The Petrova Experience

FEBRUARY 20, 2024

Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. And of course there is the rally cry “AI is coming for our jobs.” As such, they can transform the ways we work, the scope of jobs we do, and the manner in which we serve customers. What do I mean by that?

Calibration 52

Calibration Chatbots Transportation Technology 52

AWS Machine Learning

OCTOBER 1, 2022

Ultimately, these and other advanced statistics serve one purpose: to improve the understanding of who will win and why. Enter the new Bundesliga Match Fact: Win Probability. Enter the new Bundesliga Match Fact: Win Probability. But not this time: Christopher Antwi-Adjei scores his first goal for the club just 5 minutes later.

Telecommunications 79

Telecommunications Consulting Consulting Big data 79

Nicereply

JUNE 7, 2023

Reducing cart abandonment is like trying to fix a leaky faucet, slowly draining away potential sales and leaving you searching for ways to plug the gap. Cart abandonment is one of the most frustrating things about an ecommerce business. There are a variety of different ways to uncover this information. Let’s face it.

Abandon rate 52

Abandon rate Surveys Accountability Benchmark 52

Callminer

OCTOBER 3, 2019

In the book, The Pursuit of Social Business Excellence , which I co-authored with colleague Brad Martin, we talk about the six critical elements to social business success: Culture, People, Strategy, Process, Structure, and Technology. “In Other important characteristics include: The ability to handle pressure well.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

NobelBiz

MAY 12, 2022

Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. On the other side of the business, a contact center management software that organizes the work being done by human agents can help maintain their morale. Its estimated market value was forecasted to reach $5.99

Contact Center 52

Contact Center Management Scripts Interactive Voice Response 52

CSM Magazine

FEBRUARY 17, 2020

Sometimes, it’s easy to forget how much the world of business has evolved, even in areas we don’t often think of as having improved. For example, the next time you’re waiting to hear back from a customer service rep, recall the days before the internet, when automated responses were king. Your call is important to us.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. But what is customer experience?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. This digital transformation isn’t slowing down, and as leaders, we need to keep stretching the way we think about it.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. And the truth is, most contact centers aren’t there yet.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

The Petrova Experience

FEBRUARY 17, 2021

Websites have come back to center stage. ” And we are back to copy. In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. However, we are not seeing an equivalent shift in web experience that matches the shift in today’s consumer behavior. Why is copy so important?

Healthcare 59

Healthcare Feedback Upselling Engineering 59

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

VocalCom

OCTOBER 1, 2018

Before doing business with your brand, millennials want to know how others feel about you. Before doing business with your brand, millennials want to know how others feel about you. Great products and service win the hearts of these young consumers, and they are more than happy to tell their friends about it. The reason?

Contact center software 48

Contact center software Contact Center Customer Service Customer Experience 48

JivoChat

MAY 15, 2023

Selling books online can be a very profitable business. There is a big variety of business models to commercialize books, and you can choose the one that suits you best. Choose Your Business Model When it comes to selling books online, you have different business models to choose from and have your own company.

Analytics 75

Analytics Sales Marketing Management 75

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. And the truth is, most contact centers aren’t there yet.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

aircall

JUNE 2, 2021

In all walks of life, communication channels are ways that we keep information flowing as efficiently and effectively as possible. Here are some ways to use communication channels when talking to customers: Make announcements, such as changes in policies and launching of new products. How do they reach you when they need help?

Personalization 62

Personalization Customer Service B2B Self service 62

Help Scout

OCTOBER 30, 2018

Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. Also, wow, this business has been funded, you say? Also, wow, this business has been funded, you say? So why are so many recruiting practices so terrible?

Engineering 40

Engineering Coaching Personalization Best practices 40

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Customer service leaders come in all shapes and sizes. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

APRIL 5, 2023

Pricing Comparison Budget is one of the primary concerns for businesses choosing a long-term solution that meets their requirements. Top Features Comparison Sometimes, the decision may also swing the other way if one of the options proves to offer better features – even if it is at a higher price point.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

AWS Machine Learning

DECEMBER 1, 2022

These example notebooks contain code that shows how to apply ML solutions by using SageMaker and JumpStart. The 10 new notebooks can help you in the following ways: They offer example code for you to run as is from the JumpStart UI in Studio and see how the code works. This post focuses on these new notebooks.

