3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. When information isn’t readily available, it’s difficult for agents to promptly solve issues, and for supervisors to efficiently optimize workflows and training programs.

Management 64

Management Call Logging CRM Call flow 64

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. My Comment: The stats say it’s less expensive to keep customers than to get new ones. But, what happens when the customers leave?

Customer Service 179

Customer Service Coaching Marketing Call Center 179

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!

Surveys 98

Surveys Best practices Feedback Personalization 98

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Read on for our complete guide, where we’ll explore all the best practices. Most people think of training as a one-time event or program, but that’s just the tip of the iceberg. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Is that a job you’d likely remain for the long haul? What does this say about that company?

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Is that a job you’d likely remain for the long haul? What does this say about that company?

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. Why Is VoC Important? But that’s not all. In 2017, VoC maturity is still an issue.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Fonolo

FEBRUARY 7, 2024

As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. Mark says Jabra piloted Fonolo Call-Backs as a premium customer care service for enterprise customers. They were just receiving a normal phone call in the same way they receive any other call.”

Abandon rate 75

Abandon rate Contact Center Consulting Consulting 75

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

VirtualPBX

SEPTEMBER 14, 2023

Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. That is where VoIP & texting steps in. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

ShepHyken

JANUARY 14, 2022

He shares why a neutral experience is just as bad as a negative experience and what can turn a neutral customer experience into an amazing one. Think about your most recent customer experience. Research shows the average dissatisfied customer will tell 12 people about a bad service experience.

Banking 173

Banking Engineering Upselling Interactive Voice Response 173

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). As we write an email, AI is helping complete our thoughts and fixing typos. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

OrecX

AUGUST 24, 2021

Vicidial open source contact center customers can begin recording their customer calls with a robust third party recording solution like OrecX. VICIdial is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite.

voip 143

voip Enterprise Contact Center Call Center 143

CSM Magazine

JANUARY 9, 2023

Business managers and CEOs understand the importance of good customer satisfaction. Without proper customer relationship management, a company can attract lots of negative customer reviews. This guide covers some ways of improving customer relationship management with phone calls. Using Interactive Voice Response Systems.

Interactive Voice Response 93

Interactive Voice Response Management CRM Wait times 93

Toister Performance Solutions

MARCH 30, 2023

It includes step-by-step instructions for designing and delivering your training program. Service Culture: a culture where employees act in service to customers. Put them all together: Service culture training is a process for helping employees know how to act in service to customers. You want to build a service culture.

Construction 87

Construction Best practices Personalization Customer Service 87

CX Global Media

OCTOBER 10, 2018

Channel complexity continues to grow and so does customer expectations. You will also gain access for your Supervisors to complete a Self-Assessment Profile to better understand individual needs. Penny Reynolds is one of the industry’s leading voices in call center training and education. Seminar Leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

AWS Machine Learning

APRIL 5, 2024

Customers across industries such as advertising and marketing technology, gaming, media, and retail & e-commerce rely on images uploaded by their end-users (user-generated content or UGC) as a critical component to drive engagement on their platform. Amazon Rekognition makes it easy to add image and video analysis to your applications.

APIs 103

APIs Advertising Enterprise Technology 103

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

Airlines 123

Airlines Benchmark Surveys B2C 123

customer sure

SEPTEMBER 11, 2023

“How can we get more customer feedback survey responses?” Let’s face it — everyone running a Voice of the Customer program wants to increase their response rates. There are various things you can do to get customers to click on your surveys, but what about survey abandonment? We’re all busy people. Take them out.

Surveys 62

Surveys Abandon rate Feedback Healthcare 62

Babelforce

OCTOBER 6, 2021

Automatic speech recognition, or conversational AI , is technology that allows users to interact with a computer program or application with their voice. It’s important to differentiate speech recognition from voice recognition. Voice recognition identifies an individual person by their voice, usually for security reasons.

Healthcare 93

Healthcare Technology Customer Service Personalization 93

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. Download our complete guide on choosing a visual assistance solution for your business.

APIs 109

APIs Enterprise Technology Self service 109

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

SmartAction

NOVEMBER 1, 2023

The experience for customers and agents is seamless, and the solution can integrate with your current contact center platform, telephony setup, and data systems. While you probably have an SOP, conversational AI has unique features that require careful planning to create the optimal conversational design for your customer inquiries.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. You can become a driver of change.

Customer Experience 110

Customer Experience Metrics Feedback B2B 110

Call Design

MAY 14, 2021

The technology has also grown and changed to use Standards based programming like Voice XML, and more recently the acceptance of speech recognition via Siri and Amazon Alexa, Google etc has meant that more and more systems provide for input to be gathered via speech recognition rather than DTMF (Dual Tone Multiple-Frequency, also called Touch Tone).

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Chatbots 77

Chatbots Customer Service Wait times Banking 77

The Northridge Group

NOVEMBER 9, 2022

How a robust QM program can remake the CX. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The key to delivering an exceptional customer experience (CX) isn’t just an ability to juggle all these aspects, however. QM INSIGHTS.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104