ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.

Customer Service 227

Customer Service Airlines Customer Experience Management 227

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. But are there potential operational pitfalls that leaders need to be thinking about?

Technology 195

Technology CCNG Coaching Contact Center 195

Bill Quiseng

JANUARY 10, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement.

Customer Service 97

Customer Service Advertising Employee engagement Customer Care 97

AWS Machine Learning

JANUARY 10, 2024

This post is co-written with Jayadeep Pabbisetty, Sr. Specialist Data Engineering at Merck, and Prabakaran Mathaiyan, Sr. ML Engineer at Tiger Analytics. The large machine learning (ML) model development lifecycle requires a scalable model release process similar to that of software development. Model developers often work together in developing ML models and require a robust MLOps platform to work in.

APIs 97

APIs Construction Engineering Analytics 97

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Cisco - Contact Center

JANUARY 10, 2024

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Cisco - Contact Center

JANUARY 10, 2024

In the rapidly evolving retail sector, businesses are continually seeking innovative ways to gain a competitive edge, increase efficiency, and enhance the customer experience.

Technology 82

Technology Customer Experience 82

Concentrix

JANUARY 10, 2024

Discover how a multinational pharmaceutical company deployed messaging to automate 93% of customer interactions via its self-service app within six months.

Self service 62

Self service Cloud contact Enterprise Healthcare 62

TCN

JANUARY 10, 2024

When the vacuum salesman sees a ‘no-soliciting’ sign posted on someone’s front door, he usually. The post How can I keep up with compliance guidelines? appeared first on TCN.

Call Center 52

Call Center 52

Hodusoft

JANUARY 10, 2024

Seamless Connectivity: Exploring the World of IP PBX for Hosted Service Providers Would you be surprised to know that many hosted service providers are adopting hosted IP PBX systems and hosted telephony systems more than ever before? It shouldn’t because the evolution of telephony systems has revolutionized the way businesses communicate. Traditional phone systems are gradually giving way to more flexible and scalable solutions.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 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

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed. Your agents’ time is important to the success of your call center.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

Help Scout

JANUARY 10, 2024

Learn how to manage each stage of the customer lifecycle so that customers will not only stick around long-term, they’ll also become advocates for your company.

Management 45

Management 45

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. We’re more inclined to work proactively together versus being reactive and defensive. Madhavi Bezwada, VP of Client Success at Waystar. What could your organization accomplish if your workplace embraced a culture of listening and learning from one another rather than being siloed off and defensive?

Sales 93

Sales industry standards Benchmark Healthcare 93