ShepHyken
APRIL 9, 2024
What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.
Callminer
MARCH 11, 2024
Improving CX is critical, and sentiment analysis can empower companies to understand and respond to customers’ feelings and needs. This blog offers tips for selecting the best sentiment analysis tool.
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Lumoa
JANUARY 8, 2024
So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).
AWS Machine Learning
MARCH 4, 2024
Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.
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!
SharpenCX
JANUARY 22, 2024
Successful agents set customers up to be successful, themselves. We're talking through 13 reasons why agent success matters to your customers.Find out why the success of your contact center agent is important to delivering a positive customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
FEBRUARY 26, 2024
Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid
Totango
APRIL 9, 2024
Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.
CSM Magazine
MARCH 26, 2024
Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
HelpCrunch
JANUARY 15, 2024
When you’re building a website, adding some catchy content might not be enough. Think about the most important asset your business has: customers. Every time they land on your website, they’ll have questions to ask. [ … ] The post 11 Best WordPress Live Chat Plugins to Use in 2024 appeared first on The HelpCrunch blog.
ShepHyken
MARCH 12, 2024
Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.
24-7 InTouch
FEBRUARY 13, 2024
Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operationa
VirtualPBX
MARCH 14, 2024
When the tax season rolls around, businesses are faced with the crucial task of meeting their tax filing deadlines. Each entity, whether it be an S Corp, Partnership, LLC, C Corp, or Sole Proprietorship, has its own set of deadlines to adhere to, adding complexity to the already stressful process of tax filing. In this blog, we’ll explore two efficient options for submitting faxes to the IRS before the business tax deadline, ensuring compliance and peace of mind for business owners.
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.
AWS Machine Learning
APRIL 16, 2024
Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.
NobelBiz
APRIL 2, 2024
Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.
Toister Performance Solutions
APRIL 11, 2024
This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.
Momentum Telecom
JANUARY 9, 2024
Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Cisco - Contact Center
APRIL 15, 2024
The ability to generate NetFlow from devices that do not natively produce it along with significant storage efficiency and improved workflows make for a significant update to CTB.
ConvergeOne
MARCH 21, 2024
Before we navigate through the dynamic infrastructure landscape, it is imperative to define the very foundation upon which these technological advancements are built. Infrastructure, in its essence, encompasses the fundamental framework of interconnected systems and resources that enable the seamless flow of data, communication, and operations within an organization or across networks.
CSM Magazine
JANUARY 30, 2024
Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.
Connect
APRIL 9, 2024
The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
ShepHyken
MARCH 11, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?
Integrity Solutions
FEBRUARY 1, 2024
Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.
IdeasUnlimited
MARCH 6, 2024
In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.
AWS Machine Learning
MARCH 7, 2024
Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
NobelBiz
FEBRUARY 27, 2024
Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.
delighted
APRIL 1, 2024
Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.
VirtualPBX
FEBRUARY 1, 2024
In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.
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