Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
Smart Customer Service
JULY 17, 2024
Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.
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Totango
JULY 17, 2024
“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.
Smart Customer Service
JULY 17, 2024
The advent of work-from-home contact centers has spawned a tech revolution in operations management.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
JULY 17, 2024
We’ve reached a critical turning point for Retail Media Networks (RMN). The first decade of RMNs ran on infrastructure that’s no longer viable, in particular onboarders that rely on third-party data to power identity graphs.
Experience Investigators
JULY 17, 2024
Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Smart Customer Service
JULY 17, 2024
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Customer Think
JULY 17, 2024
As consumer behaviors shift and digital technologies advance, the automotive industry must adapt by implementing innovative lead-generation strategies. These modern approaches not only help in attracting prospective buyers but also in nurturing them through the sales funnel, ultimately driving conversions and fostering long-term customer relationships.
Smart Customer Service
JULY 17, 2024
NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event.
Customer Think
JULY 17, 2024
In the competitive world of retail and grocery, every advantage counts. There’s one often-overlooked factor that has a surprisingly big impact on customer satisfaction—the accuracy of estimated delivery dates (EDDs). Think about the last time you ordered something online. Did a clear delivery window help you relax and get excited about its arrival?
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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.
Smart Customer Service
JULY 17, 2024
Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024.
Customer Think
JULY 17, 2024
Introduction to the Evolution of Search: Google AI Overviews In the digital age, search engines have continually evolved, enhancing how information is delivered to users. Google, a pioneer in search technology, has introduced AI Overviews—an innovative feature leveraging artificial intelligence to redefine information retrieval.
Smart Customer Service
JULY 17, 2024
Foreign contact centers, once the darlings of the industry, have lost some of their appeal.
Customer Think
JULY 17, 2024
Understanding Bad First Contact Resolution (FCR) Bad First Contact Resolution (FCR) is a significant issue in customer service, where inquiries are not resolved during the first interaction. As a pivotal metric, FCR reflects the efficiency and effectiveness of customer service operations.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Smart Customer Service
JULY 17, 2024
Contact Center Builder cuts cloud contact center deployment times significantly.
Customer Think
JULY 17, 2024
User satisfaction is paramount in today’s digital business landscape, and enterprises are putting their best foot forward to ensure seamless user experiences across their platforms. However, no matter how much emphasis is placed on user experience through cutting-edge technology, eliminating friction points requires businesses to pay close attention to their authentication mechanism.
SurveySensum
JULY 17, 2024
Did you know that Verizon’s revenue amounted to 32.48 billion U.S. dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? Creating such an impact cannot be with one-time users, it requires an army of loyal customers who are not only loyal to the brand but also are volunteer brand advocates.
Customer Think
JULY 17, 2024
Leaders, consultants, coaches, sales and healthcare professionals often use influencing strategies to lead their patients, teammates, prospects and clients to action. But is there fallout from the influencing strategies? Do they lead to resistance? How do the clients and prospects, the teams and patients, experience being influenced?
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
The DiJulius Group
JULY 17, 2024
What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping employees discover their “ikigai,” or.
Help Scout
JULY 17, 2024
Testing code isn't just for developers! Designers, product managers, QA specialists, and support team members all benefit from the ability to test. Learn how one engineer used a "Learn Something Day" to make testing more accessible to the broader Help Scout team.
Hodusoft
JULY 17, 2024
15 CX Stats That’ll Change the Way You Look At Customer Service In the next few years, an organization’s Customer Experience (CX) will play a greater role in its success than its products or prices. To paraphrase author and keynote speaker Micah Solomon, CX is not a cost center, it’s a revenue generator. That’s why businesses must take all the possible steps to enhance CX.
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