Premier BPO

SEPTEMBER 8, 2023

Power, The Future of the Contact Center with Mark Miller, Practice Leader, Customer Service Advisory J.D. Sessions by Keynote Speakers: Nicole Bianchi – 5 Tough Talks and How to Execute Them Successfully What to discover: Strategies to overcome the fear of not getting tough conversations right.

Co-Sourcing 52

Co-Sourcing BPO Retail Advisory 52

Everest Group

JUNE 9, 2023

Process Mining Products PEAK Matrix® Process mining plays a crucial role in driving operational excellence and facilitating enterprises’ digital transformation initiatives by employing a data-driven approach to continuously discover, monitor, and optimize existing processes.

Outsourcing 52

Outsourcing Government Marketing Research 52

Perficient Digital Transformation

JULY 11, 2022

Every product, no matter how genius, needs: Integrated and Omni-Channel Marketing to educate the public about your product and/or service. As someone who works in sales and marketing, I can tell you that about 90% of businesses do not measure enough or the right metrics. Enter Customer Experience (CX) Metrics. How could that be?

Sales 64

Sales Right-Sizing Analytics Marketing 64

IBM Services

MARCH 29, 2024

Generating repeat business is critical: McKinsey’s report on customer acquisition states (link resides outside of ibm.com) that companies need to acquire three new customers to make up the business value of losing one existing customer. Some of the steps to building an effective customer retention strategy are: 1.

Customer Service 63

Customer Service Customer Support Marketing Service 63

IBM Services

DECEMBER 20, 2023

Customer experience strategy (CX strategy) is when organizations optimize customer engagements to create happy customers, drive customer loyalty and help to recruit new customers. Here are seven components every organization should include in their CX strategy: 1. Create personas Every customer is different.

Customer Service 68

Customer Service Customer Support Service Sales 68

Everest Group

JUNE 9, 2023

Healthcare Data and Analytics Services PEAK Matrix® Assessment Healthcare enterprises are recognizing the growing importance of Data and Analytics (D&A) in their growth strategies, as data-driven decision-making gains significance.

Healthcare 52

Healthcare Analytics Service Administrative 52

Everest Group

MAY 31, 2023

Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment The market for Contact Center-as-a-Service (CCaaS) is experiencing rapid growth, driven by the increasing demand for flexible remote work solutions, the need for businesses to provide exceptional customer service, and the scalability required to accommodate fluctuating demand.

Service 52

Service Flexibility Healthcare Outsourcing 52

Simplr

AUGUST 24, 2023

As we dive deeper into the possibilities presented by artificial intelligence, it made it us stop and think: Why are so many retailers still falling short when it comes to embracing innovation—or innovating quickly—in order to truly replicate the in-store experience online? You can watch the webinar on demand here.

Retail 52

Retail Customer Support Efficiency Operational Costs 52

Simplr

AUGUST 24, 2023

As we dive deeper into the possibilities presented by artificial intelligence, it made it us stop and think: Why are so many retailers still falling short when it comes to embracing innovation—or innovating quickly—in order to truly replicate the in-store experience online? You can watch the webinar on demand here.

Retail 52

Retail Customer Support Efficiency Operational Costs 52

Everest Group

JANUARY 16, 2023

CXM outsourcing is expected to endure: Historical data suggests that the demand for Business Process Services (BPS) outsourcing remains resilient during an economic downturn as shown below: Source: Everest Group. To learn five strategies that can help providers get ready for an economic downturn and win in the long term, read on.

Outsourcing 52

Outsourcing Retail Flexibility Manufacturing 52

Anexa

JANUARY 15, 2023

Let’s face it: cutting-edge personalization initiatives are front and center in today’s business world. This is state-of-the-art natural language processing (NLP) technology, and it is transforming the customer service field. As it processes more inquiries, it better understands customer needs and improves the quality of the service.

