ShepHyken

JUNE 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

Customer Service 200

Customer Service Marketing Personalization Customer Experience 200

Beyond Philosophy

JUNE 7, 2024

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.

Customer emotions 221

Customer emotions Management Customer Experience 221

Concentrix

JUNE 4, 2024

Company ranks 499 on the Fortune 500® list,based on 2023 revenue NEWARK, Calif. (June 4, 2024) – Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today proudly announces its debut on the prestigious Fortune 500® list, securing the 499th position.

Technology 128

Technology 128

VirtualPBX

JUNE 6, 2024

Anytime a customer contacts your business, that communication is inbound —it’s coming in— whether that’s through calls, texts, chats, emails, or social streams. And while it’s a reactive communication interaction (versus proactive outbound communication ), it is vital to company success. New orders, appointment requests, product support, questions, and concerns are all examples of inbound opportunities.

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Cisco - Contact Center

JUNE 10, 2024

Enterprise Strategy Group Report Identifies Crucial Requirements for Scalable Security, Multicloud Visibility, and True “Shift Left” DevSecOps

Enterprise 98

Enterprise 98

ShepHyken

JUNE 4, 2024

This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.

Customer Service 213

Customer Service Customer Support Customer Experience Personalization 213

Momentum Telecom

JUNE 4, 2024

New Offering Ensures Secure and Compliant Collaboration for Agencies and Contractors ATLANTA, June 4, 2024 – Momentum , a leading global managed services provider, is excited to announce the availability of PSTN (Public Switched Telephone Network) Calling and Conferencing services for Microsoft Teams for Government Community Cloud (GCC) High. This release marks a significant milestone in providing secure, reliable, and compliant collaboration solutions tailored for U.S. government agencies and c

Government 105

Government Customer centricity Management 105

AWS Machine Learning

JUNE 4, 2024

As customers seek to incorporate their corpus of knowledge into their generative artificial intelligence (AI) applications, or to build domain-specific models, their data science teams often want to conduct A/B testing and have repeatable experiments. In this post, we discuss a solution that uses infrastructure as code (IaC) to define the process of retrieving and formatting data for model customization and initiating the model customization.

Scripts 101

Scripts Accountability Engineering Best practices 101

Cisco - Contact Center

JUNE 4, 2024

Cisco's Customer Advocate Awards are back! Cisco Advocates are change makers and innovators, and we recognized the finalists at Cisco Live in Las Vegas. To wrap-up, we're celebrating our winners.

Marketing 98

Marketing 98

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

Tethr

JUNE 4, 2024

Tethr and Awaken Intelligence are merging to become Creovai, bringing together best-in-class conversation intelligence and real-time agent assistance.

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ShepHyken

JUNE 6, 2024

This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. He discusses the Four Phases of the Contact Center. To keep up with increasing customer demands and new technology, businesses must continue to evolve. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources.

Contact Center 149

Contact Center Engineering Self service CRM 149

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.

Surveys 82

Surveys Feedback Best practices Marketing 82

AWS Machine Learning

JUNE 6, 2024

Today, we are excited to announce that the Jina Embeddings v2 model, developed by Jina AI, is available for customers through Amazon SageMaker JumpStart to deploy with one click for running model inference. This state-of-the-art model supports an impressive 8,192-tokens context length. You can deploy this model with SageMaker JumpStart, a machine learning (ML) hub with foundation models, built-in algorithms, and pre-built ML solutions that you can deploy with just a few clicks.

Benchmark 85

Benchmark Enterprise Construction APIs 85

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Cisco - Contact Center

JUNE 7, 2024

Read how Cisco Security Cloud Control prioritizes consolidation of tools and simplification of security policy without compromising your defense.

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98

Helpware

JUNE 4, 2024

As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of debate and one of the most difficult parts of any engineering manager’s job. The long-held belief is that development processes come with too many moving parts and that there’s often not a clear link between input and output which makes development more

Metrics 82

Metrics Engineering 82

Help Scout

JUNE 6, 2024

Today we’re announcing two brand new AI features from Help Scout: AI drafts and AI answers. We’re so excited for you to try them, but it’s also important for us to keep it real about what they’ll change and what they won’t.

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76

SQM Group

JUNE 5, 2024

Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.

Call Center 88

Call Center 88

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

AnswerConnect

JUNE 4, 2024

Consumers trust you more when you speak their language. Discover how a Spanish answering service can help you tap into a new client stream and win more work. The post Attract more business with a Spanish answering service appeared first on AnswerConnect Blog.

Answering services 72

Answering services 72

Cisco - Contact Center

JUNE 10, 2024

Check out a recap of our latest Cisco Security announcements. Read on to hear about all the security innovation, what it means for partners, and what’s ahead together.

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85

Interactions

JUNE 5, 2024

How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.

Interactive Voice Response 62

Interactive Voice Response Engineering Multichannel Call flow 62

CSM Magazine

JUNE 10, 2024

Nowadays, new casinos are coming out all the time and populating an already very popular betting sector and sometimes finding the right casino can be a challenge with all the new ones popping up. When looking for the right casino you should follow strict criteria to make sure the casino that you use is safe and fun enough for your needs. There are a lot of sites offering players the best online slots but they are unsafe and can’t help you in your times of need, this is a massive problem fo

Customer Service 52

Customer Service Wait times Personalization 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Tethr

JUNE 5, 2024

Learn how conversation intelligence solution Tethr and customer service platform Gladly work together to improve the agent and customer experience.

Customer Experience 72

Customer Experience Customer Service 72

Unymira

JUNE 7, 2024

SAP describes itself as “The Cloud Company” and has greatly expanded its range of cloud-based solutions in just a few years. With the introduction of SAP S/4HANA Cloud Public Edition and, in particular, RISE with SAP, the German software giant has underpinned its cloud-first approach.

Management 52

Management 52

Cisco - Contact Center

JUNE 4, 2024

No matter how reliable and performant your network is, it doesn’t matter if it’s not secure. To help make the world a safer place, we need to reimagine security.

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Working Solutions

JUNE 6, 2024

As technology continues to evolve at a rapid pace, the role of contact centers has become more critical than ever for businesses. Once you’ve identified the need for a customer service center for your company, it’s essential to ensure you have all the necessary components to effectively meet your goals.

Contact Center 52

Contact Center Technology Customer Service outsourcing 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

CSM Magazine

JUNE 4, 2024

Instagram is more than just a social media platform; it’s a powerful tool for brands to connect with their audience. Genuine engagement is crucial for building a loyal following and ensuring long-term success. This article explores five top services that can help you increase real interactions on Instagram by providing authentic followers, views, and likes.

Analytics 59

Analytics Metrics 59

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. The more complex your product, the more skills your customers need, and they expect the tools to learn them. If you’re not already providing a customer education program, this is the time to start, says Darren O’Connor , director of client advocacy at Absorb Software.

Education 52

Education SaaS Feedback Metrics 52

FluentStream

JUNE 5, 2024

Today, we are excited to announce our strategic partnership with sipVine, a Kansas City-based provider of hosted VoIP phone services. Through this partnership, FluentStream is acquiring sipVine’s voice customers, and together, we will transition them to our comprehensive unified communications-as-a-service. Read More The post Celebrating Our Strategic Partnership with sipVine: Commitment to Customer Success appeared first on FluentStream.

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voip 52