Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that customers have with … Continue reading → The post What Do Your Customers Want?

Customer Service 55

Customer Service Contact Center Call Center Customer Experience 55

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Tethr

APRIL 3, 2024

Discover the power of speech analytics. Explore its significance and its potential to transform your business insights.

Analytics 96

Analytics Contact Center 96

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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.

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. But when it comes to honing these essential skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily. Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their custome

Accountability 52

Accountability Customer Service Contact Center Morale 52

CCNG

APRIL 3, 2024

For too long, organizations have paid lip service to platitudes like "we're all in this together" and "our employees are our greatest asset." Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren't fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

NobelBiz

APRIL 1, 2024

We are overjoyed to inform that our business has just received G2 badges in the Fall report ! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report.

Call Center 52

Call Center Contact Center Marketing 52

Nuance

APRIL 2, 2024

Explore our perspective on OpenAI’s Voice Engine and its potential impact on voice biometric security. Learn how Nuance Gatekeeper’s anti-spoofing technology ensures robust authentication.

Engineering 97

Engineering Technology 97

Callminer

APRIL 3, 2024

Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.

Contact Center 182

Contact Center 182

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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

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.

Customer emotions 222

Customer emotions Marketing Customer Experience Management 222

ShepHyken

MARCH 31, 2024

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 comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 205

Government Customer Service B2B B2C 205

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self service 124

Self service Consulting Consulting Contact Center 124

AWS Machine Learning

APRIL 5, 2024

Amazon Rekognition makes it easy to add image and video analysis to your applications. It’s based on the same proven, highly scalable, deep learning technology developed by Amazon’s computer vision scientists to analyze billions of images and videos daily. It requires no machine learning (ML) expertise to use and we’re continually adding new computer vision features to the service.

APIs 105

APIs Advertising Enterprise Technology 105

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

Beyond Philosophy

APRIL 4, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.

Personalization 150

Personalization Sales Feedback Technology 150

ShepHyken

APRIL 1, 2024

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 comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 194

Government Customer Service B2B B2C 194

Cisco - Contact Center

APRIL 4, 2024

It’s time to expand your multicloud expertise. According to the Cisco 2022 Global Hybrid Cloud Trends Report , 93 percent of organizations already operate in multicloud environments.

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AWS Machine Learning

APRIL 3, 2024

The rise of contextual and semantic search has made ecommerce and retail businesses search straightforward for its consumers. Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. This enhances the overall user experience, helping customers find exactly what they’re looking for.

Engineering 100

Engineering Accountability Education Metrics 100

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

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.

Surveys 100

Surveys Feedback Best practices Construction 100

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

Cisco - Contact Center

APRIL 1, 2024

Blockchain technology has experienced remarkable adoption in recent years, driven by its use across a broad spectrum of institutions, governments, retail investors, and users.

Government 98

Government Technology 98

ChurnZero

APRIL 1, 2024

This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity. TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions.

B2B 92

B2B SaaS Sales Accountability 92

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

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Wait times 89

Wait times Feedback CRM Surveys 89

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Bill Quiseng

APRIL 3, 2024

QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one. Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?” Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace

Personalization 84

Personalization Customer Service Customer Experience 84

AWS Machine Learning

APRIL 2, 2024

In 2023, AWS announced an expanded collaboration with Hugging Face to accelerate our customers’ generative artificial intelligence (AI) journey. Hugging Face, founded in 2016, is the premier AI platform with over 500,000 open source models and more than 100,000 datasets. Over the past year, we have partnered to make it effortless to train, fine-tune, and deploy Hugging Face models using Amazon SageMaker , AWS Trainium , and AWS Inferentia.

Accountability 86

Accountability Marketing Personalization Management 86

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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

Cisco - Contact Center

APRIL 1, 2024

Excellence in service matters. Whether you are a mom-and-pop operation or a multibillion-dollar business spanning multiple industries, keeping customers happy and satisfied is essential.

Transportation 85

Transportation 85

AnswerConnect

APRIL 2, 2024

Considering hiring an answering service for your small business? Check out our guide to learn how it works and make the best choice for your business. The post How to choose the best answering service for your small business [with checklist] appeared first on AnswerConnect Blog.

Answering services 84

Answering services Customer Service 84

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers?

Analytics 85

Analytics Contact Center Technology Sales 85