NobelBiz

AUGUST 14, 2023

The call center sector, constantly under pressure to enhance customer satisfaction and operational efficiency, finds a revolutionary ally in voicemail detection. This tool, increasingly integral to modern call centers, not only optimizes outreach but also crafts a streamlined experience for both agents and clients. The Mechanics and Merits of Answering Machine Detection Termed Answering Machine Detection (AMD), voicemail detection is an advanced technology crafted to differentiate between actual

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

AUGUST 14, 2023

Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers.

Marketing 156

Marketing Customer Experience Employee engagement Customer Service 156

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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.

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

AWS Machine Learning

AUGUST 14, 2023

Amazon SageMaker JumpStart is a machine learning (ML) hub offering algorithms, models, and ML solutions. With SageMaker JumpStart, ML practitioners can choose from a growing list of best performing and publicly available foundation models (FMs) such as BLOOM , Llama 2 , Falcon-40B , Stable Diffusion , OpenLLaMA , Flan-T5 / UL2 , or FMs from Cohere and LightOn.

Engineering 71

Engineering APIs Chatbots Scripts 71

Cisco - Contact Center

AUGUST 14, 2023

I recently attended a session run by the Said Business School at Oxford along with an organisation called Istari.

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AWS Machine Learning

AUGUST 14, 2023

This blog post is co-written with Tuana Çelik from deepset. Enterprise search is a critical component of organizational efficiency through document digitization and knowledge management. Enterprise search covers storing documents such as digital files, indexing the documents for search, and providing relevant results based on user queries. With the advent of large language models (LLMs), we can implement conversational experiences in providing the results to users.

Enterprise 69

Enterprise Scripts Best practices Analytics 69

DMG Consulting

AUGUST 14, 2023

Donna Fluss talks about evolving to meet today’s WFM needs The world has changed. We need to approach WFM with a different lens amid these changes and the ones that will continue to evolve the contact center and the solutions that make it run. The post Donna Fluss talks about evolving to meet today’s WFM needs appeared first on DMG Consulting.

Consulting 62

Consulting Consulting Contact Center 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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OctopusTech

AUGUST 14, 2023

So you are looking for website redesign services. Maybe you are looking for changes in your products and services, modification of theme, or you are just feeling that your website looks outdated as you are facing a decrease in the site’s traffic and conversion rates. Whatever the problem is, we think that redesigning your website is one of the greatest and most fruitful decisions that a website owner can make by handling their projects to a website redesigning company.

Engineering 62

Engineering Sales Advertising Technology 62

Nicereply

AUGUST 14, 2023

Nonresponse bias poses a frequent challenge that support agents must address. In the statistical literature, nonresponse bias has been a concern of researchers who used postal questionnaires since 1838. Today, with a modern approach to survey clients, we still face the same problems — different types of survey bias. Luckily, we already know how to deal with them.

Surveys 52

Surveys Benchmark Education Feedback 52

Abby Connect

AUGUST 14, 2023

At Abby, we care about your callers and customers’ experiences, but we also care about your experience! And all our processes are built to ensure a phone management experience that is high-quality, but also easy for you to manage. Our goal is to take stress off your shoulders, not add it!

Management 52

Management Customer Experience 52

Injixo

AUGUST 14, 2023

Spreadsheets. The Swiss Army knife of the software world that has gracefully aged with the rise of digital data management. Especially for smaller organizations, spreadsheet tools like Microsoft Excel provide a handy, straightforward platform for numerous tasks including workforce planning. When diving into Excel for planning purposes, a few quintessential techniques come to the fore: Leveraging pivot tables allows for summarizing massive data sets, enabling quick insights.

Management 52

Management Consulting Consulting 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

Vistio

AUGUST 14, 2023

Watch the full podcast here:  Or click here to just listen to the audio.         If you have a contact center, you’re sitting on a goldmine of customer insights. Everyone knows that! What you may not realize is you also are able to get direct feedback from the people who deal with your process everyday. Longtime friend of the show and now our featured guest, Chafik Abdellaoui is here to share his ideas and experiences in attaining and applying this feedback in the contact center.

Feedback 52

Feedback Contact Center Call Center Metrics 52

Kapta Customer Success

AUGUST 14, 2023

Greg Daines of ChurnRX gave a fascinating presentation at KAMCon 2023 titled, " Building Account Strategy On The 3 Laws of Retention." He shared some of his churn research results and revealed how we can overcome the obstacles to customer retention so we can minimize customer churn.

Accountability 52

Accountability Customer retention Management 52

ShepHyken

AUGUST 14, 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. How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31