ShepHyken
APRIL 22, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.
Beyond Philosophy
APRIL 19, 2024
“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today’s world, storytelling is crucial in various aspects of business, including marketing.
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Bill Quiseng
APRIL 17, 2024
QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
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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.
24-7 InTouch
APRIL 17, 2024
Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. The Asia-Pacific Stevie Awards recognize innovation in the workplace in all 29 markets of the Asia-Pacific region. IntouchCX was awarded Gold in: Innovative Achievement in International Expansion Most Innovative Contact Center of the Year Most Innovative Customer Serv
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
APRIL 19, 2024
Amazon Personalize is excited to announce automatic training for solutions. Solution training is fundamental to maintain the effectiveness of a model and make sure recommendations align with users’ evolving behaviors and preferences. As data patterns and trends change over time, retraining the solution with the latest relevant data enables the model to learn and adapt, enhancing its predictive accuracy.
Cisco - Contact Center
APRIL 22, 2024
Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.
A Better Answer
APRIL 22, 2024
Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.
The Northridge Group
APRIL 22, 2024
In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.
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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
Integrity Solutions
APRIL 19, 2024
Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.
AWS Machine Learning
APRIL 18, 2024
This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.
Cisco - Contact Center
APRIL 22, 2024
When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.
C3Centricity
APRIL 23, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
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.
A Better Answer
APRIL 18, 2024
Professional call handling is a nuanced strategy that transforms every customer interaction into an opportunity to strengthen brand loyalty and enhance satisfaction. It operates on the premise that each call is not just a query or concern but a pivotal touchpoint with your brand. By prioritizing elements like empathetic communication, prompt issue resolution, and personalized service, businesses can significantly elevate the quality of their customer interactions.
Outsource Consultants
APRIL 18, 2024
In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it out. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. The issue? KPI tunnel vision is holding your CX initiatives back.
AWS Machine Learning
APRIL 18, 2024
See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.
Cisco - Contact Center
APRIL 19, 2024
Cisco’s 7th annual Partner Innovation Challenge has ascended to global prominence, captivating partners from an astounding 96 countries and distributing over $3.3 million USD in collective rewards.
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!
Helpware
APRIL 23, 2024
Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.
Ambs Call Center
APRIL 18, 2024
If you’ve found having to stay up late to answer work calls tiring, you're not alone. You've also likely heard of the solution: an after hours answering service.
Tethr
APRIL 17, 2024
Establish these first call resolution best practices to reduce operational costs and improve the customer experience.
AWS Machine Learning
APRIL 22, 2024
Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With SageMaker HyperPod, you can train FMs for weeks and months without disruption. Typically, HyperPod clusters are used by multiple users: machine learning (ML) researchers, software engineers, data scientists, and cluster administrators.
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.
Cisco - Contact Center
APRIL 18, 2024
Earth Day was founded in the United States on April 22, 1970, to mark the emergence of the modern environmental movement, and it inspired more than 20 million Americans to take action.
Integrity Solutions
APRIL 23, 2024
High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The annual NFL Draft is always full of intrigue for many reasons. The real-time drama unfolds as teams select what they consider to be the best 256 college football prospects over a three-day period.
Connect
APRIL 18, 2024
By Martin Cross, CTO at Connect. Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of pl
Interactions
APRIL 19, 2024
At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation.
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.
OctopusTech
APRIL 18, 2024
Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake.
Cisco - Contact Center
APRIL 22, 2024
As one of the largest technology companies in the world, it is critical for Cisco to operate in a way that helps to protect our planet.
TeamSupport
APRIL 23, 2024
In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.
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