CX Global Media

FEBRUARY 6, 2019

For years I fell into a trap that I see many in the contact center industry fall in to. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.

B2C 106

B2C Sales Inbound sales Upselling 106

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. For information contact or www.hyken.com. There are various “stages” that the customer goes through before he or she says, “I want to come back.”

Customer Service 225

Customer Service Customer retention B2C Contact Center 225

CCNG

JUNE 28, 2023

So please, if you're posting a role for a contact center leader, don't call it customer experience unless that role has a lot more under its purview. Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. Making your contact center omnichannel ready.

B2C 67

B2C Contact Center Call Center Customer Service 67

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa.

Customer Service 190

Customer Service B2C B2B Contact Center 190

ShepHyken

SEPTEMBER 20, 2021

Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees. My Comment: Most articles focused on the digital customer experience focus on the B2C world. And that leaves operational leaders like you in a pinch.

Customer Service 46

Customer Service B2B B2C Advertising 46

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

Contact Center Pipeline

AUGUST 11, 2022

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX).

B2C 147

B2C B2B Customer Experience 147

ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.

Customer Service 216

Customer Service B2B B2C Advertising 216

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? In today’s contact center, remote work is more prevalent than ever before.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

SEPTEMBER 14, 2020

I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space.

Customer Service 216

Customer Service B2B B2C Call Center 216

Contact Center Pipeline

JULY 13, 2022

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice.

B2B 147

B2B B2C Customer Experience 147

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C Self service Contact center software 84

NICE inContact

APRIL 24, 2019

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. The post Basic Research Builds B2C Business with Custom CRM Integration appeared first on NICE inContact Blog.

B2C 55

B2C CRM Contact Center APIs 55

ShepHyken

JANUARY 13, 2020

This is especially true online where retailers often rely on remote contact center agents to resolve things. My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B).

Customer Service 180

Customer Service Journey mapping B2C B2B 180

ShepHyken

JULY 13, 2020

16 Statistics on Why Omnichannel is the Future of Your Contact Center and the Foundation for a Top-Notch Competitive Customer Experience by Laura Krajewski. Nuxiba) This infographic shares advice to give your customer the best experience in your call or contact center. Oh, let me count the ways.

Customer Service 144

Customer Service Customer centricity B2C B2B 144

CCNG

OCTOBER 11, 2023

Michelle brings her extensive background in B2B/B2C/D2C organizations, including ownership of customer experience, client success and contact center operations to the benefit of fellow CCNG members and industry colleagues.

CCNG 195

CCNG Customer Experience B2C Finance 195

TechSee

DECEMBER 22, 2019

The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues. Seven types of successful contact center agents.

Call Center 124

Call Center Personalization Contact Center Self service 124

SharpenCX

JUNE 15, 2018

Contact center stress is the bane of B2C companies across the globe. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. The more [.].

Contact Center 52

Contact Center B2C Management Contact center software 52

Taylor Reach Group

NOVEMBER 21, 2019

Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. TRG helps clients optimize their contact center operations through focus on four pillars: people, process, technology and methodology. By Peg Ayers.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

TechSee

JANUARY 25, 2023

Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. [link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Philips partners closely with their customers to transform healthcare delivery.

Automotive 41

Automotive Management Enterprise B2B 41

Hodusoft

JUNE 25, 2020

Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software. Few of the advantages include:-.

Contact center software 52

Contact center software Contact Center call center software B2C 52

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

Fonolo

DECEMBER 4, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! Or is it here for the long haul?

Gamification 89

Gamification B2C Contact Center Technology 89

NobelBiz

MARCH 18, 2025

This reality can lead to significant revenue loss and damage brand reputation, creating a pressing pain point for contact centers. Key Takeaways Voice Still Dominates: 92% of B2C interactions still happen via phone, making call deliverability a crucial business priority.

Best practices 52

Best practices B2C Call Center Consulting 52

Fonolo

MAY 10, 2018

When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section. Whitepaper – Mastering #CX in the Contact Center: 7 Tips to Follow. Contact Center KPI’s. Reacting to Patterns in Call Volume.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Quality Contact Solutions

MARCH 25, 2021

Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination. About Quality Contact Solutions?.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The US Contact Center Decision-Makers’ Guide. Who wrote it: Contact Babel. Who wrote it: The Incite Group. Where to get it: [link]. in 2015 to 4.5% in 2016 to 5.3%

Call Center 89

Call Center Contact Center B2C Surveys 89

TechSee

MAY 21, 2019

Leading B2C providers are now taking these lessons “to heart,” holistically combining the various technologies to optimize customer assistance at every stage of the journey. The devotion to emotion. Better call routing. Tracking reactions over time.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NobelBiz

SEPTEMBER 5, 2023

In both inbound and outbound contact center operations, the connection rate is the vital pulse that fuels performance. Christian Montes, Executive Vice President Client Operations @NobelBiz Factors Affecting Connection Rate Several factors impact the connection rate in contact centers.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

The Northridge Group

JUNE 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers.

B2B 67

B2B B2C Contact Center contact center associations 67

Fonolo

FEBRUARY 6, 2020

While consumer-to-consumer SMS is already ubiquitous, the medium is gaining rapid popularity for B2C and B2B interactions, including for customer service. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

TechSee

JULY 2, 2019

But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.

Customer Service 104

Customer Service B2C Contact Center Engineering 104

Spearline

JANUARY 27, 2022

Rather, they are engaging with their customers online, and via telephone and contact center technologies. With centralized contact centers servicing global markets, a simple phone call is far from simple. It is simply more satisfying and comfortable for the customer to engage in conversation with a person.

Management 98

Management Telecommunications B2C B2B 98

Babelforce

JANUARY 28, 2021

It also happens to be one area where outbound or blended contact centers can have a massive impact. Now let think about how the contact center can reduce those costs. #1 If you sell b2b (or high-value b2c) then that means a phone call. What about the ‘real world’ of the inbound contact center ?

Contact Center 52

Contact Center CRM Upselling Sales 52