September, 2023

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Considering a homegrown generative AI solution for conversation intelligence? Here’s why it’s harder than you think

Callminer

Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.

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Playing to Win in Customer Service

ShepHyken

One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.

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AI for Cost Savings? Beware the Service Recovery Paradox

Upstream Works

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 AI for Cost Savings? Beware the Service Recovery Paradox appeared first on Upstream Works.

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Mastering Appointment Setting: Proven Strategies for Call Centers

AnomalySquared

In the fast-paced world of business, effective appointment setting is crucial for driving revenue and building lasting customer relationships. Call centers play a pivotal role in this process, serving as the frontline of communication between businesses and their potential clients. To ensure success in appointment setting, call centers need to employ proven strategies that maximize efficiency and customer satisfaction.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Transforming contact center QA with AI

Tethr

Credit union leaders share their top takeaways for automating QA and implementing other AI tech in the contact center.

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The Ultimate Guide to Call Center Agent Performance

Fonolo

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency!

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What’s the Role of Lead Generation in an Outbound Call Center?

Hodusoft

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. Some provide telemarketing services, some generate leads, some conduct market research, and some conduct telesales campaigns. But generating quality leads is probably the most challenging and rewarding job of all.

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Using Customer Feedback To Empower Frontline Agents

Cyara

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to engage and empower staff: customer feedback.

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CallMiner Product Innovation Series: September 2023

Callminer

Bruce McMahon, VP of Product Management, shares updates from the 2023.09 release including enhancements to bulk export API capabilities, giving customers even more control over their data.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Doing More Than Expected (Even When It’s Not in Your Job Description)

ShepHyken

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

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How Can I Establish a Reputation for Low Prices WITHOUT Seeming Cheap and Low Quality?

Beyond Philosophy

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.

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What Does It Mean to Be Enterprise Ready for Today’s CX?

Upstream Works

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 What Does It Mean to Be Enterprise Ready for Today’s CX? appeared first on Upstream Works.

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Do Normal People Want to Use Generative AI?

TechSee

Generative AI holds incredible potential. However, using ChatGPT is like using MS-DOS. Users have to learn a whole new set of prompts and skills. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it?

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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How Regression Testing Can Spur Business Growth

Cyara

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.

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Distributed ZTNA enables simple and scalable secure remote access to OT assets

Cisco - Contact Center

Zero trust network access (ZTNA) is the ideal alternative to cellular gateways and VPN solutions for remote access. But in OT environments, ZTNA needs to be distributed.

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Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy

ShepHyken

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.

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How AI Is in Danger of Suffering From ‘Shiny New Object Syndrome’

Beyond Philosophy

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

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Reimagine Your Communications With A Unified Platform

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.

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The Power of Creativity: How to Foster Innovation in Your Organization

C3Centricity

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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Leaning into integration: The key to unlocking enterprise revenue growth

Totango

Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open

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How Chatbots Are Transforming Healthcare (And How Testing Can Help)

Cyara

Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.

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Technological and Financial Partnership: UniSender Invests in HelpCrunch ?

HelpCrunch

Today, we’re happy to announce a long-term financial and technological partnership between HelpCrunch and UniSender. 2020 has been a pivotal year for all businesses. The partnership with UniSender allows us to continue growing and building [ … ] The post Technological and Financial Partnership: UniSender Invests in HelpCrunch ? appeared first on The HelpCrunch blog.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why You Shouldn’t Yell at Customer Service Agents – And More

ShepHyken

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind. First, “The squeaky wheel gets the oil,” which means if you make enough noise, you might get some action.

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How VirtuSwap accelerates their pandas-based trading simulations with an Amazon SageMaker Studio custom container and AWS GPU instances

AWS Machine Learning

This post is written in collaboration with Dima Zadorozhny and Fuad Babaev from VirtuSwap. VirtuSwap is a startup company developing innovative technology for decentralized exchange of assets on blockchains. VirtuSwap’s technology provides more efficient trading for assets that don’t have a direct pair between them. The absence of a direct pair leads to costly indirect trading, meaning that two or more trades are required to complete a desired swap, leading to double or triple trading costs.

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Building Customer Trust and Loyalty: The Foundation of Successful Businesses

C3Centricity

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

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How to use inspiring stories to grow your service culture

Toister Performance Solutions

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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The importance of cybersecurity in the rail industry

Cisco - Contact Center

The railway industry is increasingly embracing new systems and technologies to enhance operational efficiency, safety, and connectivity.

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Unlocking Business Potential: A Guide to Outsourcing with a Customer Service Vendor Management Expert

Real Blue Sky

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

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Understanding the “Why” Behind Your Net Promoter Score (NPS) with Jason Barro

ShepHyken

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.