GCOM Part of the Growing Gamification and AI Market
The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024..
Setting Up a Business with a Strong Customer Focus from the Outset
Any tasks which are customer-related should always take the highest priority. Here are some key areas which new businesses would do well to put in place from the outset..
VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application
VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect..
To Respond or Not to Respond to Customer Feedback
With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer..
Webinar: The Experience Economy – Customer Data, VoC and Closing the Feedback Loop
In this free webinar you’ll hear from Frontier Airlines, GE Digital and Allied Telecom on how they are using data to personalize experiences and stay one step ahead of the competition..
Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow
Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers..
Effort and Responsiveness in Customer Service Impacts Customer Loyalty
Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand..
Harnessing Social Media as a Contact Centre Channel
With social media firmly cemented in our daily lives, it’s no surprise that we are further utilising those channels to gain quicker and more personalised engagements with brands..
How to Ensure a Bespoke CRM System Continues to Add Customer Value
When a custom CRM is well mapped out from the outset, it should provide added value for customers on delivery and well into the future..
How to Provide a Great Experience for Your Conference Guests
When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience..
How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue
By building and formalizing a learning curriculum that’s customized by audience, Nintex has provided customers with an accessible, relevant library of resources..
CRM Platform Drives Change for National Charity
Driving Mobility, a nationwide network of independent organisations that offers professional advice and assessments for people who need to gain or retain independence through mobility, has appointed CRM specialists Silverbear to deliver its digital transformation programme. Drivers of change: Edward Trewhella, Chief Executive at Driving Mobility (back left), and members of the Driving Mobility team … Read more
Closing the Weakest Link: Call Centre Authentication
In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..
Protecting Your Customers’ Data Before Disaster Strikes
When it comes to protecting customer data, avoiding complacency and staying agile are crucial to avoid being hit by a security breach..
Improve Customer Experience with Knowledge Management
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy..
Customer Service: It’s the Little Things That Matter
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more..
The Right Questions to Ask Your Customers
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?
Telephone Etiquette is Crucial to Customer Service
Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..
5 Customer Service Lessons from the Mall of America
Rick Conlow gained some key lessons from his customer service survey conducted at the Mall of America..