Wed.Dec 08, 2021

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How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame. To think that AI conversations began more than six […].

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Here’s a New Word: Skimpflation

ShepHyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.

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Best practices for B2B and enterprise sales reps

Callminer

Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.

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Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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4 Remote Work Rules to Keep Your Agents Engaged and Productive

SharpenCX

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. Many prominent companies have already made the switch indefinitely, including brands like Adobe, Salesforce, Spotify, and Twitter. In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement.

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Here’s What’s New from November 2021| Kommunicate Product Updates

kommunicate

In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email. Just head over to Settings > Conversation > Chat Transcript and setup your email Chat Widget Similar to the hide-post CTA setting, [.]. The post Here’s What’s New from November 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

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Workforce trends shaping 2022: How the Great Resignation informs agent experience today

NICE inContact

The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.

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Adding Hybrid to the Workforce Anywhere Equation

Concentrix

A hybrid contact center workforce model is not a new concept—in fact, Concentrix has over 16 years’ experience operating in this way. The post Adding Hybrid to the Workforce Anywhere Equation appeared first on Concentrix.

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4 Guru Automations That Can Help You Efficiently Onboard Employees

Guru

Your new hire’s onboarding experience plays an outsized role in their satisfaction at work.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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6 new integrations for automating how you collect and act on customer feedback

delighted

Put your Delighted customer experience program on autopilot with 6 new integrations, all geared towards automating key aspects of the experience management process. These free integrations help you send surveys at just the right moment and get richer customer insights for your team, freeing you up to take action. SupporTrends: Unearth natural language themes in all customer conversations.

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Our Gift to You: The Product Features Your Sales and Support Teams Need This Holiday Season

aircall

From spending all day roasting a turkey to waking up early for Black Friday shopping, we don’t need to tell you that the holidays are well underway. . As the end of the year quickly draws to a close, how can you take full advantage of all Aircall’s cloud-based phone system has to offer? That’s where we come in. . The product features we’re highlighting below are especially impactful during the month of December.

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Concentrix’ Analytics and Consulting Chosen as Most Innovative Service of the Year

Concentrix

Best in Biz Awards Recognize Concentrix with a Gold for Driving Results in Changing Market Dynamics. The post Concentrix’ Analytics and Consulting Chosen as Most Innovative Service of the Year appeared first on Concentrix.

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Advocacy Blooms and Business Booms When Customers and Employees Engage

Influitive

“Business is booming!” That’s the answer everyone wants to give when asked, “How’s business?” It doesn’t matter the size or type of company you are part of, department you work in, or role you have. That answer—if true—has vast positive implications on an individual and organizational level. Business doesn’t boom without consistently delivering exceptional customer […].

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Contact Center Dialers Demystified

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.

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Future of Work Expo is Back - Feb. 8-10, Ft. Lauderdale

Jon Arnold

It’s time for another shout-out for the Future of Work Expo , which I’m returning to as Chair again. The agenda is filling out nicely now, and many more speakers are in play to join us. This is one of several sub-events that are part of the broader ITExpo , which is TMCnet’s flagship event. We’re still on for this to be a fully live, in-person event, and hope you can join us in Fort Lauderdale, February 8-10.

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Kristin Skiko Fuels Growth, One Person at a Time

Working Solutions

Kristin Skiko’s journey with Working Solutions began in Omaha, Nebraska in 1999. While working in Human Resources with Mutual of Omaha, Kristin got to know one of her colleagues, Kim Houlne. Not long after, Kim approached Kristin and asked about joining her new, on-demand contact center company, Working Solutions. With the condition that she could work […].

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The power of any-premise CCM: the long-game success play

Quadient

The power of any-premise CCM: the long-game success play. Andrea Haughton. Wed, 12/08/2021 - 16:31. I’ve been lucky enough time to spend a lot of time with Avi Greenfield, our VP of Product Management, during preparation for events like Inspire Days, Document Strategy Forum, Xplor, and our R15 launch. We often talk about the future of software in one-to-three-year increments—a good cadence for software releases.

