Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

Customer Service 360

Customer Service Customer Experience Management 360

HelpCrunch

SEPTEMBER 12, 2023

Today, we’re happy to announce a long-term financial and technological partnership between HelpCrunch and UniSender. 2020 has been a pivotal year for all businesses. The partnership with UniSender allows us to continue growing and building [ … ] The post Technological and Financial Partnership: UniSender Invests in HelpCrunch ? appeared first on The HelpCrunch blog.

Technology 115

Technology Customer Service 115

Helpware

SEPTEMBER 12, 2023

The digital transformation of the workplace is not just a trend; it's a strategic need, especially in the BPO sector. The year 2023 saw 35% of U.S. workers predominantly engaged in remote work, based on fresh data from a Pew Research Center study. In fact, it's an innovative strategy that can significantly boost productivity while reducing operational costs.

Management 99

Management 99

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Cisco - Contact Center

SEPTEMBER 12, 2023

Cisco security is excited and ready for another exciting, action-packed season in the NFL! The number one responsibility of any NFL lineman can be summed up in one word: Protection.

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AnswerConnect

SEPTEMBER 12, 2023

Discover how phone order management can benefit your business's bottom line. Learn about the process, benefits, implementation and best practices. The post What is phone order management and how can it help your bottom line? appeared first on AnswerConnect Blog.

Management 97

Management Best practices 97

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

Customer centricity 90

Customer centricity 90

SQM Group

SEPTEMBER 12, 2023

This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer satisfaction.

Customer Service 100

Customer Service 100

Cisco - Contact Center

SEPTEMBER 12, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

Technology 98

Technology 98

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

ConvergeOne

SEPTEMBER 12, 2023

In a world where customer interactions with businesses often feels like navigating a labyrinthine phone menu—press one for this, press two for that—C1 is pioneering a novel approach to transforming these frustrating experiences into something seamless, efficient, and satisfying. The conventional Interactive Voice Response (IVR) systems have long been the bane of customer service, leaving both clients and brands grappling with a lackluster engagement that’s limited to the voice channel and thus l

Interactive Voice Response 85

Interactive Voice Response Customer Experience Customer Service 85

Tethr

SEPTEMBER 12, 2023

Credit union leaders share their top takeaways for automating QA and implementing other AI tech in the contact center.

Contact Center 101

Contact Center 101

Cyara

SEPTEMBER 12, 2023

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Feedback 76

Feedback 76

Cisco - Contact Center

SEPTEMBER 12, 2023

Businesses are expected to deliver flawless, secure digital experiences to their customers through applications.

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Comm100

SEPTEMBER 12, 2023

At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.

Management 63

Management Education Marketing 63

Cisco - Contact Center

SEPTEMBER 12, 2023

How you set your factory network up can make or break your Industry 4.0 initiatives.

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Blueship Call Center

SEPTEMBER 12, 2023

It’s no joke trying to run a profitable business! Every organisation has ups and downs due to a variety of circumstances. To be quite honest, handling every procedure needs a team effort and professional guidance. You may simply hire a third party to complete some chores. Your important time will be freed up as a result. Every company wants to develop fruitful customer connections.

outsourcing 68

outsourcing Customer Experience Customer Care Sales 68

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. On the heels of a $15M funding round led by Boston-based Volition Capital, Zenarate’s AI Simulation Training solution has delivered over 20 million training simulations in 15 languages, transforming how contact center agen

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.

Metrics 59

Metrics Customer centricity Customer effort Customer retention 59

ConvergeOne

SEPTEMBER 12, 2023

In a world where customer interactions with businesses often feels like navigating a labyrinthine phone menu—press one for this, press two for that—C1 is pioneering a novel approach to transforming these frustrating experiences into something seamless, efficient, and satisfying. The conventional Interactive Voice Response (IVR) systems have long been the bane of customer service, leaving both clients and brands grappling with a lackluster engagement that’s limited to the voice channel and thus l

Interactive Voice Response 55

Interactive Voice Response Customer Experience Customer Service 55

Help Scout

SEPTEMBER 12, 2023

AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.

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60

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Certified Languages International

SEPTEMBER 12, 2023

Whichever section of the city you’re in — whether you’re looking to sit down at Jake’s Famous Crawfish, grab a quick snack from Le Bistro Montage Ala Cart, or a have couple drinks from Hey Love — there’s somewhere perfect for you. Let CLI help you explore Portland’s refreshments! Take a look at some of our favorite places to eat or grab a drink. Photo from Victoria Bar Photo from Victoria Bar North Portland Food Eem – Thai BBQ & Cocktails Drinks Victoria Bar The Alibi Tiki Lounge Photo

Marketing 52

Marketing 52

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Cisco - Contact Center

SEPTEMBER 12, 2023

At Cisco we strive to align our strategy, content, and offerings to the top trends happening in the industry. To help us do this effectively, we use the tool we entitled the Cisco Portfolio Explorer.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Cisco - Contact Center

SEPTEMBER 12, 2023

Who is ACW and what do they do?

Technology 98

Technology 98

DMG Consulting

SEPTEMBER 12, 2023

MEDIA ALERT DMG Consulting Releases 2023 – 2024 Real-Time Guidance Product and Market Report Emerging solutions shift the service paradigm from reactive to proactive Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2023 – 2024 Real-Time Guidance Product and Market Report When: Today, 30 August 2023 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provider of contact c

Consulting 48

Consulting Consulting Marketing Average Handle Time 48