ShepHyken

APRIL 14, 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. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Customer Service 174

Customer Service B2C B2B Customer Experience 174

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.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Surveys 348

Surveys Customer Service Customer Experience 348

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.

Personalization 195

Personalization Marketing Sales Technology 195

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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

Surveys

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Technical Support 109

Technical Support Metrics Technology Customer Service 109

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Beyond Philosophy

APRIL 11, 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: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Upstream Works

APRIL 11, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

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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

Technology 76

Technology Brand ambassadors Contact Center Multichannel 76

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.

Customer Experience

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.

Customer Service 95

Customer Service Feedback Customer emotions Management 95

Cisco - Contact Center

APRIL 10, 2024

Cisco enters strategic partnerships like the one with Nutanix in order to leverage our strengths in data center infrastructure with the complementary strengths of industry leaders.

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Connect

APRIL 9, 2024

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.

Technology 98

Technology Customer Experience Management Cloud contact 98

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi

APIs 97

APIs Engineering Healthcare Education 97

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!

Feedback

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.

Accountability 71

Accountability Customer Experience Marketing 71

Tethr

APRIL 10, 2024

Traditional call listening is inefficient. Here are several ways you can use technology to effectively scale your call listening and improve agent performance.

Contact Center 94

Contact Center Technology 94

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.

Finance 93

Finance Healthcare Management 93

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.

Call Center 67

Call Center Telemarketing Self service Surveys 67

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.

Contact Center

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 90

B2C B2B Marketing Accountability 90

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019. AWS has had a long-standing collaboration with NVIDIA for over 13 years.

Entertainment 83

Entertainment Marketing Best practices Technology 83

Ambs Call Center

APRIL 9, 2024

Setting up call forwarding for the first time may appear intimidating, but fear not! Once you understand how it works, you'll find it surprisingly simple. So. how exactly does it work?

Answering services 87

Answering services 87

Cisco - Contact Center

APRIL 12, 2024

Join the competition of a lifetime on May 2, 2024. Where alumni who had the spark to train hard can compete on the grandest stage of all: the Cisco-Athlon.

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Advertiser: ZoomInfo

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

Accountability

Kapta Customer Success

APRIL 15, 2024

Are you forcing your account managers to use pre-sale tools to do post-sale activities? If you’re one of the 22.9 percent of businesses using Salesforce, this might be you.

Accountability 59

Accountability Management Sales CRM 59

Help Scout

APRIL 15, 2024

As we venture into this next season of support, where AI will make our landscape more competitive and providing human support will become more demanding, what kinds of skills should we be developing?

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Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 67

Customer Service Chatbots Analytics Big data 67

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu options that provide no answers, just more questions.

Virtual Agent 66

Virtual Agent Interactive Voice Response Call flow Contact Center 66

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Cisco - Contact Center

APRIL 11, 2024

It’s one thing to claim leadership in cloud security; it’s another to have that leadership acknowledged by industry experts.

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ConvergeOne

APRIL 15, 2024

As technology advances and work environments become increasingly decentralized, many organizations face unique challenges in ensuring the security of their data and networks. An innovative approach that continues to gain significant traction is Secure Access Service Edge (SASE). This comprehensive cybersecurity framework combines networking and security functionalities, offering a strategic solution to protect against a wide range of threats.

Technology 52

Technology 52

CSM Magazine

APRIL 15, 2024

Have you been having problems at your place of employment, and do you think that it may be time to hire a lawyer to help you deal with the issues successfully? Perhaps you’re experiencing harassment or discrimination, or you have unpaid wages, or you’ve been the victim of wrongful termination…Whatever the case, hiring professionals is your best bet at fighting the case and winning it.

Consulting 52

Consulting Consulting Education 52