Cyara

SEPTEMBER 5, 2023

As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry.

Contact Center 84

Contact Center Personalization Best practices Feedback 84

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple.

Customer Service 207

Customer Service Customer Support Management Customer Experience 207

Cisco - Contact Center

SEPTEMBER 5, 2023

The railway industry is increasingly embracing new systems and technologies to enhance operational efficiency, safety, and connectivity.

Technology 107

Technology Transportation 107

Helpware

SEPTEMBER 5, 2023

Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. Online shopping has now found a firm footing in this market, but the luxury brand customer expects the same level of attention and convenience either way. This means excellent digital customer service should be a high priority for any luxury brand wanting to sustain its growth.

Customer Service 90

Customer Service Marketing 90

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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.

ConvergeOne

SEPTEMBER 5, 2023

Meeting customer demands for personalized and efficient service is crucial. Artificial intelligence (AI) offers significant benefits to achieve this.

Personalization 92

Personalization Customer Experience 92

Jon Arnold

SEPTEMBER 5, 2023

My writing comes in fits and starts, and am on another run here. I’m a regular contributor to Contact Center Pipeline , and my latest writeup is running now in the September issue, which is just out now. CCaaS is a bottomless pit to be writing about, and the space sure keeps me busy. Here’s the link to my article , and as always, comments are welcome, as is sharing!

Contact Center 59

Contact Center 59

Cisco - Contact Center

SEPTEMBER 5, 2023

The Generative AI Revolution: A Rapidly Changing Landscape The public unveiling of ChatGPT has changed the game, introducing a myriad of applications for Generative AI, from content creation to… Read more on Cisco Blogs

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NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Within this framework, the twin metrics of connection rate and contact rate play pivotal roles. To drive operational excellence and enhance customer relationships, it becomes imperative to grasp the nuanced interplay between these metrics.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

Cisco - Contact Center

SEPTEMBER 5, 2023

Patients today expect ease, convenience, efficiency, and a digital experience when accessing healthcare services.

Healthcare 80

Healthcare Technology 80

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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

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service.

Customer Service 59

Customer Service Entertainment Feedback Customer centricity 59

Anexa BPO

SEPTEMBER 5, 2023

In an era marked by rapid societal changes and evolving gender roles, it seems that the world of consumer behavior is also experiencing a significant transformation. A recent consumer trends report has turned some age-old assumptions on their heads, revealing that men are now shopping more than women. This unexpected revelation challenges traditional stereotypes and offers an intriguing glimpse into the changing dynamics of not simply the retail landscape, but strongly stereotyped gender behavio

outsourcing 52

outsourcing Business Process Outsourcing Marketing Personalization 52

LiveVox

SEPTEMBER 5, 2023

The landscape of customer service is rapidly evolving, and at the forefront of this transformation is the innovative technology of AI voice generators. These cutting-edge tools have the power to revolutionize customer interactions, enhance efficiency, and enable data-driven insights. In this comprehensive guide, we’ll delve into the practical applications of AI voice generators in customer […] The post Overview of AI Voice Generators in Customer Service appeared first on LiveVox.

Customer Service 52

Customer Service Technology 52

Anexa BPO

SEPTEMBER 5, 2023

In today’s fast-paced digital landscape, customer service has evolved from a traditional, human-centric approach to a tech-driven, AI-powered strategy. As organizations strive to enhance customer experiences and streamline operations, the integration of artificial intelligence into customer service processes has emerged as a game-changer. The traditional customer service model, while effective in its time, often struggled to meet the demands of modern consumers.

Customer Service 52

Customer Service Chatbots outsourcing Customer centricity 52

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

JustCall

SEPTEMBER 5, 2023

Independent real estate agents have the potential to boost a brokerage’s sales while offering specialized services. However, their impact depends on their ability to learn from both failures and successes. Brokerages can enhance this learning by offering performance evaluations and recognition. Transparent performance evaluations are meant to hold real estate agents accountable and help them grow.

Real estate 52

Real estate Construction Feedback Morale 52

TCN

SEPTEMBER 5, 2023

UK, London/Midlands, Bucharest, Romania and St. George, Utah, USA – August 2, 2023. TCN, Inc., The post As Its Global Expansion Continues, TCN Launches Its First UK Head Office in the West Midlands. appeared first on TCN.

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ConvergeOne

SEPTEMBER 5, 2023

Meeting customer demands for personalized and efficient service is crucial. Artificial intelligence (AI) offers significant benefits to achieve this.

Personalization 52

Personalization Customer Experience 52

Help Scout

SEPTEMBER 5, 2023

If you’re looking to learn more about the best issue tracking tools available today, this article will highlight the many different types of issue trackers and some of the best tools for each use case.

Customer Support 45

Customer Support 45

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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

Concentrix

SEPTEMBER 5, 2023

What is brand love? We identified key facets that define it, providing insights into what fosters or hinders customer-brand relationships.

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Help Scout

SEPTEMBER 5, 2023

Here's why creating more positive first impressions will improve the experience for your customers and the quality of work life for your service staff.

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AWS Machine Learning

SEPTEMBER 5, 2023

Content moderation plays a pivotal role in maintaining online safety and upholding the values and standards of websites and social media platforms. Its significance is underscored by the protection it provides users from exposure to inappropriate content, safeguarding their well-being in digital spaces. For example, in the advertising industry, content moderation serves to shield brands from unfavorable associations, thereby contributing to brand elevation and revenue growth.

Advertising 93

Advertising Scripts Best practices Personalization 93

Babelforce

SEPTEMBER 5, 2023

With budgets getting tighter and operating costs getting higher, contact centers need to get the most out of every investment they make. This is especially true when it comes to their technology stacks, which can become increasingly complex and expensive. Salesforce is leading the way in creating powerful Customer Relationship Management (CRM) tools.

CRM 52

CRM Contact Center Call Logging Technology 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

AWS Machine Learning

SEPTEMBER 5, 2023

The success of generative AI applications across a wide range of industries has attracted the attention and interest of companies worldwide who are looking to reproduce and surpass the achievements of competitors or solve new and exciting use cases. These customers are looking into foundation models, such as TII Falcon, Stable Diffusion XL, or OpenAI’s GPT-3.5, as the engines that power the generative AI innovation.

APIs 92

APIs Metrics Chatbots Engineering 92

AWS Machine Learning

SEPTEMBER 5, 2023

In their own words, “In 1902, Willis Carrier solved one of mankind’s most elusive challenges of controlling the indoor environment through modern air conditioning. Today, Carrier products create comfortable environments, safeguard the global food supply, and enable safe transport of vital medical supplies under exacting conditions.” At Carrier , the foundation of our success is making products our customers can trust to keep them comfortable and safe year-round.

Engineering 93

Engineering Transportation Analytics Technology 93