ShepHyken
JANUARY 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?
CCNG
JANUARY 15, 2025
As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real. In a world thats constantly evolving, best is usually just a nicer way of saying barely keeping up.
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Callminer
JANUARY 12, 2025
Read this blog to explore some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.
TeleDirect
JANUARY 15, 2025
Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US When evaluating the top call centers in the US , businesses often prioritize efficiency, technology, and scalability. However, one crucial factor that sets the best call centers , including the best inbound call center and best outbound call center , apart is their emphasis on empathy in customer service.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
AnswerConnect
JANUARY 8, 2025
What is a virtual receptionist and does your business need one? This guide looks at the benefits, features, and real-world success stories. Read now! The post Guide to virtual receptionists for Canadian companies appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
JANUARY 8, 2025
If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center.
Callminer
JANUARY 9, 2025
Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.
AWS Machine Learning
JANUARY 9, 2025
Digital lending is a critical business enabler for banks and financial institutions. Customers apply for a loan online after completing the know your customer (KYC) process. A typical digital lending process involves various activities, such as user onboarding (including steps to verify the user through KYC), credit verification, risk verification, credit underwriting, and loan sanctioning.
PeopleMetrics
JANUARY 13, 2025
Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. There are so many examples of this - Bed Bath & Beyond, Sears, Blockbuster, Kodak, Radio Shack. And the list goes on. Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
ShepHyken
JANUARY 14, 2025
One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.
TeleDirect
JANUARY 9, 2025
Benefits of Using a US-Based Call Center for Businesses The benefits of using a US-based call center for your business extend beyond just language and cultural alignment; they include improved customer satisfaction, faster response times, and compliance with domestic regulations. In an increasingly competitive market, businesses need every advantage to differentiate themselves, and a US-based call center offers a strategic edge.
Enghouse Interactive
JANUARY 13, 2025
Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.
Win the Customer
JANUARY 9, 2025
In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
PeopleMetrics
JANUARY 14, 2025
In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.
AWS Machine Learning
JANUARY 14, 2025
Large language model (LLM) based AI agents that have been specialized for specific tasks have demonstrated great problem-solving capabilities. By combining the reasoning power of multiple intelligent specialized agents, multi-agent collaboration has emerged as a powerful approach to tackle more intricate, multistep workflows. The concept of multi-agent systems isnt entirely newit has its roots in distributed artificial intelligence research dating back to the 1980s.
Concentrix
JANUARY 14, 2025
Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.
TeleDirect
JANUARY 13, 2025
Top Call Centers in the US: Why Choosing the Best Inbound Call Center Matters When searching for the top call centers in the US , businesses aim to find the best call center services that align with their needs, whether it’s for customer support, sales, or technical assistance. Among these, the best inbound call centers stand out for their ability to handle incoming customer inquiries with professionalism and efficiency, ensuring an exceptional customer experience.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Global Response
JANUARY 8, 2025
Read Time: 17 minutes Table of Contents Intro When a customer starts an inquiry online with a question in your live chat, but the conversation begins to warrant a deeper discussion, the customer may reach for the phone. When that happens, it’s important for the customer experience that the change of communication channel is a seamless handoff.
PeopleMetrics
JANUARY 10, 2025
When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?
CSM Magazine
JANUARY 15, 2025
Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact. There is a direct link between customer satisfaction and high FCR rates.
ROI CX Solutions
JANUARY 9, 2025
Read Time: 8 Minutes Table of contents Introduction Do you want to streamline your customer service operations but aren’t sure where to start? You’re about to discover 12 practical ways to automate your customer support. These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Key takeaways Data-driven decisions: Automated systems collect valuable customer interaction data, helping you spot trends and improve your service str
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
A Better Answer
JANUARY 13, 2025
Ensuring every customer call is answered promptly and professionally can be a game-changer for small to medium-sized businesses. Enter the virtual receptionist service: a modern solution that combines technology and remote human touch to manage calls and customer interactions efficiently. This article dives into the nuts and bolts of virtual receptionist services, highlighting their pivotal role in enhancing customer service and retention.
Global Response
JANUARY 8, 2025
Read Time: 4.5 minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Let’s jump in. Key takeaways Focus on cloud-based solutions and data security: The utility and popularity of cloud-based systems are driving a trend of growth in Contact Center as a Service (CCaaS) s
TeleDirect
JANUARY 13, 2025
Inbound vs Outbound Calls: What Is the Difference? When researching inbound vs outbound calls or seeking the top call centers in the US , understanding the fundamental differences between inbound and outbound calls is crucial. These two call center operations serve distinct purposes, each designed to address specific business needs. Whether you’re aiming to improve customer service, boost sales, or enhance brand reputation, knowing the role of each can help you choose the right American ca
CSM Magazine
JANUARY 15, 2025
Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. But how do you effectively train for something as complex as empathy? This is where AI-powered tools step in, offering innovative ways to sharpen these skills. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.
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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.
ROI CX Solutions
JANUARY 8, 2025
Read Time: 7.5 Minutes Table of contents 1. Cloud-based contact center software offerings continue to grow 2. Omnichannel offerings continue to rise 3. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Remote & hybrid workforces arent going anywhere 6. Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends t
AWS Machine Learning
JANUARY 9, 2025
As organizations navigate the complexities of the digital realm, generative AI has emerged as a transformative force, empowering enterprises to enhance productivity, streamline workflows, and drive innovation. To maximize the value of insights generated by generative AI, it is crucial to provide simple ways for users to preserve and share these insights using commonly used tools such as email.
TCN
JANUARY 15, 2025
Customer service is the lifeblood of any good business, and knowing how to serve your customers in the best way possible can make the difference between a good experience and a bad one. Competition between contact center businesses is increasing, and so is the need to stand out when it comes to customer satisfaction. Seeing […] The post Why Are Customer Service Analytics Important?
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