Beyond Philosophy

JUNE 3, 2023

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy. The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn’t mean you get to spend it. Quite the contrary. You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again.

Personalization 195

Personalization Management Customer Experience 195

ShepHyken

JUNE 5, 2023

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 comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

Customer Service 156

Customer Service Customer Experience Customer Support Chatbots 156

ShepHyken

MAY 30, 2023

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

Customer Service 390

Customer Service Customer Experience Wait times Marketing 390

Callminer

JUNE 2, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

Management 182

Management 182

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

contact center associations

CCNG

MAY 31, 2023

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Thirty minutes later, as we sat down to the dinner table, the phone rang. I got out of my chair and answered the phone. It was my boss. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

Customer Experience 156

Customer Experience Analytics Feedback Chatbots 156

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

Accountability 195

Accountability Call Center Customer Experience Management 195

Callminer

MAY 29, 2023

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

182

182

CCNG

MAY 31, 2023

According to recent studies: 50.5 Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged. Cost - $7.8 Trillion, 11% global GDP (Gallup 2022 SoW Report) 56% of women senior leaders are stressed, with 46% of women senior leaders burnout, 40% are looking for a new role (Deloitte Woman at Work 2022) Toxic Culture is the #1 rated predictor of attrition (MIT Sloan Review Jan 2022) The question is why?

CCNG 195

CCNG Consulting Consulting Education 195

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

Government

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

Technology 109

Technology Customer Service Contact Center Customer Support 109

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Airlines 156

Airlines Customer Experience Customer Service Personalization 156

Tethr

MAY 29, 2023

Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.

Customer Experience 162

Customer Experience 162

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

Customer Experience 97

Customer Experience Customer Service Personalization Management 97

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

Customer Service 105

Customer Service Chatbots Customer Experience Surveys 105

Cisco - Contact Center

JUNE 2, 2023

Cisco is a partner of the Amazon Security Lake, supporting the Open Cybersecurity Schema Framework At AWS re:Invent 2022, Cisco was proud to be a launch partner for Amazon Security Lake , a new AWS… Read more on Cisco Blogs

97

97

Tethr

MAY 29, 2023

Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.

Customer effort 146

Customer effort 146

AWS Machine Learning

MAY 31, 2023

PyTorch is a machine learning (ML) framework based on the Torch library, used for applications such as computer vision and natural language processing. One of the primary reasons that customers are choosing a PyTorch framework is its simplicity and the fact that it’s designed and assembled to work with Python. PyTorch supports dynamic computational graphs, enabling network behavior to be changed at runtime.

APIs 105

APIs Scripts Accountability Best practices 105

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.

contact center workforce 95

contact center workforce Contact Center Best practices Management 95

ChurnZero

JUNE 2, 2023

A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. The risk of churn was high since the new point of contact indicated they wanted to make some changes. “I just want you to know I’m probably going to replace you all with another tool,” the customer said.

SaaS 90

SaaS Accountability Personalization Management 90

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

Journey mapping 96

Journey mapping Customer Experience Airlines Customer Service 96

Tethr

MAY 29, 2023

When the call is over, the job is done. Right? Next Issue Avoidance is the art of solving the customer's second problem on the first call.

147

147

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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

Contact Center

AWS Machine Learning

MAY 31, 2023

Running machine learning (ML) workloads with containers is becoming a common practice. Containers can fully encapsulate not just your training code, but the entire dependency stack down to the hardware libraries and drivers. What you get is an ML development environment that is consistent and portable. With containers, scaling on a cluster becomes much easier.

Scripts 101

Scripts Accountability Management Technology 101

Upstream Works

JUNE 1, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Management 78

Management 78

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.

Chatbots 90

Chatbots Marketing Customer Experience 90

Cisco - Contact Center

MAY 31, 2023

Keeping an organization secure has a few basic steps that haven’t changed over the years: identify threats, respond and neutralize them, and put measures in place to prevent them in the future.

90

90

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Customer centricity

Tethr

MAY 29, 2023

Reducing customer effort is difficult to measure, but one large insurance company is using Tethr to track advocacy to deliver serious results.

Customer effort 142

Customer effort 142

AWS Machine Learning

MAY 31, 2023

The Amazon SageMaker Python SDK is an open-source library for training and deploying machine learning (ML) models on Amazon SageMaker. Enterprise customers in tightly controlled industries such as healthcare and finance set up security guardrails to ensure their data is encrypted and traffic doesn’t traverse the internet. To ensure the SageMaker training and deployment of ML models follow these guardrails, it’s a common practice to set restrictions at the account or AWS Organizations level throu

APIs 100

APIs Scripts Accountability Enterprise 100

Nuance

JUNE 1, 2023

… WellSpan Health expands access to care with Nuance DAX Read More » The post WellSpan Health expands access to care with Nuance DAX appeared first on What’s Next blog.

Healthcare 82

Healthcare 82