Call Center Weekly

APRIL 19, 2018

Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

Aspect

SEPTEMBER 26, 2017

While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs. Technology alone cannot assure that.

B2C 87

B2C Chatbots Healthcare Banking 87

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

PeopleMetrics

MARCH 18, 2025

Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation. Social reviews have always been important, and that hasn't changed.

Surveys 62

Surveys B2C Best practices Feedback 62

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. For B2B companies and high-end B2C offerings, ignoring the prospect experience is still a critical mistake. When it comes to customer experience, most businesses focus on what happens after someone becomes a customer.

B2B 62

B2B B2C Sales Construction 62

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2C 138

B2C B2B Customer centricity Big data 138

Answer Dash

JUNE 4, 2019

Predictive analytics have given way to a new data economy. The current inflection point comes as massive-scale predictive analytics becomes a reality, and the implications of this are both far and wide reaching. This is true across both B2B and B2C enterprises. The idea of computerized decision making, however, is far from new.

Analytics 77

Analytics Customer Experience B2C Healthcare 77

ShepHyken

FEBRUARY 20, 2023

The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. He has over 19 years of experience in the media, data, and analytics sectors and has a passion for fostering a culture of innovation while working with brands to drive transformational change. Customer trust is important.

Personalization 166

Personalization Customer Experience B2C B2B 166

ShepHyken

JUNE 5, 2017

All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly. Customer Experience Is Everything: Three Steps to Make Yours Unforgettable by Zac Johnson. Top Five Bonus.

Airlines 185

Airlines Customer Service B2B B2C 185

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. HappyFox For businesses prioritizing simplicity, HappyFox offers intuitive ticket management, task automation, and detailed analytics. These tools: Centralize all customer queries for easy management.

Customer Service 52

Customer Service B2B Chatbots B2C 52

Tethr

MARCH 1, 2021

In the age of technology, VoC analytics, and machine learning, our observations are no longer limited. Today, we’ll take you through our research on successful B2C sales behaviors, and the four lessons we learned about how to improve sales. We have the tools to analyze 100% of sales calls, 100% of the time. Want to learn more?

B2C 68

B2C Sales Inbound sales Coaching 68

ShepHyken

JUNE 23, 2017

Those that want to take a more hands-on approach could implement Google Analytics to track visitors on the site and add contact forms to make the company accessible; however, there is one combined solution that would work better than multiple platforms. Lead Generation.

Banking 203

Banking B2C Advertising B2B 203

ShepHyken

OCTOBER 6, 2022

In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions. Least Important) to find what customers want most and predictive analytics to find the key drivers of business value (customer attitudes).

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. From advanced CRM systems to data analytics tools, our technology stack is designed to provide actionable insights and improve efficiency.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. From advanced CRM systems to data analytics tools, our technology stack is designed to provide actionable insights and improve efficiency.

B2C 52

B2C B2B Sales Best practices 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. How to take actions on customer experience?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Enterprise 104

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. We’ve studied B2B sales and B2C sales at length, and in those worlds, you’re used to thinking about the sales being a primary function of differentiation and about the pitch.

B2C 65

B2C Sales Inbound sales Coaching 65

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. There are tools you can use to ferret out problems: heatmapping, session replay, conversion funnel mapping and form analytics. Data analytics.

Sales 99

Sales Technology B2C Customer Experience 99

Pointillist

MARCH 22, 2018

There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. 5 steps to find better upsell and cross-sell opportunities using journey analytics. 5 Steps to Find Better Upsell and Cross-sell Opportunities Using Journey Analytics. Are they the same?

Upselling 71

Upselling Analytics B2B B2C 71

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. We’ve studied B2B sales and B2C sales at length, and in those worlds, you’re used to thinking about the sales being a primary function of differentiation and about the pitch.

B2C 62

B2C Sales Inbound sales Coaching 62

Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. We’ve studied B2B sales and B2C sales at length, and in those worlds, you’re used to thinking about the sales being a primary function of differentiation and about the pitch.

B2C 62

B2C Sales Inbound sales Coaching 62

PeopleMetrics

DECEMBER 1, 2021

Their secret sauce is creating high-value customer panels, ga thering regular feedback and applying proprietary qualitative and quantitative analytical techniques to distill what is most important. Together, we bring a combined VoC and research solution for these high-value audiences. CLV is a KPI everyone needs to track!).

B2C 118

B2C Telecommunications B2B Banking 118

Peter Lavers

SEPTEMBER 6, 2018

Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management. and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C B2B 100

TechSee

APRIL 2, 2019

From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. However, most of these innovations revolve around language.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Infinity

APRIL 27, 2022

What are the key differences between B2C and B2B marketing? The key difference between B2C and B2B marketing lies in how the two are perceived, both by businesses and marketers. Too often we get preoccupied with how we should be adapting our communications for B2B and B2C audiences.

Marketing 96

Marketing B2C B2B SaaS 96

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). Not getting ‘too clever’ with analytics (c.f. Enablers Layer. What ‘obsessing’ about the customer meant?

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience 97

Customer Experience B2B Management B2C 97

Quality Contact Solutions

MARCH 25, 2021

During her expansive career, Langenberg has used her expertise in project management, process improvement, quality, and analytics to identify, develop and implement changes that have transformed operations. Langenberg skillfully creates implementation plans that set her clients up for success from the start. About Quality Contact Solutions?.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

GetFeedback

AUGUST 14, 2019

Go beyond basic analytics. She has worked with both B2B and B2C brands in a multitude of industries. That’s not the way to improve the score, either. It’s not a quick fix. You have to do the work. Once you’ve got that feedback, you must analyze it. Connect with her: www.cx-journey.com

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ProProfs Blog

AUGUST 14, 2020

While Google Analytics can help you access such data once collected over a certain time period, live chat gives you insight on real-time customer behavior. Live Chat Analytics to Better Understand Prospective Buyers. These live chat analytics will enable you to improve upcoming customer journeys with your brand.

B2B 174

B2B Analytics Education B2C 174

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

Quality Contact Solutions

AUGUST 9, 2022

Did you know that each time a consumer answers your call, it signals to telecom providers and call analytics algorithms that your call is a trusted one ? How can you market your product or service if you can’t reach your potential or current clients because your outbound calls are being blocked or flagged ? Give me an A ”! Contact Us.

Call Center 98

Call Center Telemarketing B2C B2B 98

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

Cisco - Contact Center

APRIL 5, 2023

As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs

Time management 89

Time management B2C B2B Management 89