Helpware

JULY 4, 2023

Advances in artificial intelligence (AI) have improved many aspects of our daily lives. The traffic app in your car that helps you get to places faster? Advertisements popping on your phone that seem to read your mind? Are social apps responding to your chat messages at odd hours? They’re all products of AI. Not surprisingly, customer support teams are also counting on artificial intelligence to expand their reach and provide better services.

Contact Center 80

Contact Center outsourcing Advertising Customer Support 80

Callminer

JULY 2, 2023

New research released by CCMA (Call Centre Management Association), supported by CallMiner, finds two out of three consumers are happy to be contacted about saving money by their service providers.

Management 182

Management 182

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Connect

JULY 5, 2023

‘Optichannel’ as the next generation of omnichannel. Give your customers what they want with optichannel contact centre capabilities. Modern consumers are demand and discerning. They want choice. They want a seamless customer experience (CX). And, most importantly, they want to dictate their own path to fulfilment. Is your contact centre equipped to give them what they want?

Abandon rate 76

Abandon rate Service level Technology Customer Experience 76

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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.

Balto

JULY 5, 2023

It feels like AI is no longer escapable, if it ever was. The surge in coverage and popularity of tools like chatGPT, Dall-E, and others in the past year has pushed AI’s capabilities to the forefront of questions and decisions happening in business as you read this. The contact center is no different. AI has taken our industry by storm and shows no signs of slowing down.

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

MiaRec

JULY 3, 2023

While adopting a Voice Analytics solution can improve agent performances and business operations, contact centers in highly regulated industries such as healthcare must ensure that any solution they adopt adheres to strict compliance regulations, lest they want to pay severe fines.

Healthcare 87

Healthcare Contact Center Analytics 87

Cisco - Contact Center

JULY 5, 2023

In part 1 of this series, “ Generative AI: State of Play, Part 1 ,” we examined some key topics regarding Generative AI.

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LiveVox

JULY 6, 2023

Business process outsourcing (BPO) moves fast, so staying ahead of the curve is essential to deliver exceptional customer experiences and drive business performance. The post Put Your Customers First With These 5 Trending BPO Technologies appeared first on LiveVox.

Technology 73

Technology Business Process Outsourcing outsourcing Customer Experience 73

Callminer

JULY 7, 2023

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.

Management 344

Management 344

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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

JULY 6, 2023

The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. You would not be impressed if I showed you pictures of this hotel. It looks to me like an old apartment complex that was painted yellow and converted into a hotel.

Government 195

Government Surveys Education Customer retention 195

CCNG

JULY 5, 2023

Throughout my career I’ve had the opportunity to lead and network with some amazing individuals and from time to time they have asked what it takes to move from Manager to Director. I think it’s one of the hardest transitions. I’ve seen plenty of individual contributors get promoted to managers, not because they are solid leaders but because they are great contributors.

Management 195

Management CCNG Contact Center Accountability 195

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Being nice and respectful is one thing, but there is more. There must also be a process behind delivering an amazing customer experience.

B2C 156

B2C B2B Feedback Customer Experience 156

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.

Personalization 153

Personalization Customer Service Customer Experience 153

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

Beyond Philosophy

JULY 1, 2023

__ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University. To learn more about Beyond Philosophy’s Suite of Services Click here. The post Here’s why the small things in your experience are the most significant appeared first on Beyond Philosophy.

Customer Experience 195

Customer Experience 195

kommunicate

JULY 6, 2023

Last Updated on July 6, 2023 The month of June was a big one for all of us folks here at Kommunicate. We launched the Campaign Messaging feature that has been in the works for quite some time now. More details about our major product updates here: 1. Campaign Messaging feature : The campaign messaging [.] The post Here’s Whats New From July 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.

Customer Support 98

Customer Support 98

CSM Magazine

JULY 3, 2023

In today’s digital age, search engine optimization (SEO) is crucial for businesses to enhance their online visibility and drive customer engagement. By implementing effective SEO strategies, you can improve your website’s search engine rankings, attract quality traffic, and increase customer interactions. In this comprehensive guide, we will explore powerful SEO tips that will help you boost customer engagement and create a strong online presence for your business.

Engineering 98

Engineering 98

AnomalySquared

JULY 7, 2023

Mastering customer service is essential for any business. Here are 6 tips for you to implement to offer your customers exceptional support.

