ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 216

Customer Service Airlines Self service CRM 216

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. Don’t see your CRM? As always, VirtualPBX appreciates the high industry standard set forth by media voices like Customer Magazine.

Contact Center 105

Contact Center Technology CRM industry standards 105

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Bottom line: Your customers get resolutions faster, regardless of the path they took to get there.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option. It’s set to be the CX event of the year once more!

Customer Experience 52

Customer Experience Journey mapping CRM Analytics 52

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. Don’t see your CRM? As always, VirtualPBX appreciates the high industry standard set forth by media voices like Customer Magazine.

Contact Center 59

Contact Center Technology CRM industry standards 59

NobelBiz

JUNE 18, 2024

We are thrilled to announce that NobelBiz has been honored with the prestigious 2024 CUSTOMER Contact Center Technology Award for our innovative product, NobelBiz OMNI+. This award, presented by TMC’s premier publication, CUSTOMER magazine, recognizes the best in customer service-enhancing technology solutions.

Contact Center 52

Contact Center Technology outsourcing CRM 52

delighted

APRIL 26, 2024

By design, Delighted Surveys offers a blank canvas for you and your team to build any survey you can think of – including customer experience (CX) surveys and any other survey use case imaginable. Whether you’re incorporating surveys into a marketing email flow or triggering them after CRM interactions, Embed makes it easy.

Surveys 59

Surveys Best practices CRM Feedback 59

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” HoduSoft’s Participation: What to Expect? Ready to maximize your business communication potential? Ask for a Free demo!

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix’s AI-Powered Digital Engagement Platform integrates with existing back-end systems, such as ERP and CRM.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

3CLogic

JANUARY 9, 2024

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. So, how can your organization stay competitive in 2024?

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences. Ask for a Free demo!

Contact center software 52

Contact center software Contact Center CRM Analytics 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

Balto

AUGUST 23, 2024

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys CRM 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience Chatbots Analytics SaaS 78

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. Ask for a Free demo!

Telecommunications 52

Telecommunications Analytics Customer centricity CRM 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX). “The

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

VirtualPBX

DECEMBER 27, 2023

With just four days left, it’s not too late to reshape your business phone system and set the stage for success in 2024. It’s a valuable tool for small businesses seeking efficient call management and improved customer experience. It’s time to shape up your business communication for a prosperous 2024!

CRM 104

CRM voip Management Customer Experience 104

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. 2024 is going to be the year of AI and automation for the CX world. We wish you and your loved ones a New Year of health, happiness, peace, and success – here’s to 2024!

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

Totango

MAY 7, 2024

The pre-sale experience is unbelievably crucial to setting the tone for the overall customer experience,” says Katie. That’s why we’ve made sure Totango + Catalyst sync seamlessly with Salesforce, for example, so that all the information on your customer accounts flows both ways between the CRM and your CS platform of choice.

Sales 100

Sales Upselling Metrics Accountability 100

customer sure

MARCH 12, 2024

You can reap 80% of the benefits of customer feedback from 20% of the effort by dealing with ‘live’ customer feedback in a system like CustomerSure, and doing periodic reporting to other teams via old-fashioned spreadsheets. adding recent feedback to a CRM record in Salesforce), and get it done. Start small and grow.

Customer Service 62

Customer Service Best practices Feedback APIs 62

JustCall

APRIL 3, 2024

Features you should look for in modern auto dialers Here are four crucial features that modern auto dialers in 2024 should have to maximize the potential of your sales teams or agents: Predictive dialing: Basic auto dialers are better than manual dialing , but predictive dialing takes it further. Integrated CRM for seamless lead management.

Sales 52

Sales CRM Scripts APIs 52

Balto

AUGUST 19, 2024

Along with this milestone, Balto was recently named an Automation Solution of the Year at the 2024 CCW Excellence Awards and was also named a 2024 CRM Top 100 Company for Customer Service. With the continued investments in AI and R&D, we’ve positioned ourselves well to be the leader for the next 300M calls too.”

