Toister Performance Solutions

JUNE 8, 2023

Why do we subject employees to role playing? Managers often request it for customer service training, but participants don't like it. Here are just a few comments from a discussion on LinkedIn Live : "It's always awkward and stressful." "The interactions are just not natural." "It's unnerving." It would be one thing if role playing was a highly effective customer service training technique.

Customer Service 81

Customer Service Customer emotions Coaching Contact Center 81

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. In our recent podcast, Context is King!

Finance 195

Finance Marketing Personalization Accountability 195

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

Customer Service 105

Customer Service Management 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.

Voiptime

JUNE 8, 2023

Every successful company tends to have a big amount of potential leads at the top of its sales pipeline. But only a few of them can be converted into customers.

Sales 98

Sales 98

AWS Machine Learning

JUNE 8, 2023

Amazon Personalize now enables popularity tuning for its Similar-Items recipe ( aws-similar-items ). Similar-Items generates recommendations that are similar to the item that a user selects, helping users discover new items in your catalog based on the previous behavior of all users and item metadata. Previously, this capability was only available for SIMS , the other Related_Items recipe within Amazon Personalize.

Personalization 77

Personalization Engineering Management 77

Jon Arnold

JUNE 8, 2023

The June editions of JAA’s Communications and Collaboration Review , and Watch This Space podcast are out now. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.

Feedback 76

Feedback Contact Center 76

AWS Machine Learning

JUNE 8, 2023

Data scientists need a consistent and reproducible environment for machine learning (ML) and data science workloads that enables managing dependencies and is secure. AWS Deep Learning Containers already provides pre-built Docker images for training and serving models in common frameworks such as TensorFlow, PyTorch, and MXNet. To improve this experience, we announced a public beta of the SageMaker open-source distribution at 2023 JupyterCon.

Engineering 75

Engineering Enterprise Accountability Feedback 75

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. With over 25 years of industry experience, Tierney joins the sales division at Outsource Consultants, poised to play a pivotal role in the continuous advancement of client engagement and business expansion.

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Consulting Consulting outsourcing Call Center 67

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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

Surveys

AWS Machine Learning

JUNE 8, 2023

Customers expect quick and efficient service from businesses in today’s fast-paced world. But providing excellent customer service can be significantly challenging when the volume of inquiries outpaces the human resources employed to address them. However, businesses can meet this challenge while providing personalized and efficient customer service with the advancements in generative artificial intelligence (generative AI) powered by large language models (LLMs).

APIs 73

APIs Chatbots Analytics Contact Center 73

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Bob Guarnieri, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. He brings over 30 years of experience to the sales division at Outsource Consultants, and will be a key to the ongoing evolution of client engagement and growth. Guarnieri will serve as a trusted advisor and thought leader both internally and for our clients and BPO partners.

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Consulting Consulting outsourcing Telecommunications 67

Concentrix

JUNE 8, 2023

Inspiring Workplaces Group Recognize Concentrix’ Strength in Culture and Purpose, Diversity and Inclusion, and Leadership Location: Fremont, CA Date: June 8, 2023 Concentrix has been recognized by Inspiring Workplaces on its Top 50 Inspiring Workplaces list in EMEA and North America, which recognizes the most forward-thinking and people-first organizations in the world.

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Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Chris Schoonmaker has joined Outsource Consultants as an Executive BPO Matchmaker. Bringing over 15 years of expertise to the sales division at Outsource Consultants, Schoonmaker is set to play a vital role in driving the continuous development of client engagement and fostering business growth. As a trusted advisor and thought leader, he will provide valuable guidance both internally and to our esteemed clients and BPO partners.

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

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

Interactions

JUNE 8, 2023

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized as a potent instrument for cultivating long-lasting connections with customers, leadi

Customer Service 62

Customer Service Customer centricity Surveys Technology 62

MiaRec

JUNE 8, 2023

An effective agent evaluation process is key to knowing how your contact center is performing. How can your contact center use agent evaluations to get the best ROI?

Best practices 60

Best practices Contact Center 60

Anexa BPO

JUNE 8, 2023

Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This is a complicated architectural question that needs to be addressed with finesse and insight in order to deliver the customer experience that consumers expect. The many and varied ways that customers interact with their brands of choice – whether it be chat, voice, augmented reality or other tech platforms – make this decision especially critical.

outsourcing 52

outsourcing Analytics Call Center Customer Care 52

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. When people have pleasant, positive reactions while navigating returns or troubleshooting other issues, they’ll want to return to your store or services again and again. That gives companies with stellar customer service a serious competitive advantage.

Customer Service 52

Customer Service Airlines Customer retention Feedback 52

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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

Cisco - Contact Center

JUNE 8, 2023

Now in its third year, the Cisco Global Advocate Awards celebrates Cisco’s customer advocates who go above and beyond in demonstrating thought leadership and supporting Cisco through success stories, … Read more on Cisco Blogs

Customer advocacy 52

Customer advocacy 52

CSM Magazine

JUNE 8, 2023

As a call center agent, your job is to provide excellent customer service and support customers. In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. Chatbots – The first way AI technology can help call center agents deliver better customer service is through chatbots.

Technology 52

Technology Customer Service Chatbots CRM 52

Cisco - Contact Center

JUNE 8, 2023

Trains, planes, automobiles… they all move fast — their network should, too.

Transportation 79

Transportation 79

CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-chan

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

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

Brad Cleveland Blog

JUNE 8, 2023

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can just picture her mulling over different criteria … Continue reading → The post Acting on Feedback: 8 Criteria to Determine What Actions to Take appeared first on Brad Cleveland.

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Feedback Surveys Contact Center Call Center 47

The Petrova Experience

JUNE 8, 2023

Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs , and map the journeys of customer personas , all with the aim to meet customer expectations and provide wow moments along that journey. But what happens when the customer journey extends beyond the steps we designed for them to take?

Calibration 52

Calibration Customer Experience Customer centricity Feedback 52

Cisco - Contact Center

JUNE 8, 2023

It’s a multicloud world!

Management 78

Management 78

Brad Cleveland Blog

JUNE 8, 2023

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can just picture her mulling over different criteria … Continue reading → The post Acting on Feedback: 8 Criteria to Determine What Actions to Take appeared first on Brad Cleveland.

Feedback 26

Feedback Surveys Contact Center Call Center 26

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

SmartKarrot

JUNE 8, 2023

In today’s momentarily evolving business landscape, it is quite common for business leaders and managers to be hoarded with lengthy ‘to-do lists’. And it is also quite common to get overwhelmed looking at the sheer number of tasks that need to be attended to and accomplished each day. Enter task management platforms. These platforms, which streamline work and collaboration, also provide a dedicated feature to handle to-do lists!

Management 10

Management B2B Personalization Time management 10