ShepHyken
DECEMBER 26, 2023
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!
Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
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Fonolo
JANUARY 19, 2023
If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.
Nuance
MARCH 6, 2023
The global public attention that greeted the launch of ChatGPT has highlighted that we’re at a pivotal moment in the development of AI. As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. We’re delighted to introduce conversation [.] The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.
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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.
SQM Group
DECEMBER 12, 2023
This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 6, 2023
In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.
Upstream Works
SEPTEMBER 8, 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 What Does It Mean to Be Enterprise Ready for Today’s CX? appeared first on Upstream Works.
Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.
Callminer
SEPTEMBER 8, 2023
Bruce McMahon, VP of Product Management, shares updates from the 2023.09 release including enhancements to bulk export API capabilities, giving customers even more control over their data.
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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
Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
The Northridge Group
MARCH 14, 2023
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable, especially in the ultra-competitive modern healthcare marketplace. There are many different tactics that health providers can use to improve patient retention rates in 2023.
Bill Quiseng
DECEMBER 6, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.
Cyara
SEPTEMBER 28, 2023
Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.
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.
Cisco - Contact Center
JANUARY 10, 2023
As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results. Ending a chaotic 2022 with the Federal Reserve in their December meeting raising interest rates to control inflation another 50 basis points following four consecutive 75 basis point
AWS Machine Learning
DECEMBER 18, 2023
Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.
BlueOcean
OCTOBER 4, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?
ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
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!
HelpCrunch
JANUARY 6, 2023
In a world where customer experience is everything, brands must continually strive to make their services as customer centric as they can be. Walker’s report “Customer 2020” predicted that by 2022, price and product would [ … ]. The post How to Create Live Chat Survey Questions to Improve Customer Service appeared first on HelpCrunch blog.
Fonolo
JANUARY 17, 2023
If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion.
Callminer
SEPTEMBER 19, 2023
Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.
Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
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.
Jon Arnold
FEBRUARY 22, 2023
Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024. Speakers are already asking about coming back, and am keen to start mapping out the program.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
Cyara
SEPTEMBER 21, 2023
Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.
Cisco - Contact Center
NOVEMBER 30, 2023
Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
AWS Machine Learning
OCTOBER 30, 2023
Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure. You can choose from various FMs from Amazon and leading AI startups such as AI21 Labs, Anthropic, Cohere, and Stability AI to find the model that’s best suited for your use case.
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1
ShepHyken
NOVEMBER 14, 2023
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.
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