Customer Think

DECEMBER 14, 2023

The contact center space is under a lot of pressure right now. Business Process Outsourcers (BPOs) play a big role in the contact center space, with 58% of contact center leaders reporting that they outsource at least some of their service capacity to BPOs, according to Deloitte Digital’s […]

Customer Experience 57

Customer Experience Marketing Digitalization 57

Customer Think

OCTOBER 10, 2023

Commentators have been suggesting that professional jobs, including those in contact centers, are about to vanish since ChatGPT was released at the end of 2022. AI is good at performing tasks, but can really replace the complete job of customer service reps?

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Customer Think

FEBRUARY 6, 2023

The Financial Impact Of Ensuring Frontline Autonomy Let’s face it: Customer service — especially the contact center — gets a bad rap. It is usually seen as a cost center — a necessary evil to handle customer questions and complaints.

Customer Experience 62

Customer Experience 62

Customer Think

SEPTEMBER 29, 2021

Your call center agents are the lifeblood of your contact center. They have a huge responsibility to represent your brand during a customer’s time of need and frustration, all while actually solving a customer service issue in real-time. Now that’s a tall order.

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Customer Think

MARCH 27, 2023

Contact centers are an essential component of modern business operations, providing customer support, technical assistance, and other services. Let’s explore the top contact center technology categories that are driving […]

Meetings 73

Meetings 73

Customer Think

JUNE 1, 2023

Historically, contact centers have been a bastion of customer service, used to manage all types of inquiries from customers, ranging from product returns to billing issues. Most recently (particularly in challenging economic times) contact centers are increasingly being used to drive sales and revenue.

Sales 62

Sales Management 62

Customer Think

AUGUST 12, 2021

by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rat.

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Customer Think

DECEMBER 8, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do.

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Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Customer Experience 98

Customer Experience Communication 98

Customer Think

DECEMBER 18, 2023

In today’s digital world, customers expect seamless and integrated experiences when interacting with financial services providers across various channels like websites, mobile apps, branches, contact centers and more.

Financial Services 57

Financial Services Digitalization 57

Customer Think

FEBRUARY 16, 2023

Is the contact center the next big tech frontier? According to an Allied Market Research (AMR) report, the global Contact Center as a Service (CCaaS) industry is forecast to reach $19.8 With the move to the cloud and increased innovation forced upon many companies by the pandemic, it certainly appears so.

Innovation 62

Innovation Marketing 62

Agile CRM

MARCH 9, 2022

In order to handle large outbound call volumes and guarantee high consumer outreach, you should consider using an outbound contact centre software. A firm needs Outbound Call Center Software in order to run seamless outbound operations. What Are the Benefits of Outbound Call Center Software? Enhance customer service.

Software 52

Software Software CRM Internet 52

Customer Think

JUNE 30, 2021

The Age of Contact Center Transformation Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels.

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Apptivo

MAY 4, 2022

All About Contact center. What is contact center? What are the types of contact centers? What are the benefits of a contact center? How do contact centers work? Technologies used by contact centers. Future of contact centers. What is Contact center?

Artificial Intelligence 52

Artificial Intelligence Telecommunications Media CRM 52

Zendesk

NOVEMBER 10, 2022

As global data protection and privacy regulations continue to evolve, it’s important to understand how Service Data is processed and stored by the vendors you work with, to ensure that your Service Data is safe, and that your systems help you to meet global compliance regulations. How we protect your Service Data. Trust Center.

Healthcare 52

Healthcare Meetings Management 52

Customer Think

MAY 13, 2021

At first glance, chief marketing officers (CMOs) and contact center leaders may seem to have little in common. The contact center leader, on the other hand, focuses on customer service management, service cost […].

Customer Success 56

Customer Success Marketing Management Digitalization 56

Customer Think

DECEMBER 4, 2022

One way to make any department or stakeholder relevant is to convert it into a value center. Value Centers are what were traditionally thought of as cost centers. Later we tried to make these profit centers. They really need to be value centers. For example: Service was considered a cost center.

Suppliers 73

Suppliers Government Profitability Procurement 73

Customer Think

AUGUST 27, 2021

It’s no secret that automation in contact centers is growing rapidly. And the stakes are high: 79% of consumers agree that the experience a company provides is just as important as its product or services. In the next three years, almost 6 in 10 customer interactions could be automated, up from 46% currently.

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Arpedio

DECEMBER 19, 2022

Back to blog. Use tabs to filter decision centers, business units, or regions to create better structure and full overview. Add External Contacts to Org Charts: Add contacts from parent-, child-, or other accounts in Salesforce to get the full view of your key stakeholders and external players. Contact us.

Account Planning 52

Account Planning Account Management B2B Stakeholders 52

Customer Think

JULY 8, 2021

I have often written in the past about Gig CX not being a replacement for Business Process Outsourcing (BPO) and contact centers. These ideas can co-exist and in many cases we are working with BPOs to create solutions where they build out the heart of a customer service solution and we add the flexibility – […].

