Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.

Chatbots 53

Chatbots Feedback Customer centricity Wait times 53

Beyond Philosophy

SEPTEMBER 21, 2023

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. The reverse is true, also. The founder was furious!

Construction 222

Construction Marketing Personalization Management 222

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Feedback 90

Feedback Surveys Marketing Customer Experience 90

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

outsourcing 419

outsourcing Customer Experience Journey mapping Call Center 419

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. Ahearn’s background was in the insurance industry.

Consulting 420

Consulting Consulting Personalization Accountability 420

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Lieberman shared what she learned and how we can apply it to generate customer-driven growth. People like to save money, and they don’t want to lose money.

Consulting 436

Consulting Consulting Finance Accountability 436

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 450

Customer Experience Consulting Consulting Personalization 450

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Employee Experience is not a fad.

Management 195

Management Personalization Customer Experience Consulting 195

VirtualPBX

JUNE 21, 2023

One solution that stands out in the realm of cost-saving and streamlined communication is VirtualPBX. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.

voip 98

voip Call Logging Telecommunications Morale 98

CCNG

OCTOBER 6, 2020

You will save yourself time and potential embarrassment! Strategy #2: Identify communication preferences and optimal energy times Navigating the virtual leadership landscape can be tricky, but leaders can learn how to do it. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization.

Finance 195

Finance Marketing Personalization Accountability 195

AWS Machine Learning

FEBRUARY 13, 2024

You can also buy from their physical stores and vending machines. BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. The following figure provides an overview of the checkout process.

Engineering 97

Engineering Gamification Scripts Big data 97

Beyond Philosophy

DECEMBER 4, 2020

I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior. The desire for haptics.

Consulting 195

Consulting Consulting Feedback Personalization 195

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. Their frontline experience in operations provides them with insights into how different departments can work together more efficiently.

Management 78

Management Analytics Employee engagement Customer Experience 78

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Dina’s Blog) Fix the Problem.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Beyond Philosophy

JULY 14, 2022

Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. It can reduce tension. It can be good for our relationships. . When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.”

Coaching 414

Coaching Consulting Consulting Personalization 414

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Self service 222

Self service Airlines Chatbots Consulting 222

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 1 : What is the Experience You Are Trying to Deliver? Yet, interestingly enough, individuals can answer the question.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

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. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

Beyond Philosophy

JULY 28, 2022

The problems with this show represent how the implications of the Long Tail in today’s environment dictate changing how we invest in our businesses and experiences, and that ignoring it will be detrimental to your customer strategy. You will wish you hadn’t if you ignore me and queue it up.

Metrics 222

Metrics Marketing Consulting Consulting 222

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 90

Chatbots Airlines Self service Technology 90

Steve DiGioia

JULY 10, 2023

After all, if the employee is just going to leave anyway, it can feel like a waste of time and resources. Firstly, well-trained employees are generally more productive and efficient, which can lead to significant cost savings for the business. Was it worth training these employees or was it money down the drain?

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

FEBRUARY 18, 2021

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We can try to form habits on purpose, like jogging after we wake up.

Consulting 244

Consulting Consulting Customer Experience Management 244

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Journey mapping 303

Journey mapping Customer Service Contact Center Airlines 303

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. Our innovative new A-POPs (or vending machines) deliver enhanced customer experiences at ten times lower cost because of the performance and cost advantages AWS Inferentia delivers.

APIs 97

APIs Technology Banking Customer centricity 97

AWS Machine Learning

JANUARY 12, 2023

Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. This component lets the customer toggle between languages.

Customer Support 76

Customer Support APIs Scripts Enterprise 76

teleopti

DECEMBER 7, 2018

It leaves you understaffed and often unable to meet your customer’s demands. It reduces the overall experience level of your staff leading to reduced quality. There are normally a number of factors closely related that can cause a Contact Centre to hemorrhage staff – corporate culture, often sitting at the centre of it all.

Gamification 48

Gamification Service level Banking Sales 48

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 87

Healthcare Government Engineering APIs 87

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. Team culture has become a bit of a buzzphrase over the past few years, but for good reason.

Customer Service 98

Customer Service Feedback Healthcare Education 98

AWS Machine Learning

FEBRUARY 6, 2024

Users can quickly review and adjust the computer-generated reports before submission. Automating the frustrating CTD document process accelerates new product approvals so innovative treatments can get to patients faster. The tedious process of compiling hundreds of documents is also prone to errors. AI delivers a major leap forward.

Government 99

Government APIs industry solution Education 99

IdeasUnlimited

AUGUST 26, 2022

While there’s no silver-bullet approach for dealing with inflation, there are many proactive measures that can be implemented to minimize its effect. While they might help, it’s important to ask yourself the following: Are your customers upset over the price increase? Is it harder for your workers to deliver results?

Finance 95

Finance Transportation Customer retention Healthcare 95

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Work environment. A positive work environment is another key aspect of your culture. Communication.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

AWS Machine Learning

DECEMBER 19, 2022

Deploying high-quality, trained machine learning (ML) models to perform either batch or real-time inference is a critical piece of bringing value to customers. However, the ML experimentation process can be tedious—there are a lot of approaches requiring a significant amount of time to implement. Solution overview. Step 1: Setup.

Automotive 73

Automotive APIs Engineering Scripts 73