ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 222

Personalization Self service Chatbots Customer Support 222

Momentum Telecom

NOVEMBER 21, 2023

Acquisition Propels Momentum’s Growth and Position in Collaboration Market ATLANTA – November 21, 2023 – Momentum , a leading global provider of managed services and next-gen managed network solutions, today announced that it has completed its acquisition of G12 Communications , a Seattle area-based provider of voice-enabled and Operator Connect Microsoft Teams solutions. “This strategic acquisition marks a significant milestone for Momentum.

Technology 111

Technology Management Marketing 111

ShepHyken

NOVEMBER 21, 2023

If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups.

Airlines 207

Airlines Journey mapping Morale Customer Service 207

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Advertisement

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.

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 83

Feedback Chatbots Analytics Metrics 83

Cisco - Contact Center

NOVEMBER 21, 2023

In the security industry, there is a constant, undeniable fact that practitioners must contend with: criminals are working overtime to constantly change the threat landscape to their advantage.

92

92

Comm100

NOVEMBER 21, 2023

Despite its ubiquity, AI has been underutilized in government affairs. While many lawmakers have weighed the antitrust implications of AI, not many in the public sector have sought out ways in which the technology can improve governance. This could be blamed on the median age of lawmakers (58 for the House of Representatives, 65 for the Senate) or a culture of technophobia.

Government 89

Government Chatbots Education Finance 89

Cisco - Contact Center

NOVEMBER 21, 2023

The innovative ways Cisco and our partners are coming together to power an inclusive future for all were on full display during this years’ Partner Summit.

93

93

AWS Machine Learning

NOVEMBER 21, 2023

This post is written in collaboration with Brad Duncan, Rachel Johnson and Richard Alcock from MathWorks. MATLAB   is a popular programming tool for a wide range of applications, such as data processing, parallel computing, automation, simulation, machine learning, and artificial intelligence. It’s heavily used in many industries such as automotive, aerospace, communication, and manufacturing.

Engineering 85

Engineering APIs Scripts Automotive 85

Advertisement

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

Surveys

Helpware

NOVEMBER 21, 2023

Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.

Metrics 91

Metrics Customer Experience Service level Customer Service 91

Cyara

NOVEMBER 21, 2023

Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

APIs 76

APIs 76

SQM Group

NOVEMBER 21, 2023

Real-time financial recognition operates on a simple yet powerful principle—acknowledging and rewarding positive behaviors exhibited by call center agents.

Call Center 88

Call Center 88

LiveVox

NOVEMBER 21, 2023

In the realm of contact centers, Artificial Intelligence (AI) is reshaping the game with its intelligent prowess. AI’s transformative capabilities are changing the contact center industry quickly, enabling businesses to elevate customer experiences to new and exciting heights. In this article, we present an AI overview and what’s changing in 2024.

Contact Center 81

Contact Center Customer Experience 81

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

AWS Machine Learning

NOVEMBER 21, 2023

In the dynamic world of streaming on Amazon Music , every search for a song, podcast, or playlist holds a story, a mood, or a flood of emotions waiting to be unveiled. These searches serve as a gateway to new discoveries, cherished experiences, and lasting memories. The search bar is not just about finding a song; it’s about the millions of active users starting their personal journey into the rich and diverse world that Amazon Music has to offer.

Calibration 81

Calibration Engineering Education Technology 81

LiveVox

NOVEMBER 21, 2023

Financial services is already a complex industry, and delivering exceptional customer care while resolving complex issues isn’t just a goal—it’s an art. As contact center managers, you’re at the forefront of this endeavor, navigating the intricacies of financial service issues while upholding the highest customer support standards.

Customer Care 78

Customer Care Contact Center Customer Support Management 78

Global Response

NOVEMBER 21, 2023

Healthcare support comes with unique demands: the need for increased privacy and regulatory compliance a high-touch, highly personalized client experience high stress, highly emotional client needs complicated and detailed industry knowledge unique billing codes, processes and payment systems the need for round-the-clock support To add to that, internal healthcare teams across all types of positions and healthcare organizations are experiencing high levels of burnout, turnover and hiring c

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Cisco - Contact Center

NOVEMBER 21, 2023

Four telemetry pillars for clarity from a torrent of signals In this hyper-connected age of distributed applications, when users face poor digital experiences, they do not care much about what is… Read more on Cisco Blogs

Metrics 67

Metrics 67

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but. NPS is a metric that was first developed by Bain & Co. and NICE Satmetrix, and it measures the overall likelihood of a customer to recommend your brand to others.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

Cisco - Contact Center

NOVEMBER 21, 2023

In her blog “Cisco Live is the time to jump into the future. Together.” Jacqui Guichelaar, SVP and General Manager, Cisco APJC, talks about how excited she is for Cisco Live Melbourne in December.

Management 63

Management Customer Experience 63

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that drive your business forward.

Analytics 62

Analytics Customer retention outsourcing Sales 62

kommunicate

NOVEMBER 21, 2023

Last Updated on November 22, 2023 Product management is a vast and diverse field, and there is no one-size-fits-all approach. With the right product management tools in hand, a good PM can work wonders for your business. With this context, let us take a look at these 13 tools that PMs will absolutely fall in [.] The post 13 Tools your Product Managers Will Fall In Love With In 2023 appeared first on Kommunicate Blog.

Management 59

Management 59

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

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

Cisco - Contact Center

NOVEMBER 21, 2023

Demand for flawless application experiences Consumer expectations for seamless digital experiences have been rising steadily for several years.

66

66

Skybridge

NOVEMBER 21, 2023

While each of us recognizes Thanksgiving Day in our own, unique way, there is one thing I know we all have in common: the knowledge that there is much for which to be grateful. At their best, our Thanksgiving rituals – whatever they are – remind us to celebrate that gratitude. On behalf of Skybridge Americas, I would like to thank each of our extraordinary clients and partners for your business and for the trust you place in us.

Customer Care 52

Customer Care 52

CSM Magazine

NOVEMBER 21, 2023

Given the competitive nature of the iGaming market, customer support plays a vital role in any casino. Trained professionals and the availability of multiple channels for communication with various language options should be on every platform. If you are an active gambler, you must know how the customer support department works at online casino Pin Up and other equally popular venues.

Customer Support 52

Customer Support Banking Accountability Feedback 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Skybridge

NOVEMBER 21, 2023

While each of us recognizes Thanksgiving Day in our own, unique way, there is one thing I know we all have in common: the knowledge that there is much for which to be grateful. At their best, our Thanksgiving rituals – whatever they are – remind us to celebrate that gratitude. On behalf of Skybridge Americas, I would like to thank each of our extraordinary clients and partners for your business and for the trust you place in us.

Customer Care 52

Customer Care 52

Cisco - Contact Center

NOVEMBER 21, 2023

This post was authored by Allison Liu, a recent UX Research Intern on the Experience Design & Incubation (XDI) Team, part of the Customer Partner Experience (CPX) Team.

52

52

Zappix

NOVEMBER 21, 2023

The post Enhancing Patient Engagement: The Power of Visual IVR in Reducing Late Cancellations for Medical Practices appeared first on Zappix.

Interactive Voice Response 52

Interactive Voice Response 52