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Customer Think

FEBRUARY 5, 2023

Procuring the services of an outsourced BPO or contact center vendor can be a time-consuming, labor-intensive process, given the ever-expanding vendor landscape and emerging nearshore and offshore regions. Blockchain certification, a new standard, can also give […]

Procurement 62

Procurement Management 62

Customer Think

OCTOBER 16, 2023

It’s not surprising to call a business and be greeted by an IVR system that helps us navigate to the right department or handle issues on our own through self-service options. Some companies take inbound IVR to the next level by combining different contact center technologies in a clever way to create messages fully tailored […]

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Apptivo

APRIL 13, 2021

When it comes to a contact center, reporting the performance of your employees and predicting customer demands is a stressful task. Even veteran managers and directors struggle when it comes to measuring and boosting the KPI of their contact centers. First Contact Resolution. Abandonment Rate.

Prioritization 69

Prioritization Management Organization 69

Hubspot Sales

MAY 26, 2023

In this post, we’ll go over: What an outbound call is Outbound vs. inbound calls How to make effective calls Outbound vs. Inbound Calls Simply put, an outbound call is made by the call center representative to a prospect while an inbound call is made by a customer or prospect to the business or organization. Make the call.

Emotional Intelligence 105

Emotional Intelligence Software Software Communication 105

Customer Think

APRIL 30, 2021

The dramatic shift in customer expectations over the last year is causing companies to rethink the way they engage with customers using cloud contact center software. In fact, over 90% […].

Digitalization 82

Digitalization Software Software Meetings 82

Zendesk

AUGUST 4, 2021

Scaling your startup with customer service. “In In the early days of the startup, the founder is often the lead product developer, chief salesperson, and customer service representative,” writes Joseph Pickens in Business Horizons. When startups have growing pains, it can manifest in their customer service strategy – or lack of one.

Software 98

Software Software Decision-making Investors 98

Customer Think

OCTOBER 24, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

Organization 62

Organization 62

Insightly

MAY 30, 2023

Whether you’re a first-time CRM user or a seasoned pro, this blog post can serve as a guide to better understanding the importance of CRM benchmarks and help guide you on setting meaningful benchmarks for your business. The average answer speed is a vital metric for service companies in CRM benchmarking.

CRM 52

CRM Decision-making Facilitation Customer Experience 52

Apptivo

JUNE 8, 2023

Imagine an engaging experience in which potential customers go on an exciting journey that begins when they become aware of a product or service and ends with a triumphant purchase. They are pleasantly surprised to find a treasure mine of intriguing blog entries, instructional videos, and an attractive email sign-up option.

Advertising 52

Advertising Sales Decision-making CRM 52

Nutshell

AUGUST 12, 2020

For example, if a PPC ad for a particular keyword is generating a high CTR, then that could signify an opportunity to update the meta description of a blog post targeting the same keyword. Select the exact areas nearest to your service areas to see an increase in conversions and to help your ad budget go farther. Use Negative Keywords.

Advertising 77

Advertising Acquisition Marketing Organization 77

Customer Think

MARCH 19, 2024

Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. “I just can’t […]

Meetings 67

Meetings Management 67

PandaDoc

OCTOBER 14, 2020

It’s not enough to regurgitate dry facts when a customer makes contact. Stories Center the Customer. Center the customer to show that you think of them as someone with agency, someone who makes informed choices, and whose opinions matter. Great service is the best way to make your customer feel important.

Decision-making 111

Decision-making Sales Suppliers Advertising 111

Nutshell

FEBRUARY 14, 2023

This blog post is for you and will discuss the following: What are CRM tools used for? It does more than just store your customers’ contact details and information—it also helps your marketing, sales, and customer service establish and nurture relationships by providing a pleasant customer experience throughout their journey.

Small Business 62

Small Business CRM Decision-making Software 62

Arpedio

DECEMBER 3, 2021

ARPEDIO has a new Service Cloud Voice Accredited Professional. ? Back to blog. Raquel Genoveva Alonso González is a Salesforce Senior Functional Consultant specialized in Service Cloud. What was the process to become a Service Cloud Voice Accredited Professional? December 3, 2021. Meet Raquel.

B2B 52

B2B Account Management Innovation Internet 52

Arpedio

DECEMBER 3, 2021

ARPEDIO has a new Service Cloud Voice Accredited Professional. ? Back to blog. Raquel Genoveva Alonso González is a Salesforce Senior Functional Consultant specialized in Service Cloud. What was the process to become a Service Cloud Voice Accredited Professional? December 3, 2021. Meet Raquel.

B2B 52

B2B Account Management Innovation Internet 52

Arpedio

DECEMBER 3, 2021

Arpedio has a new Service Cloud Voice Accredited Professional. ? Back to blog. Raquel Genoveva Alonso González is a Salesforce Senior Functional Consultant specialized in Service Cloud. What was the process to become a Service Cloud Voice Accredited Professional? December 3, 2021. Meet Raquel.

B2B 52

B2B Account Management Innovation Internet 52

ACT

JANUARY 11, 2023

Did you know that 90 percent of customers regard issue resolution as the most important customer service factor? Customers primarily use products and services to solve their problems, fulfill needs, and get desirable outcomes. Let’s look at a few, from slow service to poor communication. This isn’t surprising.

Small Business 52

Small Business Customer Experience CRM Communication 52