ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at leas

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

Callminer

JULY 17, 2023

Speech analytics in the call center is a new, innovative application of AI and has become a crucial tool for businesses seeking to improve customer service.

Best practices 182

Best practices Call Center Analytics Customer Service 182

ShepHyken

JULY 17, 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 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. However, the implementation of LLMs also presents its fair share of challenges.

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Best practices Customer centricity Chatbots Education 109

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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.

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point!

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Cisco - Contact Center

JULY 17, 2023

We all feel the customer demands fueling a high pace of change in innovation. Cisco and our partners are delivering to these needs, to meet these shifts driving a new market scape.

Marketing 72

Marketing Technology 72

Global Response

JULY 17, 2023

Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Legacy solutions are beginning to encounter all kinds of pain points: difficulty adding new channels to your communications processes inability to update call routing difficulty integrating new technologies with your older solutions experiencing outdated or sunsetting hardware

call center solutions 62

call center solutions Call Center Bilingual agents Analytics 62

OctopusTech

JULY 17, 2023

Do you know that 80% of the population in the USA uses email? Customer retention email plays a major role for the growth of any company. If you are a business owner, you might know the importance of attracting a new audience to the brand. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.

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Customer retention Surveys Feedback Marketing 62

Global Response

JULY 17, 2023

The data is clear: the majority of companies—59% —outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house.

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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

Cisco - Contact Center

JULY 17, 2023

Artificial intelligence (AI) usage continues to trend higher, finding prominence in a variety of applications.

Government 81

Government 81

Concentrix

JULY 17, 2023

Unlock the Secrets of CX Transformation at this Concentrix & Forrester Event! Register Now for Insights and Strategies. Limited Spots!

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WiserOwl Blog

JULY 17, 2023

Watch the video replay (short version) as attendees hear about this dollar-based approach best practice. Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand. [link] About WiserOwl: WiserOwl exposes gaps in contact center […] The post CrmXchange Roundtable – Best Practices in Workforce Optimization appeared first on WiserOwl.

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Best practices Contact Center Call Center 52

Concentrix

JULY 17, 2023

Avoid digital transformation pitfalls and unlock your voice of the customer strategy with expert insights from Adobe and Concentrix.

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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

IdeasUnlimited

JULY 17, 2023

More and more companies are realizing that hiring a virtual assistant can significantly improve their businesses. Apart from improving your services, some of these VAs are also great for elevating your workflow so you can focus on what’s important, growing your business. Most VAs also provide competitive advantages like an amazing team and cost-effective services which are crucial in today’s industry.

Healthcare 52

Healthcare Call Center Enterprise Marketing 52

Vistio

JULY 17, 2023

Watch the full podcast here:  Or click here to just listen to the audio.       When deciding on how to build out a support team, it’s important to analyze the tech and tools you’ll be utilizing to do so. However, while it’s important to know the value of all of that, it’s even more important to recognize the indispensable value of sitting right in front of you.

outsourcing 52

outsourcing Contact Center Technology Marketing 52

TCN

JULY 17, 2023

WHAT The ACA International Convention & Expo 2023 brings together credit and collection industry experts, The post TCN Executives to Speak on Two Expert Panels at 2023 ACA International Convention & Expo appeared first on TCN.

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CSM Magazine

JULY 17, 2023

Transferring vehicles from one business location to another can be a tricky process, but with the right knowledge and resources in place, an effective corporate vehicle transfer is entirely possible. If you’re looking for tips on how to manage your corporate vehicle moves smoothly, without risking damage or incurring unnecessary expenses along the way, then read on!

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Transportation Management 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

Vistio

JULY 17, 2023

As the conversation around artificial intelligence heats up, the role of the frontline customer service worker has become crucial in delivering exceptional experiences.

Customer Service 52

Customer Service Best practices Customer Experience 52

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance. The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business.

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Analytics Finance CRM Engineering 52

Kapta Customer Success

JULY 17, 2023

Identifying at-risk key accounts is the first step in risk mitigation. Creating a risk mitigation plan to overcome the risk is the next step. Here’s how.

Accountability 52

Accountability Management 52

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. All you need to do is purchase WordPress hosting , install WordPress on your hosting account and get to work. It is best to use WordPress because it is simple and user friendly. Now that we have that out of the way, let’s cover the most important advantages of having a blog.

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Entertainment Engineering Advertising Marketing 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

WiserOwl Blog

JULY 17, 2023

Watch the video replay (short version) as attendees hear about this dollar-based best practice. Workforce optimization (WFO) is a key aspect of call center operations, and WiserOwl ensures agents are performing at their best, and that staffing levels are optimized to meet customer demand.

Best practices 40

Best practices Contact Center Call Center 40

Zappix

JULY 17, 2023

In the rapidly evolving digital landscape of today, the satisfaction and loyalty of customers heavily rely on user experience. As a result, visual self-service has emerged as a potent tool, elevating user.

Self service 40

Self service 40

Cisco - Contact Center

JULY 17, 2023

Over the last decade, there have been a lot of advancements in business technology solutions.

Technology 52

Technology 52

SmartKarrot

JULY 17, 2023

Customer Success is one of the most important key drivers of the long-term success and sustainability of a business across industries. Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment. This is crucial for attaining long-term customer loyalty.

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CRM B2B Customer centricity Metrics 10

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

AWS Machine Learning

JULY 17, 2023

With cloud computing, as compute power and data became more available, machine learning (ML) is now making an impact across every industry and is a core part of every business and industry. Amazon SageMaker Studio is the first fully integrated ML development environment (IDE) with a web-based visual interface. You can perform all ML development steps and have complete access, control, and visibility into each step required to build, train, and deploy models.

Accountability 67

Accountability APIs Best practices Management 67