Callminer

AUGUST 4, 2023

CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.

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345

Callminer

JULY 7, 2023

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.

Management 344

Management 344

ShepHyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?

Surveys 187

Surveys Education Enterprise Technology 187

ShepHyken

JANUARY 16, 2023

Top Customer Experience Trends You Should Watch in 2023 by Scott Clark. Here’s a look at the top CX trends that brands should be aware of in 2023. My Comment: We’re still in January, which means people are still publishing their predictions and trends for 2023. Customers love it when you know and understand them.

Customer Service 42

Customer Service Benchmark Customer centricity Customer Experience 42

Beyond Philosophy

JANUARY 21, 2023

Therefore, we took another pass at the questions that can help your organization gain growth in 2023. The post 7 key strategic questions essential for gaining growth in 2023 appeared first on Beyond Philosophy. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too.

Customer centricity 44

Customer centricity Consulting Consulting Surveys 44

CCNG

OCTOBER 26, 2024

Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

Beyond Philosophy

DECEMBER 29, 2023

In this episode, we look back at what we learned in 2023 and how it can help us in 2024. The post 6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 appeared first on Beyond Philosophy. Achieving a customer-centric organization isn’t an overnight switch. Please tell us how we are doing!

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

JANUARY 7, 2023

In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. The post An Authoritative view: Three Pioneers of CX predict big changes in 2023 appeared first on Beyond Philosophy. Customer science looms on the horizon.

Consulting 221

Consulting Consulting Customer Experience Surveys 221

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. The post Unlocking Success in 2024 With These 6 Essential Learnings From 2023 appeared first on Beyond Philosophy.

Customer centricity 243

Customer centricity Morale Finance Education 243

TechSee

MARCH 7, 2023

Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year. Genia is a change agent and problem solver, and an expert at developing and motivating highly effective, cross-functional, cross-cultural global teams.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. So, what can we expect from customer service trends in 2023?

Customer Service 169

Customer Service Chatbots Self service Customer Care 169

Callminer

MAY 8, 2023

Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.

Management 344

Management Customer Experience 344

ShepHyken

MARCH 10, 2025

Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.

Chatbots 196

Chatbots Customer centricity Metrics Feedback 196

Callminer

SEPTEMBER 25, 2023

Read this blog to get the details on the 2023 CallMiner CX Landscape Report. The “more with less” economy has driven AI adoption as organizations strive to optimize CX.

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Callminer

MAY 23, 2023

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

Call Center 345

Call Center Customer Service 345

ShepHyken

JANUARY 9, 2023

Customer Experience Predictions for 2023 by Dan Gingiss. 23 Things Every Contact Centre Manager Needs to STOP Doing in 2023 by Call Centre Helper. 11 Customer Experience Themes for 2023 by John DiJulius. 23 Ways to Create an Amazing Experience In 2023 by Shep Hyken. Here are my top five picks from last week.

Customer Service 33

Customer Service Consulting Consulting Customer Experience 33

Lumoa

SEPTEMBER 1, 2023

content Lumoa Product News for August 2023 Hey everyone! The post Product News – August 2023 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Thanks for reading!

B2C 147

B2C Feedback Accountability Marketing 147

ShepHyken

JANUARY 23, 2023

To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world. Follow on Twitter: @Hyken The post 5 Top Customer Service Articles of the Week 1-23-2023 appeared first on Shep Hyken.

Customer Service 37

Customer Service Contact Center Self service Consulting 37

Callminer

MAY 15, 2023

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

Healthcare 344

Healthcare 344

ShepHyken

OCTOBER 9, 2023

Here’s some proof: the 2023 CX trends report by Chatmeter found that 28% of consumers want to read negative reviews! In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience.

Customer Service 174

Customer Service Airlines Customer Experience Technology 174

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As we look to 2023, let’s consider what will carry over from last year, and what we can expect to see more of in 2023. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 35

Customer Service Customer retention Education Surveys 35

ShepHyken

OCTOBER 6, 2023

In 2023, businesses face unique challenges in understanding and retaining their customer base. In this piece, we will help you navigate the intricacies of building customer loyalty and how to use unconventional tools and technology to achieve success. month), Business plan ($739.7/month),

CRM 169

CRM Analytics Feedback Sales 169

Callminer

MAY 5, 2023

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

Management 242

Management 242

ShepHyken

SEPTEMBER 10, 2023

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service.

Customer Service 220

Customer Service B2C Customer retention B2B 220

ShepHyken

NOVEMBER 14, 2024

in 2023, with a projected increase to 31.2% Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities. Agent attrition jumped from 21.8% in 2022 to 28.1% However, AI is helping businesses counter this trend in a big way.

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. Here are 100 fresh statistics about the state of customer experience in 2023. Here are my top five picks from last week. But they have to understand their customers and the industry first.

Customer Service 31

Customer Service Customer Experience Technology Marketing 31

ShepHyken

MAY 22, 2023

The State of Social Media 2023: Business Leaders Weigh in on What’s Next by Jamie Gilpin (Sprout Social) Emerging technologies, rising consumer expectations and a shifting social media marketing landscape have left many with questions on how to navigate this changing terrain.

Customer Service 35

Customer Service Customer retention Best practices Customer Experience 35

TechSee

JANUARY 25, 2023

Top Field Service Management Influencers in 2023 John Carroll, CEO, Service Council Bob Feiner joined Dell Technologies in 1999 and currently serves as Senior Vice President of Dell EMC’s Global Deployment and Field Services business.

Automotive 41

Automotive Management Enterprise B2B 41

ShepHyken

OCTOBER 29, 2023

According to the 2023 Customer Loyalty Index findings, the US experienced a drop in brand loyalty by more than 10%, from 7% to 68%. If you can win over your customers so that they wouldn’t consider a competitor, you are in an enviable position. And if that’s your goal, it looks like it will be harder to attain.

Customer Service 179

Customer Service Marketing Customer retention Customer Experience 179

ShepHyken

MAY 28, 2023

BONUS Best Customer Experience Books to Read in 2023 by Justin Herrick (Medallia) CX leaders and new practitioners alike, here are the best customer experience books to add to your reading list. I’ve personally read nine of the eleven books featured on this list.

Customer Service 167

Customer Service B2C Customer centricity Government 167