ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships.

Personalization 173

Personalization Customer Experience Journey mapping Marketing 173

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Customer Experience Lessons You Can Learn From the Eras Tour by Brittany Hodak (Brittany Hodak) Beyond the spectacle of the show-stopping performances, the unique celebrations, and the staggering economic impact, the Eras Tour is a testament to Taylor’s fan-centric philos

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. These ‘unwanted guests’ often arrive unannounced and a lot of time without mercy… If these service complaints are not addressed correctly, they can leave a lasting stain on your brand’s reputation.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

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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.

LiveVox

AUGUST 28, 2023

The rise of artificial intelligence (AI) in the higher education lending sector is completely transforming the way education lenders engage with customers, streamline operations, and enhance customer experience. Through AI virtual agents, chatbots, and self-service platforms, lenders can now capitalize on the power of AI to drive efficiency and provide their clients with personalized service. […] The post How AI Is Transforming the Education Customer Experience appeared first on LiveVox.

Education 80

Education Customer Experience Virtual Agent Chatbots 80

Cisco - Contact Center

AUGUST 28, 2023

The Black Hat Network Operations Center (NOC) provides a high security, high availability network in one of the most demanding environments in the world – the Black Hat event.

Analytics 72

Analytics Management 72

JivoChat

AUGUST 28, 2023

The emergence of artificial intelligence (AI) has greatly changed almost all sectors of our lives. These changes are because AI allows us to automate many routine and not-so-routine processes while maintaining quality. But, as AI is developing faster and faster every day, it poses a growing threat to traditional professions. There is growing tension in society that AI will completely replace humans and leave many people unemployed.

Technology 75

Technology Personalization 75

AWS Machine Learning

AUGUST 28, 2023

As part of the 2023 Data Science Conference (DSCO 23), AWS partnered with the Data Institute at the University of San Francisco (USF) to conduct a datathon. Participants, both high school and undergraduate students, competed on a data science project that focused on air quality and sustainability. The Data Institute at the USF aims to support cross-disciplinary research and education in the field of data science.

Engineering 69

Engineering Education Accountability Technology 69

Concentrix

AUGUST 28, 2023

Explore transformative generative AI use cases in financial services. Discover AI-driven solutions for innovative financial advancements.

Finance 62

Finance Banking 62

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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

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Anexa BPO

AUGUST 28, 2023

Here’s a workplace rule of thumb: people are most productive when they feel motivated about what they do and how they live. Fact. So how does today’s employer approach the rapid shift in employee priorities and retain the cream-of-the-crop talent? Because it’s true…employee expectations have never been higher. They want to be authentically engaged in their jobs and feel passionate about their working life.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Best practices Marketing 52

24-7 InTouch

AUGUST 28, 2023

IntouchCX provides emerging platforms with industry-leading trust and safety support with our Disrupt solution. Our extensive experience enables us to streamline new business processes for our partners, improving efficiency and elevating the customer experience. A global leader providing hotel accommodations, holiday rentals, homestays, and experiences to travelers across the globe needed our help building a support structure to mitigate fraud and reduce financial loss.

Calibration 52

Calibration Customer Experience 52

Comm100

AUGUST 28, 2023

There is no doubt that digital transformation in higher education is essential – but there’s also no doubt that many schools are falling behind in this journey. Digital transformation in higher education isn’t just about introducing online courses or providing email support; it’s about creating a cohesive, digitally driven ecosystem that enhances every stage of the student experience.

Education 52

Education Management 52

Anexa BPO

AUGUST 28, 2023

Organizations are only as good as the humans that develop and operate them – and that introduces the possibility for mistakes to be made. Most leaders would agree that mistakes are not something to welcome, but there can be a silver lining to this cloud. Executing an initiative called the “service recovery paradox” can make the difference between losing a customer or – believe it or not – increasing their loyalty.

Customer centricity 52

Customer centricity outsourcing Technology Personalization 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

LiveVox

AUGUST 28, 2023

In today’s rapidly evolving world, the education sector is embracing technology and innovative solutions to enhance the learning experience for students and educators alike. With the rise of online learning platforms and digital tools, companies operating in the education industry must navigate a complex landscape of compliance regulations while striving to deliver exceptional customer experiences. […] The post Ensuring Compliance in the Education Sector’s Customer Experience a

Education 52

Education Customer Experience Technology 52

Anexa BPO

AUGUST 28, 2023

Across all industries, the pandemic fundamentally changed how business is done. And the interesting thing is that while the lockdowns disappeared, the trends did not. Many new sales paradigms emerged and are here to stay, and today’s customers will never look back. Expectations have been set, and if anything, they are moving higher on the leaderboard.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Surveys 52

Call Experts

AUGUST 28, 2023

Are you on the hunt for awesome Labor Day ideas 2023? As the summer breeze slowly transitions into the crispness of fall, the arrival of Labor Day offers the perfect opportunity for families to celebrate the contributions of the American workforce. Instead of the usual routine this year, why not make the most of this long weekend? Engage in exciting and memorable activities.

Entertainment 52

Entertainment Engineering Answering services Marketing 52

Cisco - Contact Center

AUGUST 28, 2023

In my role, I have the incredible opportunity to meet trailblazing IT leaders just like you every day.

Customer Experience 72

Customer Experience 72

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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

Kapta Customer Success

AUGUST 28, 2023

Account management is a social role that requires interdepartmental cooperation. Learn how account managers can collaborate with four teams for better outcomes.

Accountability 52

Accountability Management 52

DMG Consulting

AUGUST 28, 2023

Which Department Should Handle Digital Interactions? View this article on the publisher’s website The short answer to the question posed above: All inquiries should be handled by the contact center (which can encompass customer service, inbound sales, or similar functions), regardless of the channel in which they arrive. An inquiry is an inquiry, and it should be managed by the employees best trained to meet each customer’s needs.

Inbound sales 48

Inbound sales Contact Center Consulting Consulting 48

Help Scout

AUGUST 28, 2023

We’ll show you practical ways to improve the customer experience for your ecommerce store so you can get more repeat customers and word-of-mouth referrals.

Customer Experience 45

Customer Experience 45