ShepHyken

JUNE 2, 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. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 198

Customer Service Chatbots Metrics Consulting 198

Callminer

JUNE 3, 2024

Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.

Contact Center 182

Contact Center 182

Beyond Philosophy

MAY 31, 2024

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Technology 195

Technology Management Marketing Customer Experience 195

Bill Quiseng

MAY 29, 2024

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.

Customer Care 148

Customer Care Contact Center Metrics Customer Service 148

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

TechSee

MAY 30, 2024

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

Customer Service 124

Customer Service Technology Customer Experience 124

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: 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: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

Sales 195

Sales Personalization Customer Experience 195

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 116

Engineering Technology Personalization Customer Experience 116

Momentum Telecom

MAY 30, 2024

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

Cisco - Contact Center

MAY 30, 2024

The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.

Education 111

Education 111

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

Advertising 109

Advertising APIs Education Analytics 109

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Education 95

Education Feedback Entertainment Metrics 95

CSM Magazine

MAY 29, 2024

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 95

Coaching Customer Service Employee engagement Surveys 95

OctopusTech

JUNE 3, 2024

The conversion and cart abandonment rates of e-commerce websites largely depend on the Ecommerce checkout page’s design and optimization. With specific considerations, including reduced form fields, faster page speed, a mobile-first approach, multiple payment methods, and a clear call to action, organizations can design a flawless checkout process. Here, we will tell you 10 informational tips to Increase e-commerce checkout Page Conversions and take your business to the next level!

Upselling 62

Upselling Abandon rate Consulting Consulting 62

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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.

Cisco - Contact Center

JUNE 3, 2024

In the spirit of World Bicycle Day on June 3rd, let's explore how the lessons of this iconic race, Giro d'Italia, align with our evolving partner strategy and illuminate the path to success in the ecosystem era.

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AWS Machine Learning

MAY 30, 2024

This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure

Chatbots 95

Chatbots Engineering APIs Technology 95

Outsource Consultants

MAY 30, 2024

Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service. NAFTA Opens the Door The North American Free Trade Agreement (NAFTA) in the 1990s paved the way for a more open economic environment between the US, Canada, and Mexico

Call Center 67

Call Center outsourcing Government Telecommunications 67

Ambs Call Center

MAY 28, 2024

Property management CRM software is changing the game for property managers everywhere. By diving into this innovative world, you can revolutionize the way your real estate business operates. Streamlining tasks, boosting efficiency, and simplifying complex processes - what's not to gain?

Real estate 79

Real estate Management CRM 79

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

OctopusTech

JUNE 3, 2024

Interested to know how having a web redesign can be helpful? Well, strap in because we’ll be getting right into it here. In the business world of the twenty-first century, your website is like your shop. It is where people interested in your offer come to see what is happening. Hence, it must look and perform its best as it is a representation of the company.

Engineering 62

Engineering Analytics Marketing Management 62

Cisco - Contact Center

MAY 30, 2024

Picture a factory floor. The air hangs heavy, thick with the metallic tang of machinery and the oil that keeps it all turning. Every square foot seems to be utilized. Rows of hulking machines dominate the space. Between them are narrow pathways that workers and machines must navigate.

industry solution 97

industry solution Engineering 97

Tethr

MAY 29, 2024

Learn how to measure CSAT effectively with traditional methods and discover innovative new approaches to boost your insights.

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Concentrix

MAY 30, 2024

Webinar | July 25, 2024 11:00 AM EST Driving Digital Transformation with Generative AI Register Now Generative AI technology is revolutionizing how organizations operate, interact with their employees, and customers This evolving technology empowers creativity, automation, and efficiency through streamlining processes, removing mundane tasks from humans, and providing insights quickly for strategic decisions.

Technology 62

Technology 62

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Helpware

JUNE 3, 2024

Did you know that 86% of shoppers are willing to pay more for great customer service? Yeah, customer service really counts— 70% of their decision to buy depends on it ! It doesn’t stop after they buy, either. How you handle things after the sale can really affect whether they stick with your brand.

Customer Experience 52

Customer Experience Sales Customer Service 52

JustCall

JUNE 3, 2024

Hello you all, especially those making calls to the UK! There’s been an important update in the KYC process for getting UK phone numbers. We want to ensure you have all the information you need to navigate this smoothly. What is the new regulation? The UK government has implemented new regulations that apply to all phone number providers in the country.

Telecommunications 52

Telecommunications Government 52

Cisco - Contact Center

MAY 30, 2024

To assist you in this journey at Cisco Live, and beyond, is the Partner Launch Experience. This curated launch experience takes you through all the exciting announcements.

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Hodusoft

JUNE 2, 2024

HoduSoft Introduces Advanced Speech Analytics “We are surrounded by data, but starved for insights.” This famous quote by Jay Baer (marketing and customer experience expert) highlights the importance of skilled data analysts and advanced tools. Yes, even though data is everywhere, we don’t necessarily know what it means or how it can be utilized in meaningful ways.

Analytics 52

Analytics Contact Center Technology Marketing 52

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

Working Solutions

JUNE 3, 2024

In the dynamic landscape of GigCX, where innovation and adaptability reign supreme, challenges inevitably emerge as part of the transformation process. Embracing GigCX as a strategy for customer support presents organizations with a unique set of hurdles that demand careful consideration and proactive solutions.

Customer Support 52

Customer Support outsourcing Call Center Customer Service 52

Kapta Customer Success

JUNE 3, 2024

Recognize and leverage account manager emotional intelligence to improve customer experiences, loyalty, and advocacy. Read our blog to learn how.

Accountability 59

Accountability Management Customer Experience CRM 59

AWS Machine Learning

MAY 31, 2024

Genomic language models are a new and exciting field in the application of large language models to challenges in genomics. In this blog post and open source project , we show you how you can pre-train a genomics language model, HyenaDNA , using your genomic data in the AWS Cloud. Here, we use AWS HealthOmics storage as a convenient and cost-effective omic data store and Amazon Sagemaker as a fully managed machine learning (ML) service to train and deploy the model.

Biotechnology 61

Biotechnology Scripts Healthcare APIs 61