Enghouse Interactive

JUNE 24, 2021

Customer Satisfaction Ratings Improve as agents interface with callers on a more direct basis, they can better empathize and show customers how to resolve issues instead of explaining how. Find out more about how innovative companies are using video so that you can deliver the best Customer Experience (CX) possible. .

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

TechSee

NOVEMBER 26, 2020

How AR Can Improve Field Services. Let’s look at the four scenarios and see how augmented reality technology can streamline, support, and improve field services. Now more than ever, many businesses are searching for effective ways to improve field service. Augmented Reality and Field Services. Four Field Service Operating Models.

Management 109

Management Automotive Accountability Self service 109

Fonolo

NOVEMBER 26, 2019

When crisis strikes, it’s critical that everyone is on the page, working together, and ready to take action to alleviate the problem and get back to business as soon as possible. . Preparation is the key to success for any customer service arm, or call center. Create a Crisis Contingency Plan. Have a Crisis Contingency Team.

Call Center 75

Call Center Telecommunications Construction Banking 75

Customer Service Life

MARCH 6, 2019

Here’s how the conversation went: Representative : Thank you for calling. How can I help you today? But did you notice how they cut me off before I was done talking? While we’re all guilty of cutting people off on the phone by accident, this one was no accident and there was no apology. It’s official.

Scripts 92

Scripts Contact Center Coaching Metrics 92

Enghouse Interactive

JANUARY 27, 2021

In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Nicereply

MAY 26, 2020

Work with data team on CSAT analysis trends. A strong work ethic, teamwork, flexibility are all examples of soft skills. Super important too, but how do you measure someone’s teamwork skills? In this post, we explore which skills are most important in a customer service role and how you can develop your skillset.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

NICE inContact

MAY 10, 2019

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. Emotions rise, and customers eventually want one thing: gratification. Take a deep breath.

Contact Center 80

Contact Center Scripts Customer Experience Management 80

CSM Magazine

NOVEMBER 22, 2021

Every company has found itself in a much different reality as a result of the present global COVID-19 pandemic, which has driven them into remote work scenarios. With large shifts in the ways of working, we’ve seen most companies have adapted to 100% remote work quite effectively. Enhances the decision-making process.

Management 52

Management Morale Technology Personalization 52

JivoChat

NOVEMBER 21, 2021

Since the approach they found worked successfully, they were not going to study an incomprehensible type of implementation of their services through marketing. They have already learned how to calculate the cost of attracting one client and know what the average check is. This bridge connects marketing and sales in IT.

Marketing 52

Marketing Sales outsourcing Best practices 52

Liveops

OCTOBER 4, 2018

Customer Service Appreciation Week is the perfect time to reflect on how to show gratitude all year long. Full disclosure: I am the Senior Vice President of Marketing at Liveops and have worked in marketing for my entire career. The best kudos stand alone, so resist the urge to tag on criticism, no matter how minor it seems to you.

Customer Service 48

Customer Service Feedback Education Best practices 48

AWS Machine Learning

JANUARY 9, 2023

In this post, we show you how to get started with Amazon Kendra Intelligent Ranking for self-managed OpenSearch, and we provide a few examples that demonstrate the power and value of this feature. If you’ve had the opportunity to build a search application for unstructured data (i.e.,

Scripts 78

Scripts APIs Engineering Transportation 78

Call Experts

SEPTEMBER 22, 2022

Depending on the complexity of your products and services, creating and distributing the answers to your FAQ may be easy or require more work. . Depending on the complexity of your products and services, creating and distributing the answers to your FAQ may be easy or require more work. . What are Customer Service FAQ Questions?

Customer Service 52

Customer Service Education Call Center Construction 52

AWS Machine Learning

FEBRUARY 8, 2024

This post highlights how you can use Agents and Knowledge Bases for Amazon Bedrock to build on existing enterprise resources to automate the tasks associated with the insurance claim lifecycle, efficiently scale and improve customer service, and enhance decision support through improved knowledge management.

APIs 118

APIs Scripts Enterprise Management 118

Clarabridge

SEPTEMBER 17, 2015

Preparing for a crisis situation is not typically the first thing that comes to mind when you are starting to create your social media team. To help you prepare for the latter, you need to have a plan in place to take control of the situation and manage customer sentiment. So how do you make sure your team is up for the challenge?

Marketing 74

Marketing Feedback Management Customer Service 74

CX Journey

NOVEMBER 28, 2014

Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. Reaching the Cruachan Dam, the air grows increasingly cooler and damper. Morale, you see, has reached an all-time low.

