Enghouse Interactive

JUNE 2, 2023

How can the contact center help meet sustainability objectives? Here are 3 ways to make greener, more sustainable contact centers.

Contact Center 74

Contact Center Self service Interactive Voice Response 74

Cyara

JUNE 22, 2023

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

Contact Center 127

Contact Center Customer Experience 127

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Advertisement

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.

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

Customer Service 105

Customer Service Chatbots Surveys Technology 105

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

Customer Service 105

Customer Service Management 105

Amplifai Coaching Category

JUNE 15, 2023

Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

Coaching 75

Coaching Call Center 75

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. Finance understands this intuitively, so they are inclined to support budget requests that will help teams close more deals. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Advertisement

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

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Banking 363

Banking Construction Accountability Advertising 363

Callminer

JUNE 2, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

Management 345

Management 345

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Customer Service 301

Customer Service Marketing Customer Experience 301

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

Technology 207

Technology Customer Service Customer Support Contact Center 207

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

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization. It makes them feel like they’re more than just another faceless customer, and that you appreciate their business.

Personalization 189

Personalization Customer Service Customer Experience 189

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.

Personalization 358

Personalization Marketing Consulting Consulting 358

Upstream Works

JUNE 15, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Become Enterprise-Ready with AI appeared first on Upstream Works.

Enterprise 143

Enterprise Management 143

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

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

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.

B2C 134

B2C B2B Personalization Customer Support 134

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

VirtualPBX

JUNE 21, 2023

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. One solution that stands out in the realm of cost-saving and streamlined communication is VirtualPBX. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.

voip 98

voip Call Logging Telecommunications Morale 98

Upstream Works

JUNE 1, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Management 141

Management 141

ShepHyken

JUNE 6, 2023

Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

Cisco - Contact Center

JUNE 20, 2023

I remember the good old days, when, if you wanted training, you had to enroll in an instructor-led class, take time away from work, maybe even get on an airplane, and sit in a classroom for days on… Read more on Cisco Blogs

98

98

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight. Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform.

Government 98

Government Chatbots Enterprise Marketing 98

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Wait times 109

Wait times Personalization Sales Customer Experience 109

VirtualPBX

JUNE 15, 2023

Effective communication plays a pivotal role in the success of any business. Recognizing this, VirtualPBX, a leading provider of advanced business communication solutions, is thrilled to unveil two groundbreaking texting features that are set to revolutionize inbound SMS and automated marketing capabilities. With the introduction of Text Forward and VirtualText Pro, VirtualPBX aims to empower businesses of all sizes with enhanced communication tools to engage their audience and drive customer sa

Marketing 98

Marketing Management Customer Experience 98