ShepHyken
MAY 26, 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. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?
Beyond Philosophy
MAY 24, 2024
A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.
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Tethr
MAY 22, 2024
Learn how you can use Tethr’s sentiment analysis for contact centers to tap into customer conversation insights that drive CX improvements.
TeamSupport
MAY 21, 2024
The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.
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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.
Cisco - Contact Center
MAY 22, 2024
The new 2024 Global Networking Trends Report is a compelling look at networking readiness among global IT organizations. We heard from 2,050 IT professionals in 13 countries about their investment strategies and the advanced architectures and capabilities they believe will prove transformational within the next two years.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
MAY 21, 2024
Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.
A Better Answer
MAY 21, 2024
Choosing between a virtual receptionist service and employing in-house staff is a pivotal decision that impacts a business's operational costs, efficiency, and ability to scale. This comparison illuminates the financial nuances of each option, breaking down the components such as initial setup costs, ongoing expenses, and the potential for scalability.
OctopusTech
MAY 27, 2024
What is AI for SEO? Many organizations are incorporating artificial intelligence (AI) into their strategies, including search engine optimization (SEO). AI for SEO is a search engine optimization approach that employs artificial intelligence to optimize webpages (such as blog posts and landing pages ) so that they appear higher in search engine results pages.
Cisco - Contact Center
MAY 23, 2024
Explore the Cisco Cloud Protection Suite, tailor-made for MSPs to combat expanding cloud vulnerabilities. Enhance your SOC with solutions for vulnerability management, attack surface mapping, workload security, and multicloud defense.
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
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?
Help Scout
MAY 28, 2024
Unlock the power of AIaaS to transform your business with affordable, scalable AI solutions. Learn how to streamline operations and boost customer service.
FluentStream
MAY 28, 2024
As you read this, where are you? In an office? At a coffee shop? At your kitchen table? And what device are you using? Your phone, tablet, or laptop? In today’s post-pandemic workplace, many of us have more flexibility and. Read More The post The Great Resistance: Employees Prefer a Flexible Work Environment appeared first on FluentStream.
AnswerConnect
MAY 28, 2024
Considering a third party to handle your customer service but unsure if it’s right for you? Read on for the top benefits of customer service outsourcing. The post 5 business benefits of customer service outsourcing appeared first on AnswerConnect Blog.
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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
MAY 23, 2024
With Cisco Live 2024 quickly approaching, take a few minutes to get up to speed on the exciting activations within the Cisco Customer Experience booth this year. Learn about the ultimate CX AI sweepstake, our AI-powered photo kiosk, live trivia, and more.
CSM Magazine
MAY 28, 2024
As businesses increasingly turn to technology to enhance their operations, artificial intelligence (AI) is stepping into the spotlight, particularly in the realm of customer service. This transformation is about so much more than automating processes. It’s also about creating a more personalized, efficient, and engaging customer experience. Here’s a look at how AI is reshaping customer service.
NobelBiz
MAY 28, 2024
Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.
Unymira
MAY 28, 2024
Are you satisfied if the asset and license data in the tool is "approximately" correct? Companies worldwide invest considerable resources in the procurement and operation of their SAM and ITAM tools. The creation of license balances and the determination of license compliance are fundamentally based on the data in the SAM tool, so they are decisive for the result.
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.
24-7 InTouch
MAY 27, 2024
Resources White Paper: AI-Powered Innovation Is Reshaping Workforce Well-Being Superpunch Care The post Confronting Mental Health Stigma Through Proactive Well-Being Support appeared first on IntouchCX.
Cisco - Contact Center
MAY 24, 2024
Meraki APIs allow businesses to automate repetitive and time-consuming tasks, and configure and deploy networks quickly at a scale. Developrs can leverage API operations to retrieve performance metrics, monitor network health, analyze traffic data and create custom reports to gain insights into the network usage.
CSM Magazine
MAY 28, 2024
Creating a product catalog is an essential task for any business aiming to showcase its offerings in a clear, organized, and compelling manner. Whether you are a startup or an established company, a well-designed product catalog can significantly impact your sales and marketing efforts. Here, we explore the key factors to keep in mind when developing a product catalog that stands out and drives results.
Helpware
MAY 21, 2024
In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.
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!
Working Solutions
MAY 24, 2024
In the dynamic and ever-growing pet industry, understanding spending habits and the pivotal role of exceptional customer service is essential for success. Annual spending on pets in the U.S. reached a staggering $147 billion in 2023, with both dog and cat owners investing an average of around $1500 per year.
MiaRec
MAY 23, 2024
If you are looking to purchase software to accelerate and streamline your quality management process, you have probably come across ScoreBuddy and MiaRec in your research and wondered how they compare to each other. At MiaRec, we believe in honestly and transparently comparing our solution to others in the market. Our goal is to provide you with all the information you need to make the right choice, even if that means choosing a different solution.
Cisco - Contact Center
MAY 28, 2024
In 2024, voters in more than 60 countries—representing 4 billion people—will cast ballots. Some of the elections are far-reaching—such as the upcoming EU Parliamentary elections, which will span 27 countries from June 6 to 9.
CSM Magazine
MAY 27, 2024
Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? So much so, that 80% of consumers believe that color increases brand perception during the customer experience. In this article, we’ll delve into the science of color psychology and examine how it can be leveraged to enhance customer service.
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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
Injixo
MAY 23, 2024
In today's fast-paced work environment, it seems like every office worker's calendar is packed with appointments. Coordination is crucial, and as the world around us becomes increasingly complex, it requires even more attention. This holds true for customer service as well. Team meetings, one-on-one discussions, and training sessions all need to be integrated into an already hectic daily routine.
Working Solutions
MAY 23, 2024
Customer expectations are ever-evolving but the craving for exceptional service never goes away. Among the countless companies striving to leave a positive lasting impression, one name stands out: Chewy. Renowned for its unwavering commitment to customer satisfaction, Chewy has redefined what it means to deliver outstanding CX to pet lovers worldwide.
Nicereply
MAY 23, 2024
Project managers are responsible for ensuring project success through effective collaboration, communication, and management. As simple as that sounds, these hardworking professionals face various obstacles on a personal and professional level. Without the necessary skills, these challenges can get in the way of successful project completion. Whether working on critical projects, adopting new strategies, or leading a team, harnessing these 21 skills is a sure way to navigate challenges.
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