Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.

Airlines 221

Airlines Metrics Management Technology 221

CCNG

DECEMBER 14, 2023

I went to lunch with a friend who is a divorce attorney here in Oklahoma City. In the middle of lunch his wife called to blame him for leaving the pool gate open. He calmly apologized to her and promised to not do it again. He hung up and said to me, “I’m a 1000% sure, she left the gate open.” I said “why did you not correct her?” He replied “You can be right or you can be married, you can’t have both” They have been married for 27 years.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

CSM Magazine

DECEMBER 14, 2023

A FIRST FOR A FORCE….Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. Cleveland is one of the only forces in the country to have an external team as the public’s first point of contact for police complaints.

Customer Service 105

Customer Service Feedback 105

AnomalySquared

DECEMBER 14, 2023

As we approach the dawn of 2024, businesses are gearing up for a new chapter filled with opportunities and challenges. In this rapidly evolving landscape, staying ahead of the curve is crucial for sustained success. One strategic move that can significantly impact your business's efficiency and customer satisfaction is outsourcing your call center operations.

outsourcing 96

outsourcing Call Center 96

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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.

AWS Machine Learning

DECEMBER 14, 2023

Text-to-image generation is a rapidly growing field of artificial intelligence with applications in a variety of areas, such as media and entertainment, gaming, ecommerce product visualization, advertising and marketing, architectural design and visualization, artistic creations, and medical imaging. Stable Diffusion is a text-to-image model that empowers you to create high-quality images within seconds.

Entertainment 92

Entertainment Construction APIs Engineering 92

AWS Machine Learning

DECEMBER 14, 2023

Amazon Comprehend is a natural-language processing (NLP) service that provides pre-trained and custom APIs to derive insights from textual data. Amazon Comprehend customers can train custom named entity recognition (NER) models to extract entities of interest, such as location, person name, and date, that are unique to their business. To train a custom model, you first prepare training data by manually annotating entities in documents.

Banking 90

Banking Construction APIs outsourcing 90

Cisco - Contact Center

DECEMBER 14, 2023

In April 2023 , we rebranded our risk-based vulnerability management solution, Kenna.VM, to Cisco Vulnerability Management. Today, we are excited to share another milestone in our journey.

Management 88

Management 88

Cyara

DECEMBER 14, 2023

On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat

Customer Experience 76

Customer Experience Sales Contact Center 76

LiveVox

DECEMBER 14, 2023

Effectively managing expenses in contact centers requires a delicate balance. It’s important to remember that you’re not just handling customer transactions but also fostering relationships. Every decision you make directly influences the customer experience. However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they […] The post Contact Center Operations: A Cost Management Balancing Act appeared first o

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Contact Center Management Customer Experience 71

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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

TeleDirect

DECEMBER 14, 2023

A great product can only take you so far. The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. They learn everything about your strategy, values, branding and business model.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

ChurnZero

DECEMBER 14, 2023

Barbershops are as American as baseball and apple pie. It’s also a line of business that hasn’t changed much in decades, observed Dave Salvant when he co-founded Squire. As a young man growing up in Brooklyn, NY, he would do odd jobs at a hair salon run by his aunt. As with any small business, he noticed she often had her hands full juggling duties.

SaaS 52

SaaS Feedback Marketing Enterprise 52

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. It was a time-consuming process that didn’t always achieve the optimum ROI. Fortunately, times have significantly changed. Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform. Zenarate AI Coach is trusted by hundreds of global enterprises for developing top performing customer service agents.

Coaching 52

Coaching Telecommunications First call resolution Healthcare 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

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. Yes, that’s 80%. They want personalized services from companies that know them and understand their needs. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Back Office Centers

DECEMBER 14, 2023

Back office outsourcing services are very advantageous for companies looking to save costs, increase efficiency, and gain a competitive advantage in the market. Let’s examine some of the main benefits that make back office outsourcing advantageous for businesses strategically. Corporate organizations, regardless of size, must adopt the right methods to assist in lowering overhead costs, increasing income, and supporting overall growth to be competitive at all times.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. You have likely heard of IVR before in light of their wide use. You call a company and hear, “For billing, press or say 1; for location, press or say 2; to place an order, press or say 3.

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Help Scout

DECEMBER 14, 2023

In the past year, we evolved the Help Scout brand and learned a lot in the process. While each journey is unique, here are some steps any team can take to make big changes happen, quickly and at scale.

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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

TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are your customers needing more assistance from you than you can provide? If these scenarios apply to you, a full-service call center such as TeleDirect could be extremely beneficial to your company. Our call center solutions are customized to what your company needs to thrive.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Brad Cleveland Blog

DECEMBER 14, 2023

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. Au contraire! A professional inbound and outbound call center is integral to a business’s success, providing best-in-class customer service, taking orders, handling complaints, generating leads and converting them into sales.

Education 62

Education Call Center Sales call center solutions 62

Brad Cleveland Blog

DECEMBER 14, 2023

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

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

TeleDirect

DECEMBER 14, 2023

Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. If you have been considering investing in a dedicated call center , the question of its ROI has undoubtedly been raised. Is it worth the expense, or would your money be better spent elsewhere? To answer this requires, in part, knowing the services your dedicated call center provides.

Call Center 62

Call Center Customer retention Technical Support Sales 62

SmartKarrot

DECEMBER 14, 2023

Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.

Analytics 10

Analytics CRM Consulting Consulting 10

TeleDirect

DECEMBER 14, 2023

Do you know how many leads you are losing and how much every lost lead is costing your company? As your company grows, this question should be first and foremost in your mind. You can quickly calculate this figure by knowing the number of leads you receive in a given time and how many leads are converted into clients. It’s almost guaranteed that if you’re in growth mode, you will leave money on the table, with some clients getting lost in the shuffle.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

SmartKarrot

DECEMBER 14, 2023

Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.

Analytics 10

Analytics CRM Consulting Consulting 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

DECEMBER 14, 2023

This post is co-authored by Anatoly Khomenko, Machine Learning Engineer, and Abdenour Bezzouh, Chief Technology Officer at Talent.com. Established in 2011, Talent.com aggregates paid job listings from their clients and public job listings, and has created a unified, easily searchable platform. Covering over 30 million job listings across more than 75 countries and spanning various languages, industries, and distribution channels, Talent.com caters to the diverse needs of job seekers, effectively

Engineering 80

Engineering Scripts Technology Analytics 80

AWS Machine Learning

DECEMBER 14, 2023

Amazon SageMaker Studio offers a broad set of fully managed integrated development environments (IDEs) for machine learning (ML) development, including JupyterLab, Code Editor based on Code-OSS (Visual Studio Code Open Source), and RStudio. It provides access to the most comprehensive set of tools for each step of ML development, from preparing data to building, training, deploying, and managing ML models.

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APIs Engineering Management Scripts 97

AWS Machine Learning

DECEMBER 14, 2023

This is a customer post jointly authored by ICL and AWS employees. ICL is a multi-national manufacturing and mining corporation based in Israel that manufactures products based on unique minerals and fulfills humanity’s essential needs, primarily in three markets: agriculture, food, and engineered materials. Their mining sites use industrial equipment that has to be monitored because machinery failures can result in loss of revenue or even environmental damages.

Engineering 79

Engineering Big data outsourcing Education 79