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3 steps to building an effective martech stack
Dec 13th, 2022 - Identify core customer and business needs first. Then build your stack accordingly. Marketers don't have to be overwhelmed by technology if they stick to basic principles when assembling their marketing technology stack. These three steps will come in handy when navigating the complicated landscape of over 10,000 martech companies. Bad stack features to avoid But first, what does a bad stack look like? "Number one, an ineffective martech stack is incomplete," said Darrell Alfonso, global ...
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SOURCE: MARTECH.ORG
NICE Launches Enlighten AutoSummary
Dec 13th, 2022 - NICE has announced the launch of Enlighten AutoSummary, a complete out-of-the-box, AI contact centre solution for automatically generating contact centre summaries of every customer interaction with an agent. Average handle times and after-call work are reduced as agents are relieved of the need for manual notetaking, while concise, accurate and actionable information about the interaction is immediately available to the next agent in the customer's journey. Now agents can concentrate fully on ...
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SOURCE: CALLCENTREHELPER.COM
Here's What Really Builds Customer Loyalty in the B2B Industry
Dec 12th, 2022 - During the past couple of years, we've all had a front-row seat at the B2B digital transformation , and it has become clear that great B2B ecommerce buying experiences don't just happen. They require a strategic investment of time and money — and an understanding of the psychological drivers that create experience loyalty in business buyers. While experience loyalty has been around the B2C world for decades, the B2B industry is now catching on that delighting customers doesn't build ...
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SOURCE: ENTREPRENEUR.COM
2023 Trends: Conversational AI Complements Digital Customer Service
Dec 13th, 2022 - Jessica Smith at 8×8 outlines some 2023 contact centre trends and explains how conversational AI complements digital customer service. Trust, Not Technology, is the Reason That Digital Self-Service is Becoming Mainstream It's no surprise that consumers continue to favor digital self-service. As a population, we all rely on our smartphones for interactions. According to Harvard Business Review, 81% of all customers attempt to take care of issues themselves before reaching out to a live ...
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SOURCE: CALLCENTREHELPER.COM
3 reasons organizations should empower service teams with automation
Dec 11th, 2022 - With labor shortages, supply chain issues, inflationary pressure, and customers' increasing expectation for seamless service testing every company's limits, organizations are looking for ways to help their workforce do more with less. This pressure is especially acute for customer service teams already prone to burnout and high turnover. By deploying automation technology , organizations can empower service agents to do their jobs more efficiently, lower workplace stress, and advance...
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SOURCE: VENTUREBEAT.COM
How natural language search helps banks enhance customer experience
Dec 12th, 2022 - Intelligent solutions enable self-service for both customers and support agents, allowing them to ask questions using their own words as if they were speaking to a person. By Ryan Welsh A sk anyone involved in supporting or servicing a customer in the financial services sector and they will certainly say that habits are changing and expectations are high. This shift started with digital devices and the multiple customer engagement channels those devices have enabled. Organizations are required ...
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SOURCE: BANKINGJOURNAL.ABA.COM
Build Brand Loyalty and Business Value with Proactive Support
Dec 9th, 2022 - Anticipating the concerns of customers is critical in the post-pandemic world. Here's how organizations can leverage proactive support as a revenue driver. When a customer reaches out to a company, it's likely because something has gone wrong. Customer service functions typically serve to manage defective products, shipping delays, billing issues and other problems. However, in the digital age, consumers expect more from brands than just standard service. They want to be surprised and delighted ...
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SOURCE: CMSWIRE.COM
Amazon Connect Call Center Software: An Effective Way Of Improving Efficiency
Dec 10th, 2022 - The article is about how Amazon Connect helps companies improve efficiency and customer service. The article also discusses the importance of having good call center software that can help businesses improve their efficiency. Why is Amazon Connect call center software important? The Amazon Connect call center software can be a valuable tool for managers. It allows for the tracking of calls and their corresponding information, which can help improve operations. Additionally, cloud call center ...
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SOURCE: TECHBULLION.COM
What Side of the Data Divide Are You On?
Dec 9th, 2022 - Michele Carlson at NICE explores the data divide that separates companies into the thriving and the merely surviving. The Deep Chasm There is a deep chasm between the data-haves and the data-have-nots. Some companies can mine customer service data to refine their CX, while others drown in data that they do not use effectively. For those brands that thrive by using data to provide the best customer service, they have seen incredible improvements to their CX metrics: three to five times annual ...
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SOURCE: CALLCENTREHELPER.COM
How to Optimize Customer Experience with Hi-Tech Solutions
Dec 7th, 2022 - Hi-tech customer service has revolutionized the way customers interact with businesses worldwide. To create a successful customer experience, your company must adopt the latest hi-tech solutions, including chatbots and artificial intelligence. Although it is still early in the customer experience optimization game, these technologies have already proven their effectiveness in revolutionizing business processes. In addition, they are easily integrated with the existing customer service system ...
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