Morale 63

Morale Journey mapping Construction Surveys 63

CallSource Insights

NOVEMBER 18, 2019

Learn how to make incentive plans and types of performance-based incentive plans that work for employees. Incentive plans are used to give your employees something in exchange for doing specific, goal-oriented work. How to create an incentive plan. What is an incentive plan? The objective of an incentive plan.

Morale 45

Morale Management Sales Coaching 45

Infinity

JUNE 24, 2019

The focus of the day was undeniably on search marketing, but we were particularly impressed by how much actionable advice there was for marketers of all stripes. A recent Nielsen study highlighted how creativity in advertising was the aspect most likely to lead to a sale. 1) Creativity isn’t mythical, it’s learnable.

Marketing 40

Marketing Advertising Engineering Analytics 40

CSM Magazine

OCTOBER 28, 2016

Great leaders not only understand how to engage and inspire their teams to get the best results — they understand the need to create participatory and collaborative processes that develop the abilities of the next generation of leaders. Successful companies do not happen by accident. Leadership lays the groundwork for success.

Consulting 40

Consulting Consulting Personalization Feedback 40

SmartKarrot

JANUARY 15, 2021

Let’s use a case study to explore both the benefits of smooth coordination and how to identify areas requiring collaboration. A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. When these functions aren’t aligned–you lose.

SaaS 19

SaaS CRM Transportation Accountability 19

AWS Machine Learning

APRIL 17, 2024

This post walks you through the Open Source Observability pattern for AWS Inferentia , which shows you how to monitor the performance of ML chips, used in an Amazon Elastic Kubernetes Service (Amazon EKS) cluster, with data plane nodes based on Amazon Elastic Compute Cloud (Amazon EC2) instances of type Inf1 and Inf2.

APIs 88

APIs Metrics Accountability Management 88

CSM Magazine

MARCH 25, 2020

If you’ve been injured by a defective product, chances are you have medical bills and you’ve missed work. In cases resulting in serious injuries, the injured party may lose the ability to work altogether. If you have medical bills and you’ve missed work after an accident, you may be wondering whether or not you should get a lawyer.

Transportation 40

Transportation Consulting Consulting Personalization 40

Creative Virtual

APRIL 9, 2020

In this third and final instalment, let’s explore how this technology can be used to deliver a positive employee support experience. Organisations of all sizes and across all industries are being faced with difficult decisions as they work to keep employees safe during the COVID-19 pandemic.

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

Comm100

OCTOBER 18, 2018

64% of retailers are preparing internally to meet customer expectations this holiday season by transforming processes to become more agile and customer-focused. Getting your agents prepared is key to delivering great holiday season customer experiences. Holiday shopping season isn’t easy. Set your agents up for success.

Customer Service 41

Customer Service Wait times Feedback Customer Support 41

LiveChat

NOVEMBER 22, 2019

For ecommerce businesses, it means more customers, more money, but also more work for support teams. How to do that while handling the never-ending storm of chats, emails, and calls? How to make chatbot work during the holiday season. It’s a big holiday season for retail. Bigger than 80’s hair. Make it rain.

Customer Service 83

Customer Service Chatbots Personalization Sales 83

Provide Support

SEPTEMBER 1, 2015

There are many talks today around how to create a winning customer experience. So how do you go about winning and keeping customers? How does it come that despite all the efforts the companies couldn’t achieve the desired results and were so badly mistaken about their real performance? A Huge Customer Experience Gap.

Customer Experience 85

Customer Experience Best practices Feedback Surveys 85

Natalie Petouhof

MAY 11, 2016

When I asked them if they could only leave the audience with a few 1-3 thoughts, what would they be, here’s how they responded: Brian Popowitz. I’m in the business of working with musicians to aggregate an audience, build affinity between the audience/artist, and monetize the affinity an artist has with their audience.

Advertising 40

Advertising Marketing Accountability Personalization 40

RichCall

SEPTEMBER 13, 2017

As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Companies start focusing on channels that provide robotic customer support with a human touch, according to the Global Contact Centre Benchmarking Report, Dimension Data 2017. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

AWS Machine Learning

MAY 1, 2023

Today, we are happy to announce that with Amazon SageMaker Data Wrangler , you can perform image data preparation for machine learning (ML) using little to no code. Data Wrangler reduces the time it takes to aggregate and prepare data for ML from weeks to minutes. In this post, we show an example of how to use this feature.

Scripts 90

Scripts Big data Engineering Enterprise 90