 95

Retently

MARCH 5, 2024

Customers who feel valued are likelier to repeat business, share their positive experiences with others, and even become more forgiving of minor inconveniences or mistakes. Employees who feel appreciated tend to express gratitude and positivity in customer interactions, boosting the overall customer experience.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Call Center Solutions 52

Call Center Solutions Customer Satisfaction Technology Connections 52

Pretium Solutions

MARCH 14, 2024

Here at Pretium Solutions we want our clients to avoid becoming an ATO target for non-compliance. And with the ATO ramping up audit activities, we want you to avoid being targeted for a review or audit. So what do we do here at Pretium Solutions to make sure that you comply? Business owners face a lot of red tape.

Insurance 52

Insurance Survey Meeting System 52