APIs 89

APIs Benchmark Advertising Banking 89

Lumoa

SEPTEMBER 11, 2023

Just ask any business owner. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. The customer is a mysterious creature.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Just ask any business owner. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. The customer is a mysterious creature.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

AWS Machine Learning

NOVEMBER 18, 2022

In this post, we give you a sense of how the AI/ML track is organized and highlight a few sessions we think you’ll like. In this post, we give you a sense of how the AI/ML track is organized and highlight a few sessions we think you’ll like. The technical sessions in the AI/ML track are divided into four areas.

Contact Center 78

Contact Center Engineering APIs Analytics 78

aircall

APRIL 16, 2021

The acceleration of digital transformation means it’s possible for different business tools to work together seamlessly better than ever before, giving you a fully-contained digital ecosystem. SaaS software makes running a business easier and more efficient than ever before. The Importance of SaaS Software. It’s as simple as that!

SaaS 62

SaaS Sales Coaching APIs 62

Fonolo

DECEMBER 13, 2021

Great strides were made in AI assistive technology to create an easier, more human experience. It’s a fair question, considering that call-back technology has been around for over 20 years. Over the past two years, industry trends have shown the number of contact centers using call-backs rising dramatically.

Airlines 91

Airlines Telecommunications Banking Contact Center 91

AWS Machine Learning

SEPTEMBER 6, 2023

Generative AI foundation models have been the focus of most of the ML and artificial intelligence research and use cases for over a year now. This results in a need for further fine-tuning of these generative AI models over the use case-specific and domain-specific data. Llama 2 is intended for commercial and research use in English.

Advertising 99

Advertising Coaching Benchmark Education 99

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Here are six ways to take direct actions using the customer experience metrics you collect: a) Personalize Customer Care Calls.

Metrics 65

Metrics Customer Experience Analytics Feedback 65

JustCall

APRIL 13, 2023

Wingman is a conversational intelligence software that provides actionable insight into how businesses can capitalize on each customer call. Since most businesses prefer solutions with minimal downtime, the same applies to conversational intelligence. Provides real-time coaching. Let’s jump straight to our options.

Coaching 10

Coaching CRM Sales Analytics 10

JivoChat

DECEMBER 2, 2021

Through it, you will see how different types of sales tools can be applied inside your company. Providing the best sales tools for your sales team can make a huge difference to enhance productivity, save time from doing repetitive tasks, and focus on what really matters to drive more sales, and increase revenue. . What are sales tools?

Sales 52

Sales CRM B2B Analytics 52

AWS Machine Learning

SEPTEMBER 9, 2022

In the artificial intelligence (AI) space, athenahealth uses data science and machine learning (ML) to accelerate business processes and provide recommendations, predictions, and insights across multiple services. This is a guest blog post cowritten with athenahealth.

Engineering 76

Engineering Healthcare APIs Scripts 76

Stratifyd

AUGUST 12, 2019

Estimated reading time: 5 minutes. A common theme throughout Business Analyst (BA), Daniel Day’s life has been starting over with a fresh perspective. After working for Mission Health for about a year, a director level position became available, in which he was eager to apply for. Day was born and raised in North Carolina.

Entertainment 40

Entertainment Sales Management Marketing 40

JivoChat

JUNE 15, 2021

One of the reasons Shopify is so popular is that it can be customized in a variety of ways, thanks to the availability of more than 4,200 apps. For teams that don’t have a deep developer staff — or any developers — apps are the best way to improve the overall Shopify experience. You’re in luck! Used for: Page design. 10-day trial.

Upselling 52

Upselling Analytics Sales Marketing 52

SmartKarrot

SEPTEMBER 24, 2021

In such an environment, all the industry experts have opinionated that we might never go back to the old “tried and tested” ways. But for the answer, you need to contemplate hard on different strategies that help you create a winning B2B customer experience in the post-COVID-19 era. The question is quite simple. Image Source.

B2B 11

B2B Customer Experience Entertainment Advertising 11

Netomi

APRIL 7, 2023

Alfredo led the airline’s adoption of AI as a way to meet the rising guest expectations for immediacy, accuracy and effective resolution, while also easing the burden on its human support agents. We wanted to recognize our 25 favorite customer service practitioners doing incredible work in the CX space today.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

SmartKarrot

AUGUST 6, 2020

Businesses displaying great customer experience examples. But there are customer experience examples that can inspire us all to improve our game. World-class service providers that focus heavily on the the customer experience are coming out on top. Below, we discuss what to emphasize while developing a relevant customer experience strategy.

Customer Experience 10

Customer Experience Multichannel B2B Feedback 10