CCNG
JANUARY 1, 2025
Chat has to be part of your omni-channel support strategy. Or does it? Don’t get us wrong, at Customer X Solutions we believe that Chat can be an effective support and delivery mechanism as your customers navigate your systems, processes, and digital tools. But before you try to replicate your Phone, Web, and App strategies with a Chat channel, we recommend that you step back and clarify the desired outcomes.
Blueship Call Center
DECEMBER 30, 2024
Most companies these days provide high-quality customer interaction with the help of professional outsourcing call center companies. As more and more companies continue to outsource their core business operations, the demand for outsourcing grows exponentially, and hence changing the face of customer service. It is no longer about cost-cutting but about efficiency, scalability, and also delivering a superb customer experience.
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CSM Magazine
JANUARY 2, 2025
For customer service professionals, saying no isnt always easy. After all, we’ve been conditioned to prioritize the customers needs and create a positive experience. The reality is, there are situations where you have no choice but to decline a customers request. The challenge lies in finding the right way to say noone that satisfies the business’s policies while maintaining the customers trust and respect.
Callminer
JANUARY 1, 2025
Employees are often expected to wear multiple hats daily while prioritizing CX. Learn how an effective employee experience strategy can improve productivity, retention and morale.
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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
JANUARY 2, 2025
The rise of AI is fundamentally transforming the customer experience (CX). From chatbots and personalized recommendations to predictive maintenance and proactive support, AI is empowering businesses to understand and serve their customers in unprecedented ways. This rapid evolution necessitates a significant shift in the role of the product manager.
Callminer
DECEMBER 30, 2024
Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.
CSM Magazine
JANUARY 3, 2025
Empathy is essential in customer support, but how do you know if its actually making a difference? Measuring empathy might sound trickyafter all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.
ShepHyken
DECEMBER 31, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company’s products or services?
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
WiserOwl Blog
JANUARY 3, 2025
Discover how data-driven CX bridges the gap between data and action, aligning customer experience with financial performance.
Callminer
DECEMBER 29, 2024
Great customer experience is crucial for customer loyalty, retention, and overall business growth. This blog offers practical and effective ways to improve CX today. Read more.
CSM Magazine
JANUARY 3, 2025
Businesses are no longer confined to local or regional markets. Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.
ShepHyken
DECEMBER 29, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Inbenta
DECEMBER 28, 2024
How can financial institutions drive digital adoption and enhance customer engagement in an increasingly online world? In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. A collaboration with Inbenta and our interactive Learn technology led to the creation of Discover Digital, a solution that has transformed Nationwide’s digital landscape.
Injixo
DECEMBER 31, 2024
Efficient and effective workforce management (WFM) is a challenge for every organization. In the contact center, the challenge is even greater: Volatile contact volumes , fluctuating availability of staff and unplanned events add extra layers of complexity that make contact center workforce management more difficult - and more interesting.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
Momentum Telecom
DECEMBER 30, 2024
Join Rick Garcia and Brandon Bradley from Momentum for a special series of Everything Teams Liveyour go-to podcast for all things Microsoft Teams Phone! In this exclusive 5-episode series, Teams Phone migration expert Matt Carlson dives deep into major Teams Phone projects, sharing actionable tips, best practices, and tools to simplify even the most complex migrations.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Inbenta
DECEMBER 28, 2024
Discover how AI is transforming e-commerce through enhanced search functionalities, machine-readable catalogs, and reimagined tech stacks, and learn incremental steps to integrate AI effectively while aligning with your brand’s vision for a better customer experience. AIs role in e-commerce is growing. Whether it’s predicting customer needs through patterns or fine-tuning search algorithms, the potential of AI is both promising and a bit daunting.
MiaRec
DECEMBER 30, 2024
In recent years, many contact centers have implemented or are considering implementing AI-powered Agent Assist technology to help customer service representatives resolve customer issues more quickly and accurately. Agent Assist has become a de-facto standard technology that companies are increasingly investing in.
Concentrix
DECEMBER 31, 2024
Explore the new auto buyers expectations and the tech innovations redefining customer experiences in the connected vehicle landscape.
Momentum Telecom
DECEMBER 30, 2024
Join Rick Garcia and Brandon Bradley from Momentum for a special series of Everything Teams Liveyour go-to podcast for all things Microsoft Teams Phone! In this exclusive series, Teams Phone migration expert Matt Carlson shares proven strategies, best practices, and actionable insights for planning and executing large-scale Teams Phone migrations with confidence.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Inbenta
DECEMBER 28, 2024
Explore how artificial intelligence (AI) has become essential for businesses looking to enhance customer experiences , streamline operations , and foster growth. This article provides practical steps for strategically integrating AI into your business. Artificial intelligence (AI) has emerged as a critical tool for companies aiming to enhance customer experiences, streamline operations, and drive growth.
CSM Magazine
JANUARY 1, 2025
In today’s dynamic field, law firms are always looking for ways to make their operations more efficient. Legal practice management software has become a tool changing how firms handle their business. This software offers a solution by improving tasks that used to take up a lot of time. Thanks to its advantages, law firms can improve their productivity, precision, and client happiness.
OctopusTech
JANUARY 3, 2025
When it comes to marketing and sales, outbound calling is one of the most effective strategies. Done right, it can help increase brand awareness, conversion rates, sales, and general revenue. While most businesses rely on outbound calling to reach wider markets, others miss out on this unique opportunity. What is an Outbound Call? An outbound call is a call initiated by a company to customers for specific purposes, usually to generate their interest in your companys products or services.
Momentum Telecom
DECEMBER 30, 2024
Join Rick Garcia and Brandon Bradley from Momentum for Episode 78 of Everything Teams Liveyour trusted podcast for all things Microsoft Teams Phone! In this episode, Teams Phone migration expert Matt Carlson reveals his go-to free tools, proven strategies, and behind-the-scenes insights to simplify your migration process and ensure long-term success.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Inbenta
DECEMBER 28, 2024
DALLAS, TX November 26, 2024 Inbenta, a global leader in AI-powered customer experience and employee engagement solutions, is proud to announce a strategic partnership with ebankIT, a leading omnichannel digital banking platform provider. This collaboration aims to revolutionize the way financial institutions interact with their customers by offering Inbentas advanced AI technologies through ebankITs platform. ebankIT provides a comprehensive omnichannel banking solution that encompasses web a
CSM Magazine
JANUARY 2, 2025
The Transformative Power of Discovery Phase If you are new to mobile app development, the biggest challenge is creating apps that can stand out and beat the millions of other mobile apps in the market. How can your app stand the test of time and join the ranks of Instagram, TikTok, Snapchat, and many more? The discovery phase is your key to success and the first crucial step that lays the foundation for your mobile application development.
Momentum Telecom
DECEMBER 30, 2024
Join Rick Garcia and Brandon Bradley from Momentum for Episode 79 of Everything Teams Liveyour go-to podcast for all things Microsoft Teams Phone! In this episode, Teams Phone expert Matt Carlson shares key lessons learned from large-scale deployments, practical strategies for post-migration success, and the immediate benefits organizations can achieve when shifting to Teams Phone.
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