NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.

Customer Service 77

Customer Service Chatbots Government Customer centricity 77

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. CRM and ERP Database Management.

CRM 254

CRM Enterprise Benchmark outsourcing 254

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Internal customer satisfaction — attention to quality and timeliness of handoffs between internal departments. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

Clarabridge

SEPTEMBER 2, 2015

Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. Enterprise software usually comes at a certain price.

Enterprise 73

Enterprise Customer Care Accountability Management 73

ShepHyken

NOVEMBER 21, 2017

About: Robert Weideman is the Executive Vice President and General Manager of the Nuance Enterprise Division, responsible for customer self-service solutions that are used by leading organizations around the world to automate and optimize the customer care experience – from the call center to the Web and mobile devices.

Chatbots 129

Chatbots Self service Enterprise Call Center 129

Contact Center Pipeline

MAY 26, 2021

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like synchronous web chat or even email.

Contact Center 147

Contact Center Enterprise Customer Care Analytics 147

ShepHyken

MARCH 14, 2017

According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. Further, empowered customers expect their customer service to be personalized. It needs to communicate and collaborate across the company to provide a great customer experience.

Enterprise 208

Enterprise Call Center Customer Care Marketing 208

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Internal customer satisfaction — attention to quality and timeliness of handoffs between internal departments. Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience Customer advocacy 59

BlueOcean

MAY 20, 2020

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Note: There is a poll embedded within this post, please visit the site to participate in this post's poll.

Customer Care 62

Customer Care outsourcing Enterprise Contact Center 62

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. From consumers to small businesses to enterprise organizations, there’s no denying that wallets were squeezed in 2020 as the height of the pandemic took its toll. Read on to discover our perspective and insights.

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

CSM Magazine

DECEMBER 3, 2019

A huge part of this is repetitive and time-consuming, but it is necessary for the enterprise to achieve success. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Volumes of business communication are growing constantly. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Interactions

AUGUST 29, 2022

Secondly, we can expect the future of enterprise virtual assistants to expand capabilities for greater benefits to the business and the customer (and the agents). The post 4 ways that enterprise virtual agents will evolve appeared first on Interactions.

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

Nuance

FEBRUARY 19, 2021

Opus Research released its annual Decision Makers’ Guide to Enterprise Intelligent Assistants—which, for the fourth year in a row, has named Nuance the highest-rated vendor. The post Nuance rated highest-scoring for enterprise-class intelligent virtual assistants appeared first on What’s next. This is a summary.

Enterprise 53

Enterprise Self service Analytics Customer Care 53

3CLogic

FEBRUARY 19, 2025

Why should customers care about Advanced Platform status? For prospective customers evaluating ServiceNow applications, Advanced Platform status serves as a critical indicator of reliability and quality. The seamless integration lowers operational costs while improving service quality and speed.

Contact Center 71

Contact Center contact center solutions Enterprise Best practices 71

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Process mining is centered on the process, rather than the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Spearline

MAY 17, 2022

About Customer Contact Week Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. Meet your Spearline team at Enterprise Connect!

Telecommunications 98

Telecommunications Enterprise Contact Center Call Center 98

TechSee

JANUARY 29, 2019

Enterprise adoption of AI in CRM. In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. It can also help predict issues before they even happen, allowing a customer care team to avoid dissatisfaction or attrition.

CRM 164

CRM Personalization Self service Sales 164

Sykes

JANUARY 23, 2018

While the demand for technical engineers is high, SYKES Tech Academy takes the frustration and stress out of securing the talent you need with the necessary experience, capability and certification levels to best serve your customers. SYKES is a leading, global digital-marketing and customer-care outsourcer. ABOUT SYKES.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. One hour a week of self-paced digital learning content.

Customer Care 52

Customer Care Finance Enterprise Marketing 52

BlueOcean

OCTOBER 21, 2024

If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team. At its most basic, every lost customer creates the need to acquire a new one.

Customer retention 62

Customer retention Advertising Sales Enterprise 62

TechSee

FEBRUARY 5, 2018

Billing disputes remain the most common types of customer service inquiries, and are often extremely nuanced and especially difficult to resolve. According to Oracle , energy providers worldwide spend about $30 billion dollars every year on customer care. The status quo.

Customer Service 132

Customer Service Call Center Enterprise Banking 132

CSM Magazine

MARCH 28, 2025

Zendesk Zendesk continues to lead the industry with its robust, scalable customer service platform. With highly advanced ticketing systems, automation options, and omnichannel communication, Zendesk is a great option for growing enterprises 12.

Customer Service 52

Customer Service B2B Chatbots B2C 52

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

TechSee

MARCH 19, 2019

Customer care center metrics in the era of self-service clearly require a different approach. It is more useful to monitor the metric over time, as deflection should increase as the self-service channels improve and customers become more comfortable with the technology. Total Cost Per Contact.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Skybridge

NOVEMBER 12, 2020

53% of respondents did not have a Customer Experience Leader in their organization. Only 23% had a customer experience leader that reported directly under the CEO. Keep in mind, the ONLY way to ensure enterprise-level changes to customer-centricity is to have CX leaders report directly to the CEO.

Customer Care 52

Customer Care Government Self service Education 52

ShepHyken

DECEMBER 5, 2022

Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. Centrical) Enterprises everywhere are transforming their frontline teams through interval learning and coaching, with a gamified approach. And third, practice reciprocity.

Customer Service 190

Customer Service Gamification Customer Support Customer centricity 190

ShepHyken

OCTOBER 27, 2017

Long story short: Texting provides a way for your brand to tap into the business of empathy, and to remain at the pulse of your customer’s every need. Tim Fujita-Yuhas serves as Director of Product Management and New Product Strategy for OpenMarket’s Mobile Engagement Platform, specializing in enterprise mobile engagement services.

Customer Service 222

Customer Service Customer centricity Enterprise Contact Center 222

ShepHyken

SEPTEMBER 1, 2017

As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. Not just accepted, in some cases it is preferred. – Shep Hyken. Nineteen year-old college students.

Self service 214

Self service B2B SaaS Enterprise 214

ProProfs Blog

MARCH 13, 2020

But in multichannel support, the essence of past conversations, the context, and the customer history are never shared across. . Hence to the customer, every channel would seem separate. Therefore, with multichannel support, you need to reiterate your issue to the customer care executive each time you reconnect. .

Multichannel 165

Multichannel Customer centricity Enterprise Sales 165

Aspect

OCTOBER 3, 2018

A single platform approach allows for seamless transitions from automated to live service and a tighter, easier integration with enterprise systems and workflows. Proactive outreach and proactive customer care via voice, email or SMS is fundamental to keeping customers engaged and informed. Modern Self-Service.

APIs 107

APIs Self service SaaS Enterprise 107

CSM Magazine

JUNE 29, 2022

PCI Pal , the global SaaS provider of secure payment solutions, has today announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services. ” For more information on Teleperformance, visit www.teleperformance.com.

Enterprise 52

Enterprise Automotive Business Process Outsourcing Government 52

Nuance

JULY 19, 2022

In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care. The post Introducing the Microsoft Digital Contact Center Platform: A comprehensive, flexible customer care solution appeared first on What’s next.

Customer Care 52

Customer Care Contact Center Customer Experience Enterprise 52