SQM Group

FEBRUARY 13, 2024

In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Contact Center 81

Contact Center Technology Customer Experience 81

Tethr

FEBRUARY 14, 2024

Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.

Call Center 84

Call Center Metrics Customer Experience 84

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.

Call Center 99

Call Center Contact Center Management Customer Service 99

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.

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

CCNG

FEBRUARY 14, 2024

Customers want service when they want it, the way they want it, and in the channel that works for them. In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution?

Contact Center 195

Contact Center At home agents Coaching Management 195

CustomerServ

FEBRUARY 14, 2024

Discover key insights on call center agent engagement in the booming BPO industry. Our global study offers valuable feedback for enhancing the agent experience.

Call Center 62

Call Center Feedback 62

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. For businesses poised to embark on this transformative journey, the preparation phase is critical. Here’s a comprehensive guide to setting the stage for successful AI integration, ensuring your call center not only adapts to the demands of modern customer service but excels at them.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

TCN

FEBRUARY 14, 2024

Artificial Intelligence is taking call centers by storm, but some still have reservations about how. The post How to Effectively Use AI to Boost Your Call Center’s Customer Service appeared first on TCN.

Customer Service 52

Customer Service Call Center call center software 52

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

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

Beyond Philosophy

FEBRUARY 16, 2024

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.

Construction 221

Construction Personalization 221

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operationa

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

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

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

Customer Experience 341

Customer Experience Transportation Airlines Customer Service 341

Beyond Philosophy

FEBRUARY 15, 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: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Totango

FEBRUARY 13, 2024

On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

Upselling 105

Upselling SaaS Accountability Enterprise 105

AWS Machine Learning

FEBRUARY 16, 2024

Today, we are excited to announce that Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.

Engineering 108

Engineering Technology Management 108

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

FEBRUARY 12, 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. Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return.

Customer Service 163

Customer Service Self service Personalization Marketing 163

CSM Magazine

FEBRUARY 15, 2024

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion.

Customer Service 105

Customer Service Customer centricity Sales Marketing 105

Cisco - Contact Center

FEBRUARY 14, 2024

Cisco Live EMEA 2024 is now in the books—what an incredible four days! The atmosphere was alive with the anticipation of the innovation and opportunity that lies ahead of us.

Management 105

Management 105

VirtualPBX

FEBRUARY 15, 2024

In the business world, every interaction counts. Whether you’re reaching out to potential clients, following up with leads, or connecting with existing customers, the ability to connect effectively is crucial. This is where features like Dynamic Caller ID come into play; one of four strategic Add-Ons available right on the VirtualPBX dashboard.

Enterprise 103

Enterprise Call Center Sales Metrics 103

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

AWS Machine Learning

FEBRUARY 13, 2024

Amazon SageMaker Feature Store is a fully managed, purpose-built repository to store, share, and manage features for machine learning (ML) models. Features are inputs to ML models used during training and inference. For example, in an application that recommends a music playlist, features could include song ratings, listening duration, and listener demographics.

Accountability 103

Accountability Government Engineering Scripts 103

Lumoa

FEBRUARY 13, 2024

Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C

Feedback 83

Feedback Accountability Management Personalization 83

Cisco - Contact Center

FEBRUARY 15, 2024

From work style to vehicle choice, hybrid has become the new norm. In fact, we are surrounded by use cases that need a hybrid approach to problem solving. And as we all know, networks are evolving.

98

98

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services. From the rise of e-commerce to the influence of social media, the digital realm has transformed how businesses connect with their audience.

Marketing 98

Marketing Engineering industry standards Advertising 98

Advertisement

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

AWS Machine Learning

FEBRUARY 13, 2024

This post is co-written with Santosh Waddi and Nanda Kishore Thatikonda from BigBasket. BigBasket is India’s largest online food and grocery store. They operate in multiple ecommerce channels such as quick commerce, slotted delivery, and daily subscriptions. You can also buy from their physical stores and vending machines. They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns.

Engineering 98

Engineering Gamification Scripts Big data 98

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Cisco - Contact Center

FEBRUARY 16, 2024

Since the European Union (EU) signed the second version of the Network and Information Security (NIS2) Directive in December 2022, there has been a real frenzy all around Europe about it.

Engineering 98

Engineering Management 98