ShepHyken
APRIL 16, 2024
I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.
Beyond Philosophy
APRIL 18, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.
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CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. These terms are thrown around and used interchangeably. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
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.
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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.
AWS Machine Learning
APRIL 16, 2024
Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 12, 2024
Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they’re being watched. Therefore, it is important to remember that context and who’s doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure.
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
The Northridge Group
APRIL 15, 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 2 of our series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes w
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.
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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
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.
Cisco - Contact Center
APRIL 17, 2024
AI is transformative, driving huge productivity gains. The engine of AI — the data center — will grow substantially, maybe an order of magnitude or more over the coming years.
Amplifai Coaching Category
APRIL 16, 2024
Discover the Top Customer Service Leaders of 2024 and learn how they amplify CX for exceptional results.
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.
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.
AWS Machine Learning
APRIL 16, 2024
Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. It employs advanced deep learning technologies to understand user input, enabling developers to create chatbots, virtual assistants, and other applications that can interact with users in natural language.
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.
Cisco - Contact Center
APRIL 15, 2024
The ability to generate NetFlow from devices that do not natively produce it along with significant storage efficiency and improved workflows make for a significant update to CTB.
BlueOcean
APRIL 16, 2024
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.
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!
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.
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.
Topdown
APRIL 15, 2024
The customer experience is multifaceted and takes into account every interaction that a customer has with a brand and organization. How customers engage and interact with various organizations on the market is also a part of the customer experience. The customer experience is an extremely important aspect in running any business. The ways in which brands deliver a high-quality customer experience, though, have had to evolve alongside the rest of the marketplace over the years.
Cisco - Contact Center
APRIL 12, 2024
IT related outages and performance issues can inflict significant financial and operational harm on businesses, especially in critical sectors such as finance, healthcare, and e-commerce.
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.
Outsource Consultants
APRIL 15, 2024
Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Here’s why political call center procurement is unique, and what to consider when making your choice: Target the Right Audience, Through the Right Channel, at the Right Time Not all call centers are created equal.
ClearAction
APRIL 16, 2024
8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. These are revenue roadblocks. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.
Interactions
APRIL 16, 2024
How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.
delighted
APRIL 12, 2024
Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.
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.
Cisco - Contact Center
APRIL 18, 2024
Cisco’s advocacy community, Cisco Insider Advocates , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn … Read more on Cisco Blogs
Tethr
APRIL 17, 2024
Establish these first call resolution best practices to reduce operational costs and improve the customer experience.
CSM Magazine
APRIL 17, 2024
Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty. As a result, leaders are proceeding cautiously when it comes to expanding company headcount, including in the area of customer service – which is often one of the most
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