Intercom

FEBRUARY 29, 2024

It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window. But what changes are being made? This week on The Ticket podcast, our VP of Customer Support Declan Ivory chats with Jenna Elliott , VP of Global Customer Success at digital analytics platfo

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AI Customer Satisfaction Business Growth Start-ups 91

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.

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Contact Center Gaming Customer Service 90

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

cxservice360

FEBRUARY 29, 2024

With the extensive availability of internet services globally and significant growth in affordable personal computers and laptops, many companies are hiring remote customer service professionals The post The Top 10 Remote Customer Service Job Websites That Hire appeared first on CXService360.

Customer Service 83

Customer Service 83

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

Start-ups 78

Start-ups AI Touchpoint 78

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.

Finance 78

Finance Customer Experience 78

Logicalware

FEBRUARY 29, 2024

With more than 40,000 calls per month, long hold times, overwhelmed contact centre agents, and frustrated customers, the reality for Ombudsman Services – the UK’s leading independent dispute resolution company – was challenging. With a growing number of businesses and consumers relying on its specialist services, it needed to find a new way of working to create a more agile and scalable contact centre.

Social Media 59

Social Media Customer Satisfaction Technology Technology 59

Zonka Feedback

FEBRUARY 29, 2024

The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.

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The Customer Service Blog

FEBRUARY 29, 2024

The price of stamps will rise yet again next month - the fourth increase in two years for the cost of sending a letter first class. Royal Mail has announced that the price of a first-class stamp will rise by 10p to £1.35 and second-class stamps will increase by 10p to 85p. The price rises come after a warning by the loss-making company over the impact of higher costs and lower demand for letters.

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Government 52

RateMyService

FEBRUARY 29, 2024

A lesson on shared responsibility Photo by Nick Fewings on Unsplash Customer experience is a crucial competitive advantage in business-to-business (B2B) relationships. Every interaction a client has with your company, from customer service to billing, shapes their perception of your brand. One negative interaction can unravel years of goodwill. This was recently highlighted when one of our clients described an unpleasant encounter with a key supplier.

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B2B Customer Experience Finance Legal 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. As per one recent study by Datto, MSPs, on average, serve 122 clients.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance Technology 52

Zendesk

FEBRUARY 29, 2024

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Route’s strategic integration with Zendesk redefines customer support dynamics for e-commerce entities, enabling support representatives to seamlessly monitor, address, and initiate claims without ever leaving the Zendesk interfac

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

NGDATA

FEBRUARY 29, 2024

Teaser offers are popular among banks to attract new customers and deposits. Bank executives should focus on fairness, ease of execution, value, and effectiveness. Offers should be clear, consistent, and easy to understand to avoid negative perceptions. Source The post Are Teaser Offers Worth the Trouble in Banking? appeared first on NGDATA.

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Zendesk

FEBRUARY 29, 2024

What is revenue churn? Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn is most relevant for software-as-a-service (SaaS) companies or subscription-based businesses. Today’s consumer has an endless amount of choices at their fingertips.

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Customer Retention Customer Acquisition Artificial Intelligence CX 52

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

NGDATA

FEBRUARY 29, 2024

Credit unions need to prioritize a digital-first mindset, data-driven decision making, exploring the role of AI, and supporting small businesses and gig workers. These strategies can enhance member loyalty, offer relevant financial fitness offerings, and solidify and grow member trust. Source The post 4 Strategies for CUs to Strengthen Member Trust and Succeed This Year appeared first on NGDATA.

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AI 52

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

NGDATA

FEBRUARY 29, 2024

PSCU/Co-op Solutions' new BNPL solution allows credit unions to engage members, tailor eligibility criteria, and help members achieve their financial goals by converting transactions into buy now, pay later arrangements. Source The post Credit Unions Bank on Personal Relationships as Foundation for Payments Innovation appeared first on NGDATA.

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Innovation 52

SugarCRM

FEBRUARY 29, 2024

If you’re struggling to increase your CRM adoption rates, you should know you’re not alone. According to one of our most recent reports , 34% of the respondents claim that technology adoption is one of the most prominent CRM challenges across their organization. While many think there is a quick fix for this struggle, the truth is that you’ll have to work on developing a rock-solid adoption strategy and regularly chat with stakeholders for feedback and recommendations.

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CRM Education Technology Technology 32

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

NGDATA

FEBRUARY 29, 2024

Companies with strong digital and AI capabilities are leaving others behind. Leaders outperform laggards by 2 to 6 times across every sector analyzed. By better integrating digital and AI throughout the customer journey, leaders achieve significant TSR outperformance. Source The post Rewired and running ahead: Digital and AI leaders are leaving the rest behind appeared first on NGDATA.

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AI 52

Execs In The Know

FEBRUARY 29, 2024

Humor me for a second, and imagine your company is Homer’s Odysseus. And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

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CX Transformation CX VOE AI 99