CCNG

DECEMBER 14, 2023

Every fancy company with the smartest people have predicted the death of the voice channel in the contact center and it is still the number one channel. Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Close your eyes and tell me who are the best customer service companies. Very short.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. But are there potential operational pitfalls that leaders need to be thinking about? But are there potential operational pitfalls that leaders need to be thinking about? So how can this be done?

Technology 195

Technology CCNG Coaching Contact Center 195

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant has been with the company for over two years, but in this area for over 20. So, why would customers want a company to provide a proactive experience?

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

MARCH 29, 2024

Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Job candidates get ghosted by companies during interviews, and vice versa. Contacting people about products or services can take time and effort. Even social invitations are not immune.

Personalization 221

Personalization Technology 221

Beyond Philosophy

APRIL 11, 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 the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

JULY 29, 2020

If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. This is not about a boring experience. It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. It’s about a process that is proven and that people follow.

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

CCNG

APRIL 3, 2024

This doesn't make companies evil, but you have to acknowledge their true nature and priorities. But there is a simple fix to repair this broken dynamic: Radical transparency about the organization's real priorities and trade-offs. Quit gaslighting about automation too. "AI Little wonder only around 30% of the U.S.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. What types of AI are contact centers utilizing?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

ShepHyken

JULY 31, 2023

The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. It all is about providing an effortless experience and removing friction from your customers.”

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

CCNG

JANUARY 31, 2024

Companies are redesigning the workplace as both remote and hybrid work are being cultivated. Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

JANUARY 17, 2024

When I asked what he meant about them not caring, he said that over 90% of his calls were irate callers due to the same issue; broken promises caused by lack of communication and coordination between the retail store and the service center. One would promise a customer something that the other couldn’t deliver.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

SEPTEMBER 6, 2023

You may have heard about a “hidden job market”. The challenge here is many jobs aren’t ever posted by companies, even on their own websites. We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. I heard company X is hiring.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Happy New Year!

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

JANUARY 7, 2024

I have added my comments about each article and would like to hear what you think too. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. My Comment: What makes some companies and brands great? I agree with the title.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. Again, huh? 5) put profits before purpose.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JANUARY 29, 2024

Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Top Takeaways: Customer satisfaction should be a company-wide goal, not just the responsibility of one department. Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. home builders, and 5 of the top 10 global smart home automation companies. The company is headquartered in Tel Aviv with offices in New York, Boston, London, Washington D.C.,

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. Society has allowed companies to give customers mediocrity.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

NOVEMBER 27, 2023

When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. The key to creating a successful remote agent is quality contact center training.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

24-7 InTouch

APRIL 17, 2024

The Company was also named the Bronze winner for Most Innovative Leader of the Year (Dishant Bhojwani). In the last year, the Company opened a new campus in Clark to increase its presence in the Philippines, and established a new location in Kuala Lumpur, Malaysia, serving as a pan-Asian hub.

Contact Center 105

Contact Center Technology Sales Management 105

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Connect

APRIL 9, 2024

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. Download About ‘ Connect.

Technology 94

Technology Customer Experience Management Cloud contact 94

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? They need to know that you do, too.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

Steve DiGioia

MAY 17, 2021

It was about finding solutions for a customer and finding their pain points ”. Click here to read more about A.P.P.L.E. is a great tool that is used by companies such as Yum! Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers) for training their employees in the basics of handling customer complaints.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. 3: Ensure customer wins are shared out at companies.

B2B 92

B2B SaaS Sales Accountability 92

OctopusTech

APRIL 18, 2024

Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. Young employee working with a headset.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119