Forrester Digital Transformation

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

Customer Service 236

Customer Service Service 236

Forrester Digital Transformation

MAY 10, 2022

Everything-eventually-becomes-a-service which Microsoft demonstrates by launching its own version of managed detection & response. We discuss what CISOs need to know, how it will impact the market, and what to look for next.

Service 264

Service Marketing Management Cybersecurity 264

Forrester Digital Transformation

MARCH 16, 2022

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Customer service leaders must shake off decades […].

Customer Service 241

Customer Service Service Management 241

Forrester Digital Transformation

DECEMBER 16, 2021

In 2017, Forrester expanded upon the IT service management market (ITSM) to establish enterprise service management (ESM) as a chosen area of coverage, continuing this research with a 2019 Forrester Wave™ evaluation. Now, we are pleased to announce The Forrester Wave™: Enterprise Service Management, Q4 2021.

Management 246

Management Service Research Marketing 246

Forrester Digital Transformation

FEBRUARY 16, 2023

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]

Customer Service 245

Customer Service Service 245

Forrester Digital Transformation

JUNE 24, 2022

Digital selling insights from buyers and B2B sales executives, covering self-service purchasing, product-led growth (PLG), e-commerce, and consumption-based pricing. Will they converge or remain distinct practices shaping the buying experience?

E-Commerce 246

E-Commerce Service Sales Management 246

The Global Small Business Blog

JUNE 25, 2024

©iStock/hirun Gartner predicts that by 2027, chatbots will play a major role in customer service for 25% of companies. For marketplace owners, it's an opportunity to engage with their online audience in real-time.

Customer Service 252

Customer Service Service 252

The Global Small Business Blog

JANUARY 18, 2022

©iStock/BRO Vector Countless documentaries, books, podcasts and academic endeavors have tried to determine whether service work in global communities truly serves those whom it is meant to serve. The history of global development is complicated, and the ways in which it has evolved are complex.

Service 226

Service 226

Forrester Digital Transformation

DECEMBER 21, 2021

Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Infinitely scalable human-like […].

Customer Service 245

Customer Service Automation Service 245

The Global Small Business Blog

NOVEMBER 10, 2022

©iStock/designer491 What steps can companies take to make sure that they have a strong customer support strategy? How does it impact a company's growth? Do you think selling via marketplaces such as Amazon has changed customer support? Is there is a generational divide when it comes to expectations around customer satisfaction?

Customer Service 234

Customer Service Customer Support Service 234

Forrester Digital Transformation

AUGUST 10, 2022

ALM Is Dead — Long Live MAD In the last 10–15 years, a lot has happened in the application development market; in my opinion, the advent of agile has been a bigger disruptor than what many might think, and still is. Many struggle to succeed with agile, especially in trying to adopt more agile, not […].

Service 49

Service Marketing 49

Forrester Digital Transformation

SEPTEMBER 13, 2022

AI can deliver value, but getting it right is a challenge. We’ve seen AI deployed successfully, like the program that discovered 20,000 undeclared pools, and less successfully, like the computer-generated rapper whose record label dropped them over racist stereotypes.

Service 244

Service 244

31 West

JULY 19, 2024

They are more likely to return for future purchases and advise your products or services to others. The answer lies in delivering unparalleled customer service. Whether managed by your team or a customer service outsourcing agency , excellent support is key to winning clients back. Customer expectations are constantly changing.

Service 130

Service Customer Service Sales Out-Tasking 130

31 West

JULY 22, 2024

In the ever-evolving landscape of e-commerce, providing exceptional customer service is not just a nicety but a necessity. A report by American Express found that 33% of Americans will consider switching companies after just a single instance of poor service. Key Strategies for Enhancing E-commerce Customer Service 1.

E-Commerce 130

E-Commerce Customer Service Service Sales 130

31 West

JULY 15, 2024

Importance of Empathy in Customer Service Empathy isn’t just a soft skill. Empathy as a Strategic Asset Empathy in inbound customer service is more than just being nice. Benefits of Empathy Empathy in customer service offers real, measurable benefits. How to Improve Empathy in Customer Service Alright, we get it.

Customer Service 130

Customer Service Service Management Marketing 130

31 West

APRIL 16, 2024

Many institutions focus on bureaucracy in customer service. Higher education institutions can improve services by understanding who their customer is. Institutions should offer training to improve their customer service teams. Here are different strategies to help improve customer service in higher education.

Customer Service 130

Customer Service Service Call Center Customer Support 130

Redial

MAY 2, 2024

As a business owner or a CEO is important to ask certain questions to get a clear picture of what you are hiring, in the case of a Nearshore service, here we have some key questions to ask your next outsource provider. What are the benefits of outsourcing our call center services?

Call Center 130

Call Center Nearshoring Outsourcing Service 130

31 West

MAY 23, 2024

Providing exceptional customer service is crucial for colleges and universities in today’s competitive educational backdrop. Effective customer service enhances the student experience and boosts the institution’s reputation and enrollment rates. Training should cover all aspects of the institution’s services and resources.

