Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!

Journey mapping 97

Journey mapping Construction B2B Education 97

AnomalySquared

NOVEMBER 10, 2023

Spas are synonymous with relaxation, luxury, and exceptional service. To maintain and exceed guest expectations in the highly competitive hospitality industry, these establishments must embrace modern technologies and customer service strategies. One such strategy is partnering with a call center services provider, which can significantly enhance the guest experience and streamline operations.

Call Center 94

Call Center Customer Service Technology outsourcing 94

The Northridge Group

NOVEMBER 10, 2023

Patient acquisition has long been one of the greatest challenges facing hospitals and healthcare organizations. The rise of the internet has exacerbated patient acquisition challenges by giving prospective patients easy access to provider reviews and other information. When patients have seemingly limitless options, it is difficult for healthcare organizations to differentiate themselves from the competition.

Analytics 76

Analytics Healthcare Marketing Consulting 76

LiveVox

NOVEMBER 10, 2023

AI benchmarks stand as the North Star for contact center operators, leading the way towards excellence and best practices that will set the next standard. The post AI Benchmarks in Customer Service: Prepping For the Enhanced Contact Center appeared first on LiveVox.

Benchmark 74

Benchmark Contact Center Customer Service Best practices 74

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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.

Cyara

NOVEMBER 10, 2023

Days such as Black Friday and Cyber Monday have become synonymous with frantic shopping, huge discounts, and eager deal-seeking customers.

Contact Center 76

Contact Center Customer Experience 76

FluentStream

NOVEMBER 10, 2023

Originally published by The Fast Mode / Image Credit: maxxyustas/BigStockPhoto.com When considering business phone systems, small and mid-size businesses (SMBs) face significant capability limitations due to their size and scope of needs. Although they may want some services and not. Read More The post The SMB Effect: UCaaS Market on Steady Growth Trajectory appeared first on FluentStream.

Marketing 59

Marketing 59

Vistio

NOVEMBER 10, 2023

Customer Service work can quickly slip down to a non-strategic layer of “ticket taking.” But that’s not the type of work anyone is going to want to do for long. Especially not your top talent who are capable of so much more.

Customer Service 52

Customer Service Best practices Customer Experience 52

FluentStream

NOVEMBER 10, 2023

Originally published by The Fast Mode / Image Credit: maxxyustas/BigStockPhoto.com When considering business phone systems, small and mid-size businesses (SMBs) face significant capability limitations due to their size and scope of needs. Although they may want some services and not. Read More The post The SMB Effect: UCaaS Market on Steady Growth Trajectory appeared first on FluentStream.

Marketing 52

Marketing 52

Anexa BPO

NOVEMBER 10, 2023

One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Those who risk it tend to do it poorly, which leaves them in a vulnerable position trying to field questions, including how CX metrics reflect key business results or help a business meet its goals.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

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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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24-7 InTouch

NOVEMBER 10, 2023

Discover how a leading global consumer electronics brand transformed its customer support strategy for non-English languages in the Europe, Middle East, and African regions. By partnering with IntouchCX and implementing the innovative Mosaic Languages solution, the brand achieved remarkable results, reducing operating costs by 51%, improving response times by 52%, and elevating customer satisfaction from 65.2% to an impressive 91.3%.

CRM 52

CRM Customer Support Technology Customer Service 52

Anexa BPO

NOVEMBER 10, 2023

ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely. What are the Main Advantages of ChatGPT?

Customer Service 52

Customer Service outsourcing Chatbots Customer Support 52

CSM Magazine

NOVEMBER 10, 2023

In a competitive online landscape where almost anyone can build a website and start selling products or services in minutes, modern consumers lean heavily on positive reviews to help them make informed purchasing decisions. Because of this, positive user reviews have become an essential aspect of ongoing business success. To attract new customers and maintain a positive reputation, new entrants to many industries must pay close attention to the number of positive reviews they can earn.

Feedback 52

Feedback Customer Support Customer retention Enterprise 52

Anexa BPO

NOVEMBER 10, 2023

Customer experience (CX) is one of the most important differentiators for your business. Exceptional experiences help build brand loyalty but require deep CX insights that are actionable. For many organizations, the missing link for CX insights is the depth of analysis data pros provide for increasingly complex quantitative, analytical, and predictive data.

Customer Experience 40

Customer Experience Analytics Customer centricity Feedback 40

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

CSM Magazine

NOVEMBER 10, 2023

When it comes to the world of casinos, loyalty isn’t just a virtue but a strategic game-changer. There is hardly any online or land-based casino that doesn’t offer some kind of a loyalty program, like the iRush Rewards program or any other like this. But do those programs really work, and how? In the glittering realm of spinning wheels and high-stake bets, loyalty programs have become the secret sauce, enticing gamblers to stay, play, and keep coming back for more.

Marketing 52

Marketing 52

AWS Machine Learning

NOVEMBER 10, 2023

We are witnessing a rapid increase in the adoption of large language models (LLM) that power generative AI applications across industries. LLMs are capable of a variety of tasks, such as generating creative content, answering inquiries via chatbots, generating code, and more. Organizations looking to use LLMs to power their applications are increasingly wary about data privacy to ensure trust and safety is maintained within their generative AI applications.

APIs 93

APIs Chatbots Analytics Personalization 93

Anexa BPO

NOVEMBER 10, 2023

As a CX leader, you understand better than anyone that every role within a business impacts customer experience. As a result, you’re compelled to drive change by finding change opportunities across all business functions. However, becoming a thought leader who positively influences the customer experience at every touchpoint goes beyond change management.

Technical Support 52

Technical Support Customer centricity Enterprise Marketing 52

AWS Machine Learning

NOVEMBER 10, 2023

Creating high-performance machine learning (ML) solutions relies on exploring and optimizing training parameters, also known as hyperparameters. Hyperparameters are the knobs and levers that we use to adjust the training process, such as learning rate, batch size, regularization strength, and others, depending on the specific model and task at hand.

Scripts 87

Scripts Metrics Feedback Enterprise 87

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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.

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AWS Machine Learning

NOVEMBER 10, 2023

In the recent past, using machine learning (ML) to make predictions, especially for data in the form of text and images, required extensive ML knowledge for creating and tuning of deep learning models. Today, ML has become more accessible to any user who wants to use ML models to generate business value. With Amazon SageMaker Canvas , you can create predictions for a number of different data types beyond just tabular or time series data without writing a single line of code.

Engineering 90

Engineering Personalization 90