Contact Center 52

Contact Center CRM Enterprise Technology 52

CSM Magazine

MAY 9, 2024

The acquisition accelerates Avaya’s ability to provide personalized customer experiences through task automation, journey orchestration, and CRM connectors. The integration of Edify’s no-code orchestration engine into AXP allows businesses to create and deploy workflows easily, enhancing customer interactions.

APIs 52

APIs CRM Engineering Contact Center 52

JustCall

APRIL 9, 2024

Features to look out for in a VoIP dialer Here are six key features you should prioritize in a 2024 VoIP dialer: Advanced auto dialing: Automate the dialing process with features like auto dialing, predictive dialing, and progressive dialing. To improve overall efficiency Streamline CRM workflow with seamless data syncing.

voip 40

voip Sales Scripts CRM 40

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. This comprehensive guide delves into the nitty-gritty of effective personalisation, offering a roadmap for businesses keen to elevate their customer experience game. Big Data = Big Opportunity.

Big data 52

Big data Upselling Banking Customer effort 52

CSM Magazine

JUNE 25, 2024

Rocketlane was crowned the G2 Momentum Leader in the PSA category for three consecutive quarters, in addition to securing 199 other G2 badges in the Spring 2024 report. Today, Rocketlane is the go-to choice for services firms that want to elevate their project delivery experience and optimize their utilization margins.

Sales 52

Sales CRM SaaS Enterprise 52

JustCall

APRIL 23, 2024

Predictive dialer features for managers CRM integration : Look for a predictive dialer that can integrate with your CRM, ideally via a two-way sync. You should also be able to set up automation on the dialer software via native CRM workflows. 100+ integrations : JustCall integrates with various CRMs (and other tools).

call center software 52

call center software Sales CRM Analytics 52

NobelBiz

SEPTEMBER 24, 2024

billion by 2024, growing at a CAGR of 9.1% from 2019 to 2024. Integrations One of the most important VoIP advantages is the possibility to integrate these with other software: CRM, e-mail, marketing automation systems. Real-Time Analytics : Track call volume, agent performance, and customer satisfaction in real time.

voip 52

voip Interactive Voice Response CRM Contact Center 52

CSM Magazine

NOVEMBER 21, 2024

” Using BigChange, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management, and business intelligence tools in one platform, ECO Providers has transformed the planning and management of complex, multi-team, energy saving projects.

CRM 52

CRM Engineering Construction Finance 52

TechSee

JULY 10, 2024

Moving from Incremental Gains to Substantial Transformation In H1 2024, most AI implementations in CX primarily focused on incremental efficiency gains. In a world with incredibly powerful AI, there is no reason why a customer should have to wait on hold, struggle through setup or onboarding, or even technical troubleshooting.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

CSM Magazine

JANUARY 18, 2024

Nina Schick, Generative AI expert Sabio Group has confirmed that acclaimed generative AI expert, Nina Schick, will be its keynote speaker for Disrupt 2024 in the UK. “Her unparalleled expertise and unique perspective will provide our attendees with great insight into how AI will shape the future of customer engagement.

Education 52

Education CRM Technology Analytics 52

JustCall

SEPTEMBER 3, 2024

Talk to Sales Flexing through the challenges: 6 hurdles fitness businesses face in 2024 If the pandemic taught us anything, it was that physical and mental health remains a priority for millions of people across the globe. Providing a fabulous customer experience. Struggling to scale outreach for your wellness business?

CRM 52

CRM Interactive Voice Response Sales Scripts 52

Hodusoft

MARCH 15, 2024

In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7 times more revenue as compared to their competitors who are at the bottom of the customer experience rankings.

Advertising 52

Advertising Wait times CRM Personalization 52

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

Contact Center 48

Contact Center contact center solutions Self service Technology 48

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 93

Virtual Agent Chatbots Average Handle Time Engineering 93