Customer Service 130

Customer Service Service Call Center Administrative 130

Perficient Digital Transformation

AUGUST 4, 2024

In today’s rapidly evolving digital landscape, financial services organizations are increasingly relying on cutting-edge technologies to stay competitive and deliver exceptional services to their clients. Streamlined Business Processes Automation is a key benefit of Azure Integration Services.

Service 110

Service Banking Risk Management Risk Management 110

31 West

MAY 11, 2024

Digital customer service increases satisfaction, trust, and retention. Zendesk reports that 75% of customers buy more from a company that offers good service. To improve service, companies use the tools to collect customer data. Prioritizing data security is important in service. You will improve efficiency and service.

Customer Service 130

Customer Service Service Cybersecurity Sales 130

31 West

AUGUST 20, 2024

It’s no secret that smart marketing is what sells your products or services. Yet, no company can last long without well-thought-out customer service. The only issue is that finding effective ways to combine customer service and marketing is a real quest. What’s the Link Between Customer Service and Marketing?

Customer Service 130

Customer Service Marketing Service Customer Support 130

31 West

JULY 25, 2024

We’re in such a technologically advanced landscape in the business world, that providing a good level of customer service is more important than ever before. Customers are used to receiving excellent service because luxury providers and high-touch services are the norm – meaning that customer expectations are bigger than in the past.

Customer Support 130

Customer Support Customer Service Service Right-Sizing 130

31 West

APRIL 9, 2024

In such scenarios, customer service and student support become crucial, such as an option to pay someone to write a research paper on essayhub.com. This kind of assistance ensures students aren’t just purchasing a service but also gaining a partner in their educational journey, enhancing their overall learning experience and academic success.

Customer Service 130

Customer Service Service Collaborations Administrative 130

31 West

FEBRUARY 27, 2024

As your business scales, your customers will demand a 24/7 support service that provides real-time assistance when needed. That is why more and more companies are embracing after-hours call center services. The answer is by implementing a 24/7 support service. What is 24/7 Support? 24/7 support is imperative for the IT industry.

Service 130

Service Customer Support Call Center Out-Tasking 130

Forrester Digital Transformation

OCTOBER 25, 2021

A great digital experience starts with the basics: a strategy for omnichannel engagement; great design; personalized, yet trustworthy, experiences; and, of course, the technology and operations to support it. But to differentiate your company’s digital presence, you will also need to be creative in your approaches and solutions.

Service 246

Service Design 246

Groove Technology

OCTOBER 14, 2024

Software testing outsourcing is the practice of outsourcing software testing services to specialized companies. Important criteria to consider include: the company's reputation and experience, technical capabilities, scope of services provided, quality of customer service, and value for money.

Software 130

Software Outsourcing Service E-Commerce 130

Perficient Digital Transformation

AUGUST 12, 2024

Azure Integration Services (AIS) and MuleSoft are two prominent players in this field. Azure Integration Services is a cloud-based integration platform provided by Microsoft, while MuleSoft is an integration platform that allows developers to connect applications, data, and devices. Here are five major benefits of AIS over MuleSoft.

Service 105

Service Cost Control Banking Efficiency 105

Perficient Digital Transformation

OCTOBER 9, 2024

IDC Market Glance: Digital Business Professional Services, 3Q24 Perficient is thrilled to be included in the Technology Transformation Dominant consultancy category in the latest IDC Market Glance: Digital Business Professional Services report (doc #US51480824, September 2024). This transformation goes beyond merely implementing tools.

Marketing 105

Marketing Service Right-Sizing Collaborations 105

The Global Small Business Blog

JANUARY 24, 2024

©iStock/May Lim Intellectual property knowledge, data and services are adding value around the world by creating a better understanding of IP. The World Intellectual Property Organization (WIPO) is the global forum for intellectual property policy, services, information and cooperation.

Service 279

Service 279

The Global Small Business Blog

FEBRUARY 28, 2024

©iStock/PIKSEL Poland's Blik is one of many homegrown mobile payment service providers (PSPs) that have become integral to commerce in the countries they were launched. As local PSPs become more popular, relying strictly on global PSPs is no longer enough for businesses expanding to new geographies.

E-Commerce 281

E-Commerce Sales Service 281

The Global Small Business Blog

MARCH 25, 2024

©iStock/NiroDesign What's affecting me, my clients, my colleagues and other global small business owners: NOAA's National Weather Service (NWS) provides the weather in your language. Who will win the translation battle, AI or human translators ? Caution for AI translation. Quote of the week: "Words travel worlds.

Software 278

Software Service 278

The Global Small Business Blog

DECEMBER 13, 2024

iStock/metamorworks The report, Global Trends in Government Innovation 2024 , analyzes nearly 800 case studies from 83 countries and identifies five critical trends in government innovation that are reshaping public services. The report will be released December 16, 2024. Check back here. Abstract available now here.

Government 252

Government Service 252