ShepHyken
JULY 26, 2022
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.
Beyond Philosophy
JULY 23, 2022
We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.
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CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center.
Contact Center Pipeline
JULY 27, 2022
If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].
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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.
ShepHyken
JULY 29, 2022
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JULY 25, 2022
Read this post to learn tips and best practices for adopting an innovative sales methodology.
TechSee
JULY 28, 2022
The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 compared to about $8 per live contact. .
ShepHyken
JULY 27, 2022
One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on.
Totango
JULY 29, 2022
Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .
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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
CSM Magazine
JULY 28, 2022
For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”. That standard applies not only to the quality, aesthetics, and safety of the built environments UMC creates, but also to the systems its people use to manage and grow the business.
Kayako
JULY 28, 2022
Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email.
VirtualPBX
JULY 28, 2022
If you’re looking for a new phone number, you may want to consider getting one with the area code of your business location. Local phone numbers are more credible and let people know your company’s location. But what if you’re using your personal line for work? In that case, local numbers offer even more benefits. Here’s how small businesses can get a local phone number: Why You Should Get A Local Phone Number.
Quality Contact Solutions
JULY 26, 2022
After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. So instead, we’ve found that the sum of all the parts makes the most compelling scripts. The S Word The word ‘script’ is nuanced and has a perceived negative stigma, but why?
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.
Netomi
JULY 26, 2022
Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise. One prediction is that the rebundling of financial services will lead to the “neo-super-app,” which will offer multiple services within one single tool, such as banking produc
Spearline
JULY 28, 2022
Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s Cloud PBX Voice Quality Test , you can find out. The Cloud PBX Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.
Nicereply
JULY 25, 2022
Are you considering a career as a customer service representative? There is no better time than now! Believe it or not, the summer season is a great time for finding a new job. Companies aren’t so busy and you have a lot of time to take some rest and prepare for an interview. Almost 50% of American employees are considering a change of job and remote work is getting more attractive than ever before.
Momentum Telecom
JULY 26, 2022
Read through our checklist to see if your cloud service providers are meeting your needs or coming up short: Download Checklist. The post (Checklist) Is Your Business Thriving With Your Existing Cloud Services? appeared first on Momentum Telecom.
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!
AWS Machine Learning
JULY 29, 2022
Customer satisfaction is a potent metric that directly influences the profitability of an organization. With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways: Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more.
Spearline
JULY 28, 2022
Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s MS Teams Voice Quality Test , you can find out. The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.
Quadient
JULY 25, 2022
Aspire Leaderboard Transforms its Grids for an Evolving CCM Market. Marissa Feigen. Tue, 07/26/2022 - 02:35. Every year, the Quadient team, along with our customers, partners, and future customers, eagerly anticipate the updated Aspire Leaderboard. This year’s Leaderboard reflects several major shifts in the industry, with three critical updates that make it easier to plan customer communication transformation projects.
Russel Lolacher
JULY 26, 2022
In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. A few reasons he is awesome – he is the President and Owner of Nater Associates, Ltd. a human resource security management consulting practice, and has more than three decades of federal law enforcement, investigative, program management and security ex
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.
Quiq
JULY 28, 2022
We hate to break it to you, but the customer experience is getting worse. Okay, maybe you already knew that. With staffing shortages, supply chain disasters, inflation, and a looming recession, there’s a lot going on. And customer service seems to be bearing the brunt of it. Forrester’s Consumer Index Ratings showed a big drop in the quality of customer experiences.
Fonolo
JULY 28, 2022
Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards.
CSM Magazine
JULY 28, 2022
According to Redfin, the typical U.S. asking rent passed $2,000 for the first time in May, and in Manhattan rents are skyrocketing to as much as $5,000 a month as COVID-era concessions go by the wayside. Unexpected price tags overnight that just keep increasing keep rent a mainstream conversation, but what do renters think about the highest rent prices in recent years?
Nuance
JULY 29, 2022
Growth happens from experience and diving into unknown situations. For most, this summer is your first internship experience, and it may have been nerve-wracking and unknown at the beginning. Take a moment to look back on who you were on the first day of the internship and who you are now. You have added to [.]. The post Dear Nuance Interns, appeared first on What’s next.
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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.
AWS Machine Learning
JULY 26, 2022
In the end, it came down to 213 thousandths of a second! That was the difference between the two best times in the finale of the first AWS AWS DeepRacer Student Wildcard event hosted in Ottawa, Canada this May. I watched in awe as 13 students competed in a live wildcard race for the AWS DeepRacer Student League, the first global autonomous racing league for students offering educational material and resources to get hands on and start with machine learning (ML).
Eptica
JULY 29, 2022
Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Published on: July 29, 2022. Author: Pauline Ashenden - Demand Generation Manager Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service.
COPC
JULY 25, 2022
Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Watch the outcomes from live conversations as experts give practical insight into what does and doesn’t work.
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