JivoChat

NOVEMBER 3, 2022

Do you know how to create a blog on WordPress? With just a few steps, you can have your own blog up and running. There are millions of different blog types on the internet, you can write about multiple topics and conquer visibility in specific niches. Besides, your blog won’t display WordPress ads. .

Engineering 75

Engineering Best practices Accountability Personalization 75

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? We missed the warning signs during their interviews," is what one contact center leader once told me.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Customer Experience 418

Customer Experience Consulting Consulting Metrics 418

Beyond Philosophy

APRIL 16, 2021

I spent 20 to 30 years working inside corporate life. These rules for managing company politics are here because no one ever officially tells you how to deal with them. Understand how to play chess. In my experience, it’s about how somebody can gain power or a promotion in some way. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. The imagination runs wild as to what this all will bring to our future. How can we take this out of the realm of science fiction and into reality?

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ShepHyken

SEPTEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. However, one of the most important, yet one of the most ignored, is focusing on creating client satisfaction. Shep Hyken. Filling the Gap.

Coaching 0

Coaching Marketing Feedback Sales 0

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. They allow you to take a closer look at your performance and take the steps to improve for the future. What is Negative Feedback? For instance, let’s say you work in sales.

Feedback 52

Feedback Construction B2B Call Center 52

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. This is especially true for smaller, privately-owned companies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Some of us slowed down. Some of us sped up. Roll the tape back.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

OctopusTech

DECEMBER 23, 2022

Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant? How to hire an SEO company? Monitoring performance issues.

Engineering 118

Engineering Analytics Sales Consulting 118

Totango

JANUARY 22, 2024

This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

AWS Machine Learning

OCTOBER 26, 2023

Our innovative new A-POPs (or vending machines) deliver enhanced customer experiences at ten times lower cost because of the performance and cost advantages AWS Inferentia delivers. Our end users start a transaction by scanning the A-POP’s QR code, which triggers the A-POP to unlock and then customers grab what they want and go.

APIs 99

APIs Technology Banking Customer centricity 99

ProProfs Blog

DECEMBER 12, 2019

Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. A help desk is crucial for the success of a business since it focuses on handling and managing customer queries/requests/complaints to facilitate the smooth running of the company.

Wait times 143

Wait times Metrics Self service Feedback 143

aircall

OCTOBER 13, 2022

Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. There absolutely are smart ways of sustaining productivity in operations management , without needing to perform daily miracles. First, What Is Operations Management? Those are pretty uncomfortable figures. So far, so simple.

Management 118

Management Sales Consulting Consulting 118

Totango

SEPTEMBER 6, 2022

What Is a QBR? How to Make Quarterly Business Reviews Count. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. We’ll start by examining the question of what a QBR is so that you have a clear understanding of this valuable tool. What Is a QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Aspect

JUNE 10, 2021

The truth is, when we have to show our work, turn in our TPS reports, or pull months of data in order to examine the analytics, we often balk. The process of collecting the dots in order to connect them is how we can create new efficiencies in places we never thought of before. . What happens when a not-so-golden agent does it?

Construction 117

Construction Service level Enterprise Analytics 117

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

JivoChat

JUNE 21, 2023

It’s fair to say that AI is everywhere right now, and while many of us are still wary of its increasing capabilities, businesses across a number of industries are discovering how AI can actually help to streamline the way they work. How are AI and SEO connected? What SEO tasks can AI help with?

Engineering 75

Engineering Best practices Technology Personalization 75

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. We first delve into the vulnerabilities, threats, and risks that arise from the implementation, deployment, and use of LLM solutions, and provide guidance on how to start innovating with security in mind.

Best practices 122

Best practices Government Engineering Accountability 122

Nicereply

FEBRUARY 28, 2022

Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Turning this feedback into growth and learning is what separates good customer service teams from great teams. Focus on the behavior not the person.

Feedback 105

Feedback Construction Customer centricity Personalization 105

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? How does it benefit organizations and customer experience? And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

AWS Machine Learning

SEPTEMBER 22, 2023

In this post, we will demonstrate how to fine-tune a base model with RLHF on Amazon SageMaker. We also show you how to perform human evaluation to quantify the improvements of the resulting model. Gone are the days when you need unnatural prompt engineering to get base models, such as GPT-3, to solve your tasks.

Engineering 97

Engineering Feedback industry standards Benchmark 97

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? High call volume: What is it? What you deem high call volume varies depending on the size of your business and the industry in which it operates. Wondering how can you avoid call chaos and optimize your team performance?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. Technology has a key role to play, and as contact centers seek to modernize, they need to be thinking about improving both CX and AX. Each, though, will require separate approaches.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The topics ranged from the training they received to whether they had a good friend at work. Is burnout gripping your contact center?

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

aircall

OCTOBER 17, 2022

To gain a deeper understanding of how to improve it, let’s first take a look at how to define it, calculate it, and why it’s important. . How to Define Your Sales Win Rate. How is sales win rate calculated? . Prioritizing your sales win rate gives you a clearer picture of team performance and how to improve it.

Sales 117

Sales Gamification Metrics Accountability 117

NobelBiz

MARCH 26, 2024

Table of Contents What Is Customer Experience Automation (CXA)? 77% of marketing leaders agree that they use automation to improve customer experience. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Read his blog and follow Alan on Twitter. . by Will Milano. Sales Influencers You Should Be Following.

Sales 124

Sales B2B Engineering Consulting 124

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. How quickly you wish to answer the contacts.?There Customer Satisfaction. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148