ShepHyken

MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

Customer Service 202

Customer Service Government Banking Customer centricity 202

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

VirtualPBX

MAY 16, 2024

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

AWS Machine Learning

MAY 21, 2024

Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.

Engineering 83

Engineering Consulting Consulting Finance 83

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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

Select VoiceCom Blog

MAY 17, 2024

Select VoiceCom is celebrating Mother’s Day this whole month of May, honoring our hardworking moms from different campaigns and departments with more than just a day of appreciation. In this month-long celebration, SVC prepared a simple treat to bring smiles to the faces of our 220 mom employees. We pampered our supermoms with chic gift bags of custom beauty must-haves—brushes, mirrors, and scrunchies—so they can always look fabulous despite their hectic schedules.

Call Center 98

Call Center Management 98

Cisco - Contact Center

MAY 16, 2024

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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96

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.

Surveys 76

Surveys SaaS Feedback Engineering 76

AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

Personalization 87

Personalization APIs Scripts Technical Support 87

Tethr

MAY 15, 2024

Elevate your agent analytics with conversation intelligence! Learn how to measure, coach, and improve agent performance for exceptional CX.

Analytics 97

Analytics Customer Service Coaching 97

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

SQM Group

MAY 16, 2024

Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong plays a crucial role in managing customer relationships and upholding the company's reputation.

Management 83

Management Customer Service 83

Cisco - Contact Center

MAY 15, 2024

Over the last 40 years, Cisco has built one of most sophisticated and extensive Go-to-Market (GTM) engines in the industry. Today, we are taking the next step in that mission.

Marketing 98

Marketing Engineering 98

A Better Answer

MAY 21, 2024

Choosing between a virtual receptionist service and employing in-house staff is a pivotal decision that impacts a business's operational costs, efficiency, and ability to scale. This comparison illuminates the financial nuances of each option, breaking down the components such as initial setup costs, ongoing expenses, and the potential for scalability.

Customer Service 59

Customer Service Answering services 59

AWS Machine Learning

MAY 15, 2024

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

Benchmark 89

Benchmark Scripts Engineering Management 89

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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.

Help Scout

MAY 20, 2024

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

Technology 57

Technology 57

Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Cisco - Contact Center

MAY 20, 2024

Discover how Cisco XDR's MITRE ATT&CK mapping strengthens your security operations. Learn to identify security gaps and improve your cybersecurity posture.

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TeamSupport

MAY 21, 2024

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

Customer Support 52

Customer Support Technology Customer Service 52

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

Unymira

MAY 21, 2024

In a bold move that rocked the tech industry, Broadcom completed its acquisition of VMware in December 2023. This acquisition has introduced a series of significant changes to VMware's software licensing, which took effect in February 2024. These adjustments are causing ripples across the industry, particularly among cloud service providers, and necessitate a careful reassessment of how companies use Broadcom products.

SaaS 52

SaaS Management 52

AnswerConnect

MAY 21, 2024

Wondering how an after-hours answering service can help your business? Discover what it can do, how it works and what to consider before making your choice. The post After-hours answering services: your guide for business growth appeared first on AnswerConnect Blog.

Answering services 52

Answering services Customer Experience 52

DMG Consulting

MAY 15, 2024

This is the first in a series of videos that will explore how AI in enhancing things in contact centers across the globe. The post 10 Topics in our A.I. Series appeared first on DMG Consulting.

Consulting 62

Consulting Consulting Contact Center 62

Cisco - Contact Center

MAY 17, 2024

Secure Client Management capabilities aren’t going away with the SecureX EOL, the functionality is simply migrating to the Cisco Security Cloud Control service.

Management 93

Management 93

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

Concentrix

MAY 20, 2024

Discover how automation, innovation, and human-centric solutions reduce costs, enhance loyalty, and accelerate time-to-market.

Customer Experience 62

Customer Experience Marketing 62

Unymira

MAY 21, 2024

Every company faces a software audit at some point. You'll get a letter from Microsoft, IBM, VMware, or another vendor requesting license purchasing and software usage data. They’ll inspect this data to see if you’re complying with contract terms. Audit requests bring unplanned work. Analyzing the data is time-consuming, requires full-time resources, and the process can last for months.

Best practices 52

Best practices Management 52

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces. Call Design has built an international business focused on workforce optimisation solutions and is excited to work with ProHance to offer more advanced optimisation technology to the b

Enterprise 60

Enterprise Analytics Employee engagement Consulting 60

Zappix

MAY 20, 2024

Burlington, MA. [May 21, 2024] ( Businesswire )- Zappix , a leading provider of AI-powered Digital Engagement Platform, today announced a strategic partnership with Vee24 , a leader in transforming digital customer engagement. This collaboration signifies a notable advancement in customer service technology, as Zappix integrates Vee24’s cutting-edge co-browsing, screen sharing, and video chat functionalities into its Digital Agent Assist solution.

Customer Service 52

Customer Service Interactive Voice Response B2B Chatbots 52

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

Cisco - Contact Center

MAY 15, 2024

Switching to a platform-based IT strategy can make growing a breeze, cutting through complexity and bolstering teamwork. It’s a smart, forward-thinking move that keeps things simple and sustainable.

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89

CSM Magazine

MAY 17, 2024

If you’re overwhelmed by the wide selection of promotional products available today, understanding which promotional products fit best with your industry can make choosing the right product easier. Keep reading to learn about the best promotional products for your industry and the benefits of using promotional items with your logo. Overview of Promotional Products Custom promotional products are any products a company can customize with their brand logo and color scheme.

Real estate 52

Real estate Automotive Wireless Healthcare 52

Hodusoft

MAY 17, 2024

What Is Computer Telephony Integration (CTI)? An In-Depth Guide Does the term “Computer Telephony Integration” ring a bell? If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52