ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

Best practices 217

Best practices Customer Experience Technology Customer Service 217

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? It might seem overwhelming, so we’ve put together our favorite matchups to help you get started. In the world of customer support metrics, Customer Satisfaction (CSAT) is king. Teams of all sizes, stages, and industries measure CSAT to shed light on the quality of their support. They identify customers who need extra attention, improve their operations, and increase customer happiness.

Metrics 98

Metrics Calibration Education Customer Support 98

Abby Connect

JUNE 5, 2023

Download Running a business is expensive. You’re already thinking about production costs. Revenue. Employee overhead. Marketing spend. The list goes on. What you might not be thinking about is the cost of your missed calls.

Marketing 98

Marketing 98

Cisco - Contact Center

JUNE 5, 2023

For World Environment Day we wanted to add to the global celebration by lifting up the stories of several of our Cisco Foundation Climate Impact and Regeneration Portfolio grantee partners working in… Read more on Cisco Blogs

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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.

Abby Connect

JUNE 5, 2023

Download You know better than anyone that these are uncertain times for business owners. Now more than ever, with inflation, economic uncertainty, and other challenges and changes in the economy, it’s important for small business owners to be mindful of efficiency and where you’re spending your money.

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AWS Machine Learning

JUNE 5, 2023

Amazon SageMaker Automatic Model Tuning has introduced Autotune, a new feature to automatically choose hyperparameters on your behalf. This provides an accelerated and more efficient way to find hyperparameter ranges, and can provide significant optimized budget and time management for your automatic model tuning jobs. In this post, we discuss this new capability and some of the benefits it brings.

APIs 76

APIs Enterprise Benchmark Metrics 76

LiveVox

JUNE 5, 2023

As businesses continue to compete in the modern digital era, providing excellent customer service has become a crucial part of their success. Learning what is generative AI and how to use it in customer service can transform a business’s relationship with customers. With the rise of generative AI technology, the customer service landscape is evolving […] The post What is Generative AI and How to Use it in Customer Service?

Customer Service 75

Customer Service Technology Customer Experience 75

JivoChat

JUNE 5, 2023

Building a successful ecommerce online store is a challenging task, mainly when considering the highly competitive environment your business will be in. After all, different from a physical store, on the internet you are competing against companies from all over the world. The customer is just a few clicks away from leaving your website and buying from another ecommerce store.

Analytics 75

Analytics Marketing B2B Sales 75

Cisco - Contact Center

JUNE 5, 2023

Cisco Live is an incredible time to celebrate and learn, but for the CX team, the true highlight of Cisco Live is the opportunity to celebrate our customers whose innovations and successes have… Read more on Cisco Blogs

Customer Experience 63

Customer Experience 63

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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

Jon Arnold

JUNE 5, 2023

I had a heavier-than-normal travel schedule in May, so writing was on the light side. Still managed to get a few things out, and here’s the digest. Re-Thinking the On-Hold Experience , white paper for Aizan, May 31 3 Best Practices for a Successful UCaaS Migration , TechTarget, May 23 Are We Moving Too Fast with AI?

Best practices 59

Best practices Contact Center Management 59

NobelBiz

JUNE 5, 2023

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. When effectively executed, it can boost sales, increase profits, and lead to significant business growth. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

Call Center 52

Call Center Scripts CRM Contact Center 52

Kapta Customer Success

JUNE 5, 2023

Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.

Accountability 52

Accountability Management 52

Cincom

JUNE 5, 2023

Cincom Systems announces a strategic partnership with Sapiens International Corporation, a leading global provider of software solutions for the insurance industry. The partnership will make effective customer communications to insurers easier for Sapiens customers via the Cincom Eloquence® platform. Cincom Systems , a global organization devoted to business success through process automation is pleased to announce a strategic partnership with Sapiens International Corporation , a leading global

Customer Experience 52

Customer Experience SaaS Management Marketing 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

Abby Connect

JUNE 5, 2023

Download Call handling is the management of phone calls. It’s the technology you use, your templates and processes, how you talk to callers, how you perform intake, when you answer and don’t answer, and more. Missing calls can mean missing opportunities.

