Balto
JULY 27, 2023
Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. A few weeks ago, we talked with analyst and industry expert Blair Pleasant about the growth of artificial intelligence in contact centers.
CSM Magazine
JULY 26, 2023
Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you. That’s the verdict of Bristol-based RED Recruitment , which cites ‘flexible dress codes’ and a ‘great work/life balance’ as 2 of the top 8 reasons to work in a
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Outsource Consultants
JULY 25, 2023
As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.
Brad Cleveland Blog
JULY 27, 2023
Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.
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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
JULY 27, 2023
Find out how Lucy's experience with an airline's chatbot left a lot to be desired, and how testing could have averted this disappointing experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 27, 2023
Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. If you want to be authentic, then…be authentic.
Cyara
JULY 25, 2023
Organizations that prioritize customer feedback as a key input to make their critical business decisions are the ones that will survive and thrive. Why?
Global Response
JULY 23, 2023
Customer service is more important than ever—all the data backs this up. Take, for example, recent surveys that show: 78% of customers say customer service is a factor in determining whether or not to shop with a given company 68% of customers will pay more for a product or service if the brand is known to offer great customer service Companies who prioritize exceptional customer service experiences tend to see revenues 4-8% higher than the market.
Callminer
JULY 26, 2023
Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.
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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
CCNG
JULY 26, 2023
Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Future Change is Often Overlooked Beyond the normal due diligence of comparing vendors’ products to their requirements and doing a cost-benefit analysis, companies often overlook the issue of future change. This can potentially cause serious business or technical challenges down the road.
Beyond Philosophy
JULY 22, 2023
At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener’s request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers.
TechSee
JULY 28, 2023
Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment. Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-servi
Callminer
JULY 24, 2023
Learn more about patient experience, and why it is a critical part of healthcare that allows providers to better understand how patients feel about their care.
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.
ShepHyken
JULY 28, 2023
This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them.
Cisco - Contact Center
JULY 28, 2023
Hello everyone, and welcome back to my little corner of the Internet. I always take inspiration from what I’m currently working on in my day job when putting together an idea for a post and/or video.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
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!
ShepHyken
JULY 24, 2023
Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience.
Cisco - Contact Center
JULY 26, 2023
There are things in life that just go better together. Salt and pepper. Fish and chips. Chili and cheese. Another perfect pairing, if you’re hungry for tech training, is the combination of Cisco U.
TechSee
JULY 24, 2023
In the contact center world, hold time is often seen as a negative thing. Agents want to get customers off hold as quickly as possible, and customers want to be able to speak to an agent right away. However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly?
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. This analytics realm unlocks the potential for smarter decision-making, boosting both customer satisfaction and operational efficiency.
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.
kommunicate
JULY 27, 2023
Last Updated on July 27, 2023 Google, Microsoft, OpenAI and Anthropic… 4 of the biggest names in the AI space. One alliance. The Frontier Model Forum. That’s right – the competitors have come together to create what Google is calling the Frontier Model Forum, in an announcement made yesterday. What is the forum about? Why [.] The post Frontier Model Forum – Hitting The Brakes On Building ‘Superintelligence’ appeared first on Kommunicate Blog.
Upstream Works
JULY 25, 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 3 Ways AI Enhances Contact Center Reporting appeared first on Upstream Works.
Cisco - Contact Center
JULY 28, 2023
This blog is part of our People Behind Purpose at Cisco series that focuses on employees driving Cisco’s purpose to Power an Inclusive Future for All.
MiaRec
JULY 28, 2023
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
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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.
kommunicate
JULY 28, 2023
Last Updated on July 28, 2023 Product engagement acts as a key indicator of customer satisfaction and loyalty in any business. It shows how deeply users interact with your product, highlighting their level of interest, adoption, and ongoing value. Without tracking your product engagement, you’re essentially flying blind. As a Founder/CEO, you can’t answer the [.
SQM Group
JULY 27, 2023
Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.
Cisco - Contact Center
JULY 25, 2023
Co-authored by Linda D’Amico , Senior Director of Cisco Refresh According to a KPMG study – in cooperation with the Anti-Gray Market Alliance – counterfeiting is a big issue leading to an estimated … Read more on Cisco Blogs
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