CCNG

JUNE 7, 2023

ChatGPT has captured the attention of everyone by smashing record adoption rates globally. CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answeri

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Contact Center CCNG APIs Scripts 195

WiserOwl Blog

JUNE 6, 2023

The June 2023 issue of Contact Center Pipeline Magazine features the article “The Rising Importance of Contact Centers” penned by WiserOwl’s Robert Bradshaw. The article dives into the 2023 Contact Centers Consumer Attitudes & Preferences Survey to highlight the increasing importance of contact centers in the customer experience landscape. About WiserOwl: WiserOwl exposes […] The post Contact Center Pipeline Magazine: The Rising Importance of Contact Centers appeared first on Wise

Contact Center 52

Contact Center Surveys Customer Experience 52

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

Amplifai Coaching Category

JUNE 7, 2023

AI is revolutionizing call centers, streamlining operations, and enhancing customer experiences. See how it's used to efficiently manage queries, train agents, and reduce errors, lead to a more profitable contact center.

Call Center 75

Call Center Contact Center Customer Experience Management 75

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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.

Playvox

JUNE 6, 2023

In challenging economic times, organizations need to get creative and pragmatic with cost cutting, expenditures, and revenue generation. As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

MiaRec

JUNE 7, 2023

Artificial Intelligence (AI) is transforming how organizations utilize data. How can your contact centers adopt AI solutions to improve business workflows, boost revenue, and more?

Contact Center 85

Contact Center Analytics 85

Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Did you know that FedEx delivery people never run.

B2C 88

B2C B2B Personalization Customer Service 88

Nuance

JUNE 7, 2023

… Rethinking the agent experience, part 3: Remove the customer authentication burden Read More » The post Rethinking the agent experience, part 3: Remove the customer authentication burden appeared first on What’s Next blog.

Coaching 82

Coaching Contact Center 82

LiveVox

JUNE 7, 2023

Hey there, contact center managers! We know you’re the real MVPs when it comes to overseeing agent performance on the floor. You’ve got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote workplaces. You’re researching strategies for boosting the agent experience!

Morale 62

Morale Contact Center Management 62

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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

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

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. In our recent podcast, Context is King!

Finance 195

Finance Marketing Personalization Accountability 195

Callminer

JUNE 7, 2023

An excellent customer experience is vital for building customer loyalty. Find out how to choose the best customer experience platform for your business.

Customer Experience 182

Customer Experience 182

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

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

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

Beyond Philosophy

JUNE 3, 2023

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy. The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn’t mean you get to spend it. Quite the contrary. You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again.

Personalization 195

Personalization Management Customer Experience 195

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

IdeasUnlimited

JUNE 9, 2023

Celebrating a Successful Year In February 2023, IdeasUnlimited capped off 2022 at the annual Year-end event that was held virtually. With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. Founded in 2010, IdeasUnlimited began as a support service provider which expanded worldwide over the course of its history. 2023’s year-end event was a homage to the individuals that make up the IdeasUnlimited team.

Enterprise 98

Enterprise Personalization B2B Sales 98

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 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

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

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

Customer Service 98

Customer Service Multichannel Banking Marketing 98

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

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 7, 2023

T-Mobile home internet users have faced frustrating limitations when it comes to utilizing VoIP services. T-Mobile restricts VoIP traffic and prevents users from updating these settings at the router level, possibly as a strategy to drive customers towards their bundled internet and voice plans. Fortunately, there is a solution that allows users to maintain their freedom of choice.

voip 98

voip Technology 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

kommunicate

JUNE 4, 2023

Last Updated on June 4, 2023 ChatGPT is everywhere. Google Bard is (almost) everywhere. The old way of doing things is over. Artificial Intelligence is not science fiction or something that “computer scientists” are “working upon.” They are now very much part of our everyday lives. Goldman Sachs says that AI will take 300 million [.] The post Future of Conversational AI For Pharma And Healthcare appeared first on Kommunicate Blog.

Healthcare 96

Healthcare 96

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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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

Voiptime

JUNE 8, 2023

Every successful company tends to have a big amount of potential leads at the top of its sales pipeline. But only a few of them can be converted into customers.

Sales 98

Sales 98

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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kommunicate

JUNE 9, 2023

Last Updated on June 9, 2023 The healthcare industry generally deals with data sets that are large, with Patient Health Information (PHI) and personal data.The patients entrust the healthcare institutes to safeguard this data using the highest standards. To ensure this, the US federal government came out with HIPAA and SOC regulations. In this blog, [.

Healthcare 84

Healthcare Government Personalization Customer Support 84