Technology 52

Technology Management 52

Maru Group

JUNE 5, 2023

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

Airlines 52

Airlines Surveys Feedback Marketing 52

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

Customer centricity 52

Customer centricity Metrics Feedback Surveys 52

Vistio

JUNE 5, 2023

Watch the full podcast here:   We are very excited to welcome Justin Robbins with us back on the podcast to discuss how what’s going on in the world of AI and contact centers. As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Customer Service 52

Customer Service Contact Center Technology Customer Experience 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

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

Customer Experience 52

Customer Experience Airlines Customer centricity Journey mapping 52

SoliCall

JUNE 5, 2023

In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company. Here are some reasons why identifying and monitoring noisy agents is important: Customer experience (CX): The noise generated by noisy agents is heard by customers leading to a decrease in customer satisfaction.

Call Center 52

Call Center Analytics Feedback Management 52

Concentrix

JUNE 5, 2023

Discover effective ways to optimize member experience and drive customer satisfaction.

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Hodusoft

JUNE 5, 2023

HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement Winning an award is always a special moment for an organization for many reasons. It serves as a milestone and a symbol of distinction. It also gives a sense of pride to the employees who jointly contribute to the organization’s success. As noted French footballer N’Golo Kanté famously said “It’s good to win awards.

Contact center software 40

Contact center software Benchmark Contact Center Customer centricity 40

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

Voiptime

JUNE 5, 2023

In this guide you’ll discover: The foundation of the business communication of the call center many call center managers overlook. Hint: Many managers think they understand the subject, yet little is happening in reality; How to tackle the issues of inward, upward, and lateral communication business communications in the call center? The impact of the improvement or negligent treatment of the call center’s business communication.

contact center solutions 40

contact center solutions Call Center Contact Center Management 40

ShepHyken

JUNE 5, 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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

Customer Service 36

Customer Service Chatbots Customer Support Customer Experience 36

SmartKarrot

JUNE 5, 2023

Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.

Accountability 19

Accountability Upselling Education Management 19

AWS Machine Learning

JUNE 5, 2023

Data is the foundation for machine learning (ML) algorithms. One of the most common formats for storing large amounts of data is Apache Parquet due to its compact and highly efficient format. This means that business analysts who want to extract insights from the large volumes of data in their data warehouse must frequently use data stored in Parquet.

Engineering 73

Engineering Government Banking Enterprise 73

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

SmartKarrot

JUNE 5, 2023

With great power comes great responsibility! Not just for Spiderman, the statement is also very suitable for someone in leadership. From taking business-altering decisions to monitoring the workflows, business leaders have to juggle a lot of things on a daily basis. Are you one and do you want to make your life (work) easier? A robust task management platform is your solution and this is where Asana Task Manager enters into the picture.

Management 10

Management Accountability Finance B2B 10

AWS Machine Learning

JUNE 5, 2023

This post is co-written with Philipp Schmid and Jeff Boudier from Hugging Face. Today, as part of Amazon Web Services’ partnership with Hugging Face, we are excited to announce the release of a new Hugging Face Deep Learning Container (DLC) for inference with Large Language Models (LLMs). This new Hugging Face LLM DLC is powered by Text Generation Inference (TGI), an open source, purpose-built solution for deploying and serving Large Language Models.

APIs 76

APIs Engineering Advertising Management 76

AWS Machine Learning

JUNE 5, 2023

This post is co-written with Philipp Schmid from Hugging Face. We have all heard about the progress being made in the field of large language models (LLMs) and the ever-growing number of problem sets where LLMs are providing valuable insights. Large models, when trained over massive datasets and several tasks, are also able to generalize well over tasks that they aren’t trained specifically for.

Scripts 78

Scripts Engineering Healthcare Accountability 78