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How Much Does It Cost to Outsource Customer Service?

Working Solutions

Ensuring your clients and customers have the best experience can be challenging. As the number of your customers increases, so does the difficulty handling their many needs all by yourself. Outsourcing customer service can be a huge help to your business, and the cost is often less than the amount you’d pay an extra employee. […].

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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14 Websites to download free newsletter templates

JivoChat

Creating a newsletter is a way to straighten your relationship with leads and customers, keep your brand from being forgotten, and show relevancy by delivering incredible content. With free newsletter templates, it’s going to be much easier to start implementing this marketing strategy. . Several websites provide professional templates, which won’t require design or coding skills to structure the emails you are going to send.

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3 Key Customer Success Metrics to Go After in 2022

Quiq

Share This Story With jingle bells ringing and cash registers chiming, it’s clear we’re still smack dab in the middle of the holiday rush. But off in the distance, you can hear an orchestra play the first few familiar notes of Auld Lang Syne. 2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else that comes with the beginning of a new year.

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How to Use a Sales Dashboard to Monitor Team Performance

CSM Magazine

If you are reading this, you are probably a sales leader who is wondering what to do with that massive amount of data in your CRM. In this guide, we share valuable tips on how to properly use sales insights in order to monitor and improve your team performance and keep everyone on top of important sales updates. But Wait! What’s a Sales Dashboard? A sales dashboard is a tool and a sales measuring method at the same time.

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Why Does My Campaign Have a High Abandon Rate

Calltools

What Is An Abandoned Call? An abandoned call occurs when multiple numbers are dialed with contacts answering live, but not enough agents are available to connect with every answered call. For example, if three numbers are dialed, and three contacts answered, if an agent takes one call and no other agents are available, then the remaining two calls are classified as “abandoned”.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Localz Appoint New Head of Customer and Partner Success for Europe 

CSM Magazine

Localz , leading experts in last-mile customer engagement, location and messaging technology, has today announced a newly appointed Head of Customer & Partner Success for Europe, Colette Shields. Colette has over 16 years of customer success and account management experience. In her time at Localz, Colette has worked with some of the biggest names in housing, utilities and field service, while also helping small to medium-sized businesses understand where to make the most impact.

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What is IaaS?

Babelforce

In this post: What does “Infrastructure” Mean? What does “as a Service” Mean? How can IaaS Improve Customer Experience? How does IaaS Differ from PaaS and SaaS? IaaS stands for Infrastructure as a Service. It is a type of computing which enables multiple users to access cloud applications via the internet. To fully get to grips with IaaS, let’s split the acronym into two; “infrastructure” and “as a service”.

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Zenarate’s AI Coach Is Transforming Contact Center Performance Through AI Conversation Simulation

CSM Magazine

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate , the world’s leading conversation simulation solution, announces its AI Coach is supporting global banks, large BPOs, and leading companies in healthcare, technology, and services industries to develop top-performing customer-facing teams deliver 56% faster Speed to Proficiency, 33% higher CSAT scores, and 32% lower Employee Attrition through AI co

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Omnichannel Customer Service 101: Definition, Benefits, & Tips

Help Scout

Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Blueprint for A Next-Generation Contact Center

LiveVox

The post Blueprint for A Next-Generation Contact Center appeared first on Livevox.

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Data Augmentation for Real-World Multi-Channel Speech Recognition

Nuance

Nowadays, the end-to-end modelling technique is widespread in the field of automatic speech recognition (ASR), with its main characteristic of being able to bring together all the parts in a single neural network: acoustic, pronunciation, and language modelling. To improve the audio quality in the input to the network, multi-channel audio capture devices (microphone arrays) [.

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Computer Telephony Integration; Different ways to Boost Customer Service

Dialer 360

Computer telephony integration means that you can link your call center telephones to their computers. As well as application software is installed in these computers. This software manages the business applications as well as manages calls. Satisfied and glad customers are more loyal. They tell your brand or company to others happy when they have a good customer experience.