CCNG
JUNE 12, 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.
Beyond Philosophy
JUNE 13, 2024
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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
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Beyond Philosophy
JUNE 7, 2024
Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.
ShepHyken
JUNE 9, 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. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.
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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.
Bill Quiseng
JUNE 12, 2024
Mission statements don’t enthuse people to engage and WOW customers. Passion statements do. In the spirit of paying it forward, I offer you this OUR PASSION STATEMENT First, we will be best for our customers. Then we will be first among our competitors. Let’s not serve to satisfy our customers. Satisfied customers feel that their experience is good, not better, just average.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
JUNE 11, 2024
Simply put, AI will change the way you design, manage, and optimize networks, just as automation once did. Go beyond the buzz and build the AI skills you need to meet the challenges of the future.
ShepHyken
JUNE 6, 2024
This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. He discusses the Four Phases of the Contact Center. To keep up with increasing customer demands and new technology, businesses must continue to evolve. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources.
VirtualPBX
JUNE 6, 2024
Anytime a customer contacts your business, that communication is inbound —it’s coming in— whether that’s through calls, texts, chats, emails, or social streams. And while it’s a reactive communication interaction (versus proactive outbound communication ), it is vital to company success. New orders, appointment requests, product support, questions, and concerns are all examples of inbound opportunities.
AWS Machine Learning
JUNE 6, 2024
Today, we are excited to announce that the Jina Embeddings v2 model, developed by Jina AI, is available for customers through Amazon SageMaker JumpStart to deploy with one click for running model inference. This state-of-the-art model supports an impressive 8,192-tokens context length. You can deploy this model with SageMaker JumpStart, a machine learning (ML) hub with foundation models, built-in algorithms, and pre-built ML solutions that you can deploy with just a few clicks.
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 automation to revolutionize outdated call review processes!
Cisco - Contact Center
JUNE 12, 2024
Whether enabling the season’s biggest tournaments with top-tier technology or supporting the sport’s biggest stars like Nelly Korda, 2024 has seen Cisco continue to tee up opportunity across golf.
Beyond Philosophy
JUNE 6, 2024
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 has been created in partnership with NICE. AI is a massive new development in experiences. Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it.
delighted
JUNE 6, 2024
It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.
VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
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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.
AWS Machine Learning
JUNE 12, 2024
Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.
Cisco - Contact Center
JUNE 11, 2024
Cisco Secure Connect stands out as a turnkey Secure Access Service Edge (SASE) offering that simplifies the deployment and management of multi-customer SASE environments. Discover why MSPs should consider Cisco Secure Connect for their service offerings.
C3Centricity
JUNE 11, 2024
A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.
Tethr
JUNE 12, 2024
See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.
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.
Helpware
JUNE 12, 2024
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.
AWS Machine Learning
JUNE 12, 2024
In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.
Cisco - Contact Center
JUNE 11, 2024
Securing industrial networks is top of mind. Cisco’s comprehensive OT security solution and unified IT/OT security platform is a Leader according to Forrester. Learn what makes Cisco stand apart in this market.
Help Scout
JUNE 6, 2024
Today we’re announcing two brand new AI features from Help Scout: AI drafts and AI answers. We’re so excited for you to try them, but it’s also important for us to keep it real about what they’ll change and what they won’t.
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!
Provide Support
JUNE 10, 2024
Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.
SQM Group
JUNE 12, 2024
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Hodusoft
JUNE 12, 2024
How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b
Cisco - Contact Center
JUNE 10, 2024
Check out a recap of our latest Cisco Security announcements. Read on to hear about all the security innovation, what it means for partners, and what’s ahead together.
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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
TCN
JUNE 12, 2024
While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?
Calltools
JUNE 12, 2024
Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.
CSM Magazine
JUNE 12, 2024
Accidents can be overwhelming and disorienting, but knowing the right steps to take immediately can make all the difference. This guide is going to walk you through essential actions to protect your safety, secure help, and gather necessary information. Stay calm and prepared to handle any unforeseen incident with confidence and clarity. Get Medical Attention Seeking medical attention after an accident is crucial, even if you feel fine initially.
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