BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

AWS Machine Learning

DECEMBER 18, 2023

Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.

Government 126

Government Engineering Analytics Technology 126

Nuance

DECEMBER 18, 2023

… Reducing clinicians’ cognitive load to focus on their well-being Read More » The post Reducing clinicians’ cognitive load to focus on their well-being appeared first on What’s Next blog.

Healthcare 78

Healthcare 78

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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

DECEMBER 18, 2023

It seems likely that both remote and hybrid contact center teams will continue to thrive post-pandemic. Aside from contact center agents’ preference for remote work, remote and hybrid models provide flexibility and resilience, helping organizations better cope with changing customer demands and market conditions. The transition to hybrid is not without challenges.

Contact Center 75

Contact Center Management Marketing 75

TeamSupport

DECEMBER 18, 2023

“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?

Customer Service 59

Customer Service B2B Customer Support Customer Experience 59

Cisco - Contact Center

DECEMBER 18, 2023

G’day mates from Down Under! The DevNet Zone at Cisco Live APJC in Melbourne, Australia was a great adventure.

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Kapta Customer Success

DECEMBER 18, 2023

The upcoming year will be challenging for account managers and customers alike. We’re surrounded by so much uncertainty with shifting markets and an unpredictable economy causing businesses to respond by doing more with less. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.

Accountability 59

Accountability Management Marketing 59

Cisco - Contact Center

DECEMBER 18, 2023

Our conviction in Africa’s vast potential is part of what fuels the climate investment strategy of the Cisco Foundation.

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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

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.

Chatbots 52

Chatbots Technology Personalization Customer Service 52

CSM Magazine

DECEMBER 18, 2023

Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem.

Transportation 52

Transportation Feedback Customer Service 52

Abby Connect

DECEMBER 18, 2023

Get the Checklist Choosing between receptionist services can be difficult—you have a lot of options. AI receptionists. Call center answering services. Virtual receptionist services. More advanced receptionist services. They all offer overlapping features and use different language to define their services. So, how do you know what will work best for your business?

Answering services 52

Answering services Call Center 52

CSM Magazine

DECEMBER 18, 2023

Revolutionizing equipment tracking, Smart Tagging is a game-changer for businesses. Imagine a tiny chip attached to each item, storing crucial details like identification number, purchase date, warranty, and maintenance history. In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes.

Transportation 52

Transportation Best practices Healthcare Technology 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

DECEMBER 18, 2023

Crafting a successful outsourcing strategy isn't just about finding the right partner. It's also about shaping the relationship in a way that aligns to the goals of both organizations.

outsourcing 52

outsourcing Best practices 52

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Abby Connect

DECEMBER 18, 2023

If there is one thing we can be sure of as a society, it’s that we all have differing opinions about what a front desk and receptionist’s duties should look like.

Marketing 52

Marketing Technology Customer Service 52

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

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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

AWS Machine Learning

DECEMBER 18, 2023

This is a guest post co-written with Babu Srinivasan from MongoDB. As industries evolve in today’s fast-paced business landscape, the inability to have real-time forecasts poses significant challenges for industries heavily reliant on accurate and timely insights. The absence of real-time forecasts in various industries presents pressing business challenges that can significantly impact decision-making and operational efficiency.

Finance 103

Finance APIs Analytics Scripts 103

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

SmartKarrot

DECEMBER 18, 2023

In the dynamic business environment, encompassing customer success , product-oriented enterprises, and service providers, the core principles of account management stand unwavering. Engaging in a discussion with an experienced industry veteran, we probed the intricacies of account management, dissecting the transformations observed over time and highlighting the pivotal influence of technology in molding these dynamics.

Accountability 8

Accountability Management Advertising Metrics 8

SmartKarrot

DECEMBER 18, 2023

In the dynamic business environment, encompassing customer success , product-oriented enterprises, and service providers, the core principles of account management stand unwavering. Engaging in a discussion with an experienced industry veteran, we probed the intricacies of account management, dissecting the transformations observed over time and highlighting the pivotal influence of technology in molding these dynamics.

Accountability 8

Accountability Management Advertising Metrics 8

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!

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