Customer service

Human Error - Not Training - is #1 Cause of Contact Center Agent Mistakes, New Balto Survey Reveals

Thursday, January 14, 2021 - 6:10pm

Human error - not lack of training - is the most common reason, according to more than 1,000 agents polled by Centiment in the largest survey of its kind.

Key Points: 
  • Human error - not lack of training - is the most common reason, according to more than 1,000 agents polled by Centiment in the largest survey of its kind.
  • 66% of agents reported that the primary reason they make mistakes on a call is human error, including forgetfulness, nerves and boredom.
  • For a deeper dive into the survey results and to learn more about the best steps for contact center success, download "Why Agents Fail: A Contact Center Survey for Understanding Mistakes During Calls."
  • With Balto, contact centers deliver world-class customer experiences, increase conversions and decrease agent ramp time.

Flooid and Re-Vision Partner to Transform the In-Store Experience

Thursday, January 14, 2021 - 3:00pm

"Re-Vision is a fantastic partner and working with them enables us to innovate around the frictionless, personalized in-store journey.

Key Points: 
  • "Re-Vision is a fantastic partner and working with them enables us to innovate around the frictionless, personalized in-store journey.
  • Flooid is committed to working with other best-of-breed solutions providers and Re-Vision is truly the best in their space," said, Donna Stevens, VP Global Product, Flooid.
  • The opportunity for Flooid and Re-Vision to bring together our commerce and scanning technology to improve the in-store customer experience is exciting," said Michael Sabrkhany, VP Global Sales, Re-Vision.
  • For more information about Flooid, please visit www.flooid.com
    Re-Vision has over ten years of experience in working with top tier retailers to innovate the in-store customer experience and engage with their customers.

Q3 Trading Update: Financial Year 2021

Thursday, January 14, 2021 - 7:01am

We continued to perform well in areas of strategic focus:

Key Points: 
  • We continued to perform well in areas of strategic focus:
    Net Promoter Score ("NPS") improvements accelerated in Q3, up +4.3 points year-on-year, driven primarily by improved customer journeys across all of our channels.
  • We remain confident in the financial strength and operational agility of our business to navigate the ongoing challenges arising from COVID-19.
  • Our significant progress this year will ensure that we start financial year 2022 with a stronger platform for growth but, nevertheless, the immediate financial impact in Q4 is uncertain.
  • We do not believe it appropriate to provide profit guidance at this stage but we currently intend to issue a pre-close statement during March 2021.

With businesses looking for sustainable growth strategies, CXPA opens its 10th year of nurturing results through customer experience

Wednesday, January 13, 2021 - 8:10pm

With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA), will celebrate its tenth anniversary in 2021 by dramatically expanding its role as the trusted independent professional association.

Key Points: 
  • With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA), will celebrate its tenth anniversary in 2021 by dramatically expanding its role as the trusted independent professional association.
  • CXPA is committed to equipping and empowering its members with the knowledge and skills to lead organizational customer experience strategies.
  • CXPA is uniquely qualified to be a trusted advisor on customer experience due to its status as a consensus-based nonprofit organization.
  • The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience professionals.

Pharmacy Chooses Bridgeline's Celebros Search to Elevate Their New eCommerce Website Experience

Wednesday, January 13, 2021 - 2:30pm

The company will utilize Bridgeline's Celebros search to enhance their site search as a means of implementing its core value of excellent customer care into the online experience.

Key Points: 
  • The company will utilize Bridgeline's Celebros search to enhance their site search as a means of implementing its core value of excellent customer care into the online experience.
  • The pharmaceutical company has developed a nationally renowned reputation for putting the customer first and recognizes the importance of a seamless shopping experience.
  • As they launched their new eCommerce site, the customer experience was top of mind with their leadership.
  • The pharmacy will utilize Celebros natural language processing (NLP) as well as its instant search results.

Matter Elevates Kitewheel’s Journey Above the Cloud(s)

Wednesday, January 13, 2021 - 1:31pm

Kitewheels innovative Customer Journey Hub empowers the worlds largest businesses to provide seamless customer experiences that drive real-time revenue and loyalty.

