Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.

Construction 221

Construction Marketing Personalization Management 221

Cyara

SEPTEMBER 21, 2023

Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.

Healthcare 136

Healthcare Chatbots 136

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend. As you chat, you read your friend’s facial expressions and listen to the tone of their voice.

Engineering 109

Engineering Enterprise Chatbots Self service 109

kommunicate

SEPTEMBER 21, 2023

Last Updated on September 21, 2023 Customer support teams today are facing a higher risk of burnout than ever!! This is because of the rising number of customer queries and the greater need to be on top of these queries faster! Hey, if you don’t take care of your customer, your competition will!! In fact, [.] The post AI Powered Ticket Automation – Everything You Need To Know appeared first on Kommunicate Blog.

Customer Support 97

Customer Support 97

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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.

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency!

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

COPC

SEPTEMBER 21, 2023

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them.

Coaching 88

Coaching Contact Center Surveys Metrics 88

delighted

SEPTEMBER 21, 2023

Attracting customers in a competitive market can feel like an uphill battle. So, how do brands stand out from the competition? One powerful tool in today’s marketplace is customer testimonials. By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you.

Surveys 86

Surveys Best practices Feedback Marketing 86

Help Scout

SEPTEMBER 21, 2023

The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change.

SaaS 85

SaaS Sales 85

Cisco - Contact Center

SEPTEMBER 21, 2023

Today, I am thrilled to announce Cisco’s intent to acquire Splunk Inc. , the leader in cybersecurity and observability.

Engineering 98

Engineering 98

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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

SQM Group

SEPTEMBER 21, 2023

Current call center QA practices have many problems; in many cases, it only evaluates 1-2% of customer calls and is a manual process driven by employees.

Call Center 85

Call Center Surveys 85

Win the Customer

SEPTEMBER 21, 2023

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success. In today’s hyper-competitive business landscape, providing exceptional customer experiences has become a non-negotiable priority for businesses across industries.

Customer Experience 69

Customer Experience Customer retention Personalization Marketing 69

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also limited to the expertise, time, resources, technology and strategy available in-house.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Teresa Allen

SEPTEMBER 21, 2023

I don't know what happens in your home but in ours, everyone wants to watch a different channel! And today there are certainly a lot to chose from. In the world of service it is the same, there are many channels available for customers to receive service and every customer wants a different one! Just like you and I, our customers tune into different channels at different times.

CRM 62

CRM Personalization Customer Service 62

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

24-7 InTouch

SEPTEMBER 21, 2023

Resources How a Player-Centric Approach Drives Higher Gaming Quality 25 Must-know Customer Experience Statistics [2023]: The Benefits Of A Positive Customer Experience Vendor Landscape: Video Platforms For Customer And Employee Experience 35 Streaming Services Statistics for 2023: Deep Dive Into Video & Music Streaming How Disruptive Brands Can Create A Successful Loyalty Program The post Elevating the Customer Journey on Streaming Platforms appeared first on IntouchCX.

Customer Experience 59

Customer Experience 59

CSM Magazine

SEPTEMBER 21, 2023

Investing in high-quality software is a pivotal decision for any company. To navigate this process successfully, it is paramount to meticulously define your product requirements. Ask yourself: Why does your organization require to change help desk software ? What precise objectives are you aiming to achieve? Which operational processes are due for optimization?

Technical Support 59

Technical Support SaaS Enterprise Feedback 59

Help Scout

SEPTEMBER 21, 2023

Looking to create a ticketing system using Jira? Read on to learn about three different ways your team can use Jira to create, organize, and manage tickets.

Management 45

Management 45

CSM Magazine

SEPTEMBER 21, 2023

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. For those who are viewing the development of a software solution as a viable option, we recommend thinking about the possibility of building a mobile app as a core product. The popularity of mobile applications, as well as a smartphone penetration rate, within different social groups is continuing to rise which can be an excellent sign for busin

Gamification 59

Gamification Coaching Education Consulting 59

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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

SmartKarrot

SEPTEMBER 21, 2023

Customer success is evolving fast from being a support-oriented function to one which owns and drives revenue. Whilst renewal management is typically stage 1 of revenue ownership, revenue expansion for most organizations becomes the game changer. In this article, we explore how playbooks can be leveraged for up-sell and cross-sell revenue. Part 1: Understanding the Basics What is a Playbook?

Scripts 10

Scripts CRM Accountability Feedback 10

CSM Magazine

SEPTEMBER 21, 2023

Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth. Since implementing the 6-in-1 BigChange system, Angloco has doubled its production capacity and increased turnover by nearly 100 per cent. Based in Leeds, West Yorkshire, Angloco supplies all UK Fire Services, has a multi-million-pound contract with the Ministry of Defence and has exported vehicles and equipment to over 70 overseas countries

Management 59

Management Engineering CRM Finance 59

AWS Machine Learning

SEPTEMBER 21, 2023

The adoption of generative AI is rapidly expanding, reaching an ever-growing number of industries and users worldwide. With the increasing complexity and scale of generative AI models, it is crucial to work towards minimizing their environmental impact. This involves a continuous effort focused on energy reduction and efficiency by achieving the maximum benefit from the resources provisioned and minimizing the total resources required.

Best practices 98

Best practices Engineering Metrics APIs 98

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. The report highlights the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

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

AWS Machine Learning

SEPTEMBER 21, 2023

In this post, we discuss how United Airlines, in collaboration with the Amazon Machine Learning Solutions Lab , build an active learning framework on AWS to automate the processing of passenger documents. “In order to deliver the best flying experience for our passengers and make our internal business process as efficient as possible, we have developed an automated machine learning-based document processing pipeline in AWS.

Airlines 95

Airlines Automotive Transportation Engineering 95

CSM Magazine

SEPTEMBER 21, 2023

Cirrus, the leading contact centre solutions provider, today announces an upgrade to its revolutionary contact centre platform, and it’s set to transform customer service. With a focus on leveraging generative AI and the smooth integration of cutting-edge technologies, Cirrus brings essential tools into one single platform. This will enable contact centres across the UK to deliver improved customer service with significantly greater efficiency.

APIs 59

APIs Scripts Interactive Voice Response CRM 59