Customer Service 104

Customer Service Customer Experience 104

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

AnswerConnect

JULY 4, 2023

Have you ever considered outsourcing your customer support? In today’s fast-paced customer-first world, providing excellent customer service is crucial for the success of any organization. Customers expect quick and efficient. The post When is the right time to outsource your customer support? appeared first on AnswerConnect Blog.

outsourcing 93

outsourcing Customer Support Customer Service 93

kommunicate

JULY 5, 2023

Last Updated on July 5, 2023 One purchase. Two scenarios. Imagine you buy the latest iPhone from an eCommerce store, and are returning to buy an accessory. Scenario 1: You get a welcome message as soon as you login that says, “Welcome back John! We are so glad to meet you. What do you want [.] The post Personalization At Scale: How Chatbots Can Drive Personalized Customer Experiences appeared first on Kommunicate Blog.

Personalization 97

Personalization Chatbots Customer Experience 97

Upstream Works

JULY 6, 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 Upstream Works | Next-Gen CX with Webex Contact Center Solutions appeared first on Upstream Works.

contact center solutions 78

contact center solutions Contact Center Management 78

Cisco - Contact Center

JULY 7, 2023

In today’s fast-paced digital landscape, businesses rely heavily on robust networking infrastructure to stay competitive and ensure smooth operations.

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93

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

Jon Arnold

JULY 5, 2023

This isn’t really an ICYMI post, and if you’re still wondering about what Avaya’s prospects look like, I think you’ll find my analysis a good read. I was offline all last week, and actually wrote this right after Avaya’s ENGAGE event in Orlando, so it was done before most of the subsequent writeups came out. For reasons unbeknownst to me, BCStrategies couldn’t get my writeup published until last Friday - right before the holiday weekend, when everyone is heading to the beach or a bbq.

Contact Center 83

Contact Center 83

kommunicate

JULY 2, 2023

Last Updated on July 2, 2023 The global E-commerce market According to Statista, the global E-Commerce market is expected to grow by 11.9% to reach a market volume of $5.47 trillion by 2027. Forbes says 20.8% of all retail purchases will take place online by 2023. The pandemic, people’s changing shopping preferences, and increased internet [.] The post Chatbot Revolution: 75% Of GAP’s Queries Streamlined by Kommunicate!!

Chatbots 84

Chatbots Marketing 84

AWS Machine Learning

JULY 6, 2023

Amazon SageMaker is an end-to-end machine learning (ML) platform with wide-ranging features to ingest, transform, and measure bias in data, and train, deploy, and manage models in production with best-in-class compute and services such as Amazon SageMaker Data Wrangler , Amazon SageMaker Studio , Amazon SageMaker Canvas , Amazon SageMaker Model Registry , Amazon SageMaker Feature Store , Amazon SageMaker Pipelines , Amazon SageMaker Model Monitor , and Amazon SageMaker Clarify.

SaaS 75

SaaS Accountability APIs Engineering 75

Cisco - Contact Center

JULY 5, 2023

Hidden where you would least expect it in Amish country, Pennsylvania, Rock Lititz 108-acre campus provides an ideal environment for the biggest names in live music to develop and perfect their live… Read more on Cisco Blogs

Entertainment 86

Entertainment 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

Cyara

JULY 6, 2023

Contact centers have always played a vital role in enhancing customer experience (CX), and in the post-COVID era, their significance has grown exponentially. With a market value of $461.1 billion in 2022, the global contact center industry is projected to reach $741.7 billion by 2030. In the customer journey, interactive voice response (IVR) systems have assumed an even more prominent position in delivering high-quality service.

Interactive Voice Response 67

Interactive Voice Response Contact Center Marketing Customer Experience 67

JivoChat

JULY 5, 2023

If you are a LinkedIn user and want to discover how to change LinkedIn URL, we have good news for you: it just takes a few clicks. The LinkedIn profile has become an important asset for getting a new job. The platform is used by recruiters from industries of different sectors all over the world to evaluate candidates. Therefore, it has become a common practice to ask candidates to insert their LinkedIn URLs in their curriculum vitae.

Accountability 75

Accountability Technology 75

AWS Machine Learning

JULY 3, 2023

Companies across various industries create, scan, and store large volumes of PDF documents. In many cases, the content is text-heavy and often written in a different language and requires translation. To address this, you need an automated solution to extract the contents within these PDFs and translate them quickly and cost-efficiently. Many businesses have diverse global users and need to translate text to enable cross-lingual communication between them.

Healthcare 69

Healthcare Engineering Accountability Management 69