Key Points: 
  • Kitewheels innovative Customer Journey Hub empowers the worlds largest businesses to provide seamless customer experiences that drive real-time revenue and loyalty.
  • The Matter team will not only ignite an engaging customer program, it will also amplify Kitewheels media relations with rapid response, expert commentary, strategic news promotion and proactive, data-driven thought leadership.
  • The Kitewheel team chose Matter to develop its strategic narrative to cut through the CX and marketing spaces clutter by focusing on easing the pain points of the customer journey.
  • Kitewheel empowers the worlds largest businesses to understand and improve the consumer experience with the leading customer journey management platform.

Bright Pattern Notes Companies Taking New Innovative Approaches to Customer Experience Since the COVID-19 Pandemic

Tuesday, January 12, 2021 - 5:39pm

These approaches follow many of the predicted trends from a recent Bright Pattern 2021 Trends Report and also reflect how customers using Bright Pattern have pivoted to better respond to customers since the pandemic began.

Key Points: 
  • These approaches follow many of the predicted trends from a recent Bright Pattern 2021 Trends Report and also reflect how customers using Bright Pattern have pivoted to better respond to customers since the pandemic began.
  • Innovative examples where Bright Pattern has helped during COVID:
    Bright Pattern has helped numerous existing and new customers deploy remote teams, provide safe work environments for agents, and improve customer satisfaction amid a global pandemic.
  • Our customers are looking for better and brighter approaches to innovate their customer experience," said Ted Hunting, SVP of Marketing at Bright Pattern.
  • Because of these innovative companies, 2021 will be a year of new and improved customer experience for many of their customers."

Bright Pattern Notes Companies Taking New Innovative Approaches to Customer Experience Since the COVID-19 Pandemic

Tuesday, January 12, 2021 - 5:34pm

These approaches follow many of the predicted trends from a recent Bright Pattern 2021 Trends Report and also reflect how customers using Bright Pattern have pivoted to better respond to customers since the pandemic began.

Key Points: 
  • These approaches follow many of the predicted trends from a recent Bright Pattern 2021 Trends Report and also reflect how customers using Bright Pattern have pivoted to better respond to customers since the pandemic began.
  • Innovative examples where Bright Pattern has helped during COVID:
    Bright Pattern has helped numerous existing and new customers deploy remote teams, provide safe work environments for agents, and improve customer satisfaction amid a global pandemic.
  • Our customers are looking for better and brighter approaches to innovate their customer experience," said Ted Hunting, SVP of Marketing at Bright Pattern.
  • Because of these innovative companies, 2021 will be a year of new and improved customer experience for many of their customers."

Milsoft Expands Its Relationship with SugarCRM to Deliver on Customer Experience for Utilities

Tuesday, January 12, 2021 - 4:00pm

The Milsoft E&O System enables electric utilities to achieve optimum economy, efficiency, productivity, reliability, safety and customer service and features a suite of seamlessly integrated software solutions with central operations data and workflow management.

Key Points: 
  • The Milsoft E&O System enables electric utilities to achieve optimum economy, efficiency, productivity, reliability, safety and customer service and features a suite of seamlessly integrated software solutions with central operations data and workflow management.
  • As utilities adapt to ever changing environmental and market conditions, Milsoft also is constantly calibrating its customer experience and capabilities to meet our customers needs said Adam Turner, CEO of Business Operations, Milsoft.
  • With our continued growth, Milsoft is committed to maintaining the highest level of customer-centric services for utilities and our long-time partner SugarCRM helps us deliver on that promise.
  • SugarCRMs time-aware sales, marketing and service software helps companies deliver a high-definition (HD-CX) customer experience.

Benchmark Your Product Quality With The New unitQ Score™

Tuesday, January 12, 2021 - 3:00pm

With the new unitQ Score, companies can keep a finger on the pulse of their product quality.

Key Points: 
  • With the new unitQ Score, companies can keep a finger on the pulse of their product quality.
  • Using machine learning, unitQ aggregates public user feedback related to product quality issues from across the most popular consumer channels, like App Store reviews, Google Play Store reviews, and social media.
  • "The unitQ Score gives us a clear understanding of product quality in real-time and has significantly reduced the amount of time we spend troubleshooting issues.
  • Based in Burlingame, California, unitQ was founded by experienced entrepreneurs with the mission to help companies harness their customer feedback to monitor product quality.