Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience 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: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.

Advertising 195

Advertising Customer Experience Feedback Sales 195

CCNG

MAY 8, 2024

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.

Analytics 195

Analytics CCNG Quality management Call Center 195

ShepHyken

MAY 5, 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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 180

Customer Service B2C B2B Customer Care 180

Callminer

MAY 8, 2024

Forrester Research has named CallMiner a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

182

182

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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.

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Contact Center 109

Contact Center Technology Consulting Consulting 109

VirtualPBX

MAY 8, 2024

In the ever-evolving landscape of technology, traditional POTS (Plain Old Telephone Service) lines are fast becoming obsolete. This transition holds significant implications for various sectors, including homeowner associations (HOAs), apartments, and condominium communities. To understand the impact of this shift and explore AirDial for HOAs, I had the privilege of speaking with Justin Goodpaster, a POTS Line Replacement Expert.

Telecommunications 103

Telecommunications voip Technology Management 103

ShepHyken

MAY 5, 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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 162

Customer Service B2C B2B Customer Care 162

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.

Government 94

Government Best practices Benchmark Metrics 94

Ambs Call Center

MAY 9, 2024

You're juggling patient care and coordination with colleagues while managing a mountain of sensitive information. Sound familiar ? When every second and detail matters, the last thing you need is to worry about the security of your communication. Data breaches, PHI leaks, and the dreaded HIPAA violation. The solution: HIPAA compliant texting. With nearly a century of experience in handling medical calls, we’ve helped a few medical practices ditch the pager and embrace HIPAA compliant texting.

Healthcare 89

Healthcare Answering services Call Center Personalization 89

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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

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Bill Quiseng

MAY 8, 2024

The customer is not always right. But the customer is ALWAYS YOUR customer. Listen intently, respond empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor. Contrary to popular customer service mantras, when all alternatives don’t work, DON’T fire the customer.

Customer Service 78

Customer Service Customer Experience 78

Cisco - Contact Center

MAY 3, 2024

Embark on an enhanced learning journey with the Cisco Black Belt Academy—a transformative platform designed to give you a competitive edge in the dynamic Cisco ecosystem.

Management 97

Management 97

Toister Performance Solutions

MAY 9, 2024

The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. The agent bristled at receiving zero points for friendliness. The analyst pointed out that the agent sounded disinterested. Irritated at times. There was no warmth in her approach. "Well, that's friendly for me," was the retort.

Calibration 72

Calibration Customer Service Feedback Contact Center 72

CustomerServ

MAY 10, 2024

The call center is one of the initial points of contact between a brand and its customers. As such, it plays a pivotal role in shaping the customer experience (CX) strategy. Internal call centers, operated by a brand’s employees, offer a sense of control over the CX ecosystem. However, in-house operations are resource intensive and require a substantial investment.

Call Center 62

Call Center outsourcing Customer Experience 62

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

Outsource Consultants

MAY 8, 2024

History of Outsourcing in Colombia: A Rising Star Colombia has a surprisingly long history as a player in the outsourcing game. It all started back in… 1981: Colombia became one of the very first destinations in Latin America for U.S. companies looking to outsource. This early wave put Colombia on the map for outsourcing. While demand dipped after this initial boom, Colombia stayed within the spotlight.

outsourcing 67

outsourcing Call Center Education Consulting 67

Ambs Call Center

MAY 6, 2024

This blog was originally published on 7/10/16 and has been updated for relevance. When a business decides they need to hire a phone answering service or virtual receptionist, they are often anxious to start right away.

Answering services 79

Answering services 79

Cisco - Contact Center

MAY 6, 2024

The RSA Conference is here again, and I am thrilled about the opportunity to connect with our #CiscoPartners, customers, and colleagues old and new.

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96

Tethr

MAY 8, 2024

Learn about the differences between keyword spotting and contextual search in conversation intelligence platforms for contact centers.

Contact Center 81

Contact Center 81

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

Concentrix

MAY 7, 2024

Excerpt / Short descriptor (when applicable): (150 char max, w/ spaces and must include CTA language, such as discover, learn more, etc.) Discover Next-Generation Care (NGC) by Concentrix, in collaboration with Salesforce. Revolutionize customer engagement with tech-powered strategies.

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TeleDirect

MAY 6, 2024

What is an outbound call center, and how can it help a business grow? Your friends at TeleDirect have all the information you need for success. Get started today! What is an Outbound Call Center? Chances are, you’ve heard of a call center or a contact center. These are platforms where a business can direct all of its customer communication. Some businesses run these platforms from within their own premises, while others outsource to a remote provider.

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

Interactions

MAY 6, 2024

The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new set of challenges.

Customer Service 62

Customer Service Banking Wait times Self service 62

Cisco - Contact Center

MAY 8, 2024

Learn how Cisco is bringing on-prem and cloud security together into a unified platform to marry the power of Cisco Secure Firewall and Multicloud Defense.

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85

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

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer.

Analytics 52

Analytics Feedback Customer retention Personalization 52

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. That’s because the COVID-19 pandemic made virtual call centers and contact centers a necessity rather than a convenience.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Request pricing now. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? If you want your brand to succeed, it must be someone who understands and respects customer service.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

TMP Direct

MAY 9, 2024

Much before the internet, smartphones and instant access were a thing of the normal, sales support meant knowledgeable salespeople guiding customers through a brick-and-mortar store. Fast forward to the present day, sales support has metamorphed drastically. Customers are no longer limited by physical spaces and now navigate through digital spaces loaded with multiple choices while also demanding a seamless and personalized experience.

Sales 52

Sales Business Process Outsourcing Analytics Big data 52

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.

Sales

Cisco - Contact Center

MAY 6, 2024

State, local, and federal governments all play a pivotal role in maintaining critical infrastructures like water supply, electricity, transportation, and public health services.

Transportation 79

Transportation Government 79

CSM Magazine

MAY 10, 2024

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere, putting their strengths and abilities to the test across different industries. In those stormy moments is where excellent customer care makes a difference; it flips potential problems into opportunities for closer relationships.

Customer Service 52

Customer Service Morale Feedback Customer Care 52

Concentrix

MAY 7, 2024

Discover how one of the largest insurance companies in the world achieved $3.2M annual savings by transforming the IVR experience via natural language.

Interactive Voice Response 62

Interactive Voice Response Banking 62