BPO 52

BPO Customer Service Banking Outsourcing 52

Simplr

MAY 24, 2022

A quick study of brands that excel in ecommerce shows us that (1) just bringing in-store merchandising online doesn’t cut it, and (2) there is no such thing as “business hours” online. The NOW Customer also compares their shopping experiences to services like Amazon Prime Now, Doordash, Netflix, and Uber Connect.

Retail 97

Retail Sales Right-Sizing Customer Service 97

Everest Group

MAY 18, 2022

Global CXM provider Comdata offers end-to-end management solutions (acquisition, retention, customer service, technical support, and credit collection) in 30 languages across four continents and 21 countries with its network of 50,000-plus agents. Read on to find out what this big deal will mean. Creation of a global champion.

Business Process Outsourcing 52

Business Process Outsourcing BPO Marketing E-Commerce 52

Premier BPO

MAY 24, 2023

The widespread forum serves as a go-to consumer service and customer care platform in the U.S. It provides collaborative opportunities for industry leaders, businesses, professionals, and members of SOCAP International alike. Premier BPO’s COO also contributed by sharing exclusive insights as a featured panel speaker.

Offshoring 52

Offshoring BPO Co-Sourcing Outsourcing 52

Mattsen Kumar

JUNE 9, 2021

The e-commerce industry is incessantly evolving; today, players are improving and customizing their businesses to meet customers where they are. E-commerce customer service practices are ever-evolving; often led by new technologies, these trends keep changing year after year. Explained: Customer Service in E-commerce.

E-Commerce 52

E-Commerce Customer Service Service Customer Support 52

Everest Group

DECEMBER 15, 2023

The combination of Artificial Intelligence (AI) and data and analytics (D&A) can deliver superior, efficient, and personalized customer experience (CX). Learn more about how AI and D&A can work together to deliver exceptional CX in this blog. Reach out to us to discuss AI and D&A in customer experience further.

Analytics 64

Analytics Out-Tasking Cybersecurity Automation 64

Capgemini

JANUARY 19, 2022

Customer service has been transformed in recent years, and much of the progress is technology driven. Customer expectations have grown, and customer experience (CX) platform offerings have risen to meet the challenge. Amazon Connect is a case in point. Customer-centricity…. and agent support.

Regulations 52

Regulations Design Analytics Engineering 52

Balbelforce

MARCH 8, 2023

If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues to grow. Rather, consumers expect a much better quality of service resembling the convenience of their own digital lives.

Call Center 52

Call Center Automation Sourcing Marketing 52

Balbelforce

NOVEMBER 30, 2022

That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology.

Call Center 52

Call Center Sales Software Out-Tasking 52

TTEC

SEPTEMBER 7, 2021

Image: Type: Podcast Episodes Podcast Embed Code: HTML Override Type: Content Enable Social: Tags: Employee Insights Workforce Optimization Customer Intelligence Analytics Topics: Digital Transformation Body: Customer experience is a one-to-one conversation, but the DNA of these discussions has changed. Welcome Sharon.

Customer Service 52

Customer Service Call Center Service Analytics 52

Premier BPO

AUGUST 19, 2021

Outsourcing has gradually become a permanent feature of businesses globally, especially when focused on cost-reduction, expansion of talent pool, and geographical redundancy. To help with that, Premier BPO has created our very own collection of Outsourcing terms to help anyone easily converse like an expert. .

BPO 52

BPO Outsourcing Offshoring Call Center 52

Simplr

JULY 22, 2021

It’s wildly popular with the NOW Customer and a genius method for having one-on-one conversations with your customers. We’re going to lay out our top five live chat best practices for making real-time chat support your ecommerce conversion engine. Live chat is a software tool that provides real-time customer service online.

Retail 97

Retail Sales Customer Service Customer Support 97

Zinnov

JULY 21, 2023

Most businesses and organizations are focusing on creating a cohesive customer experience, with a robust strategy in place. The conversation delved into the intricacies of cohesive CX design and explored the cutting-edge strategies that drive success. Manali: What is Cohesive Experience Design?

Design 52

Design Retail Healthcare Engineering 52