Beyond Philosophy

MAY 2, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I decided that such a good question deserved a good answer or, at least, the best possible answer I had.

Construction 195

Construction Personalization 195

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.

Entertainment 227

Entertainment Consulting Consulting Surveys 227

Callminer

APRIL 30, 2024

Most companies still grapple with how to effectively collect and use customer data. This blog offers tips for cutting through the noise and use insights to drive meaningful business improvements?

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VirtualPBX

MAY 1, 2024

In the ever-evolving landscape of office communication, staying ahead means embracing innovation that seamlessly integrates with your existing infrastructure. We understands this need intimately. That’s why we’re thrilled to introduce the newest lineup in our hardware store of Yealink WiFi Desk Phones, the perfect complement to our contact center and business phone plans.

voip 105

voip Contact Center Accountability 105

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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.

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

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Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

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CSM Magazine

APRIL 29, 2024

We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.

Airlines 104

Airlines Accountability Management Customer Service 104

Cisco - Contact Center

MAY 1, 2024

Did you ever ask ChatGPT how it was programmed? Or which programming language might be useful when you are about to create or test new AI application features?

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NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

AWS Machine Learning

MAY 2, 2024

Personalized customer experiences are essential for engaging today’s users. However, delivering truly personalized experiences that adapt to changes in user behavior can be both challenging and time-consuming. Amazon Personalize makes it straightforward to personalize your website, app, emails, and more, using the same machine learning (ML) technology used by Amazon, without requiring ML expertise.

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Personalization Engineering Accountability Management 82

OctopusTech

MAY 3, 2024

Intro Alright, we’ve got to start this one with a pretty wild statistic – WordPress now powers over 43% of websites globally. 43%! That’s essentially nearly half the internet running on WordPress. When you really think about it, that market share isn’t too surprising though. WordPress just works. It’s user-friendly, flexible, and has a robust ecosystem of plugins/themes to build virtually any kind of website.

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Consulting Consulting Engineering Marketing 62

Cisco - Contact Center

APRIL 30, 2024

In parts one and two of this AI blog series, we explored the strategic considerations and networking needs for a successful AI implementation.

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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

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 67

Contact Center Personalization Quality management Management 67

Helpware

APRIL 30, 2024

Discover how Software Development as a Service (SDaaS) reinvents outsourcing so you can maximize development business value.

outsourcing 88

outsourcing 88

AWS Machine Learning

APRIL 29, 2024

This is a guest post by Mark McQuade, Malikeh Ehghaghi, and Shamane Siri from Arcee. In recent years, large language models (LLMs) have gained attention for their effectiveness, leading various industries to adapt general LLMs to their data for improved results, making efficient training and hardware availability crucial. At Arcee , we focus primarily on enhancing the domain adaptation of LLMs in a client-centric manner.

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APIs Healthcare Scripts Enterprise 92

OctopusTech

MAY 3, 2024

Introduction Magento is a hugely popular ecommerce platform, powering over 250,000 online stores worldwide. And it’s not hard to see why – the flexibility and customization options Magento offers are second to none. But here’s the thing – having a Magento site alone doesn’t guarantee success these days. With so much competition in the ecommerce space, your website’s design and user experience are absolutely crucial for attracting new customers and turning pros

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Abandon rate Engineering Sales Personalization 62

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

Cisco - Contact Center

MAY 1, 2024

Organizations are shifting to observability over the entire application stack to achieve exceptional, secure, performant digital experiences Whether managing supply chains, transferring funds,… Read more on Cisco Blogs

Management 83

Management 83

Tethr

MAY 1, 2024

How to improve your chatbot's efficiency and performance with insights from conversation intelligence.

Chatbots 85

Chatbots 85

24-7 InTouch

MAY 3, 2024

The modern workplace confronts a pervasive mental health crisis exacerbated by shortages in professional and accessible care, all of which is compromising well-being and demanding enterprise organizational intervention. In exploring a variety of technologies for addressing this challenge, a pilot study was done in partnership with Lua Health using their intelligent stress detection and monitoring tool.

Enterprise 52

Enterprise Metrics Technology Personalization 52

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. With the industry’s first full lifecycle platform powered by AI skill-based simulation, new and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and the ability to track their skill-building progress.

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Gamification Coaching Scripts SaaS 52

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Last month, ChurnZero CEO You Mon Tsang and SaaS Capital managing director Rob Belcher dug into the findings of the latest survey—now in its 13th year—to unpack its data and what it means for CS teams.

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SaaS Benchmark B2B Surveys 52

Cisco - Contact Center

MAY 2, 2024

Today, two of Cisco’s Catalyst line of switches, C9200-L and C9300-48P , are officially ENERGY STAR ® certified by the U.S. Environmental Protection Agency.

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Unymira

MAY 2, 2024

Regular upgrades of Pega software are important to take advantage of the many benefits and improvements. Each new release brings exciting new features, enhancements, and innovations. Upgrading gives you access to these new features, which can help you streamline business processes, improve the user experience, and keep pace with the latest technology trends.

Technology 52

Technology Consulting Consulting 52

Zappix

MAY 1, 2024

Zappix transforms the user journey during customer service interactions – engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.

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Self service Analytics Customer Service 52

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. This has become the main reason for gaming businesses to be unique, as they can easily grab the attention of potential customers.

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Customer Service Self service Feedback Customer Support 52

delighted

MAY 1, 2024

First impressions matter, especially those that new hires form on their first day. Did they feel welcomed? Were clear expectations set? Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new emplo

Surveys 52

Surveys Employee engagement Best practices Feedback 52

Cisco - Contact Center

MAY 2, 2024

New technologies are helping institutions create student-centric experiences that can improve retention, plus help promote their school’s brand in a positive way to attract new students (and even f… Read more on Cisco Blogs

Technology 67

Technology Education 67