ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. They should help provide quick service , sustain positive customer relationships, and help address concerns prospects have from becoming one. .

Customer Service 180

Customer Service Customer Support Marketing Metrics 180

Contact Center Pipeline

OCTOBER 14, 2022

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new deal can save customers money and/or provide them with invaluable products or services they never thought they wanted or could afford. By the same token, being informed about inadvertently missed […].

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Customer Experience Customer Service Management 130

AWS Machine Learning

OCTOBER 14, 2022

This post was co-written with Tobias Wenzel, Software Engineering Manager for the Intuit Machine Learning Platform. We all appreciate the importance of a high-quality and reliable machine learning (ML) model when using autonomous driving or interacting with Alexa, for examples. ML models also play an important role in less obvious ways—they’re used by business applications, healthcare, financial institutions, amazon.com, TurboTax, and more.

Metrics 83

Metrics Engineering Healthcare Analytics 83

Eptica

OCTOBER 14, 2022

Date: Friday, October 14, 2022 Author: Pauline Ashenden - Demand Generation Manager Seven ways to tackle call abandonment in the contact centre. Published on: October 14, 2022. Author: Pauline Ashenden - Demand Generation Manager If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.

Abandon rate 71

Abandon rate Best practices Chatbots Management 71

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Concentrix

OCTOBER 14, 2022

Understand how the advisor experience influences the customer experience and the role digital-first technology plays in transforming both. The post Reimagine CX: Enabling Advisors with Technology appeared first on Concentrix.

Technology 62

Technology Customer Experience 62

Concentrix

OCTOBER 14, 2022

Understand how the advisor experience influences the customer experience and the role digital-first technology plays in transforming both. The post Reimagine CX: Enabling Advisors with Technology appeared first on Concentrix.

Technology 62

Technology Customer Experience 62

Anexa BPO

OCTOBER 14, 2022

There is an emerging – and important – trend on the horizon. Retail media networks are showing up as the future of retail. What is a retail media network? It’s a component of a retailer’s website or app that gives outside advertisers access to its first-party customer data and channels. This allows brands to reach in-market consumers when they are in a purchasing mood.

Advertising 52

Advertising outsourcing Self service APIs 52

Abby Connect

OCTOBER 14, 2022

Owning your own business was the dream, right? You would get to set your own schedule, run things how you want, and stop working for somebody else. You probably expected at least a little stress.

Customer Service 52

Customer Service 52

CSM Magazine

OCTOBER 14, 2022

To ensure that your business stays relevant and continues to achieve success well into the future, you need to know how to appeal to the younger generation. By targeting younger customers, you’ll be able to expand your reach and potentially get even more sales. However, engaging with young customers isn’t always easy. If done incorrectly, your marketing efforts could fail to reach the intended audience or even turn young customers away.

Advertising 52

Advertising Marketing Personalization Sales 52

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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

Surveys

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. According to Statista , the e-commerce sales figure is expected to reach 8.1 trillion USD by 2026. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention.

Contact center software 52

Contact center software Contact Center Analytics Abandon rate 52

CSM Magazine

OCTOBER 14, 2022

In today’s fast-paced business environment, customers want a service that is immediate, accurate and efficient. This can be a challenge for businesses that are dealing with high volumes of customer interactions. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making. Decision engines use data and analytics to identify the best course of action in a situation.

Engineering 52

Engineering Service level Customer Service Wait times 52

kommunicate

OCTOBER 14, 2022

Last Updated on October 14, 2022 Not compromising on customer assistance while lowering operating expenses is one of the key components of call center agencies keeping a competitive advantage in the industry. For businesses that must be incredibly vital and cost-effective, lowering call expenses per call is a significant priority. However, implementing successful tactics for [.].

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Call Center Customer Support 52

Voiptime

OCTOBER 14, 2022

Who is responsible for providing an outstanding customer experience and solving clients’ problems? Who realizes excellent customer service? Who are the irreplaceable workers in the customer support department? The answer is clear - it’s the customer service representatives. They are those who create a customer’s image of a brand, come with assistance when the client needs it, do sales and ensure customer retention.

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Customer Support Coaching Customer retention Sales 40

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.

Customer Experience

Brad Cleveland Blog

OCTOBER 14, 2022

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound contacts at any … Continue reading → The post The Psychology of Queues appeared first on Brad Cleveland.

Contact Center 46

Contact Center Call Center Customer Experience Customer Service 46

SmartKarrot

OCTOBER 14, 2022

Role: Head of Customer Experience Location: Remote, New York, NY, US Organization: Oden Technologies As a Head of Customer Experience, you will be hiring, leading and retaining customer success talent responsible for driving value delivery for the customers. Driving the development, implementation, and CSM enablement of playbooks and lifecycles. Building relationships with key internal stakeholders at the customers, including executives, senior management in operations and engineering, and facto

Upselling 19

Upselling Engineering Education Best practices 19

Brad Cleveland Blog

OCTOBER 14, 2022

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound contacts at any … Continue reading → The post The Psychology of Queues appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Experience Customer Service 26

SmartKarrot

OCTOBER 14, 2022

All your client accounts are not created equal. And a smaller proportion of these accounts probably bring in the most money for your company. As a result, you must pay close attention to these key accounts to maintain and possibly even increase the revenue your business can produce. For this reason, you require a key account management process. . CEOs (Chief Executive Officer) and chief sales officers place a high priority on key account programs.

Accountability 10

Accountability Management Enterprise Sales 10

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

AWS Machine Learning

OCTOBER 14, 2022

Amazon Neptune ML is a machine learning (ML) capability of Amazon Neptune that helps you make accurate and fast predictions on your graph data. Under the hood, Neptune ML uses Graph Neural Networks (GNNs) to simultaneously take advantage of graph structure and node/edge properties to solve the task at hand. Traditional methods either only use properties and no graph structure (e.g., XGBoost, Neural Networks), or only graph structure and no properties (e.g., node2vec, Label Propagation).

Construction 67

Construction Education Management 67

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. A book shift is where you take all of the accounts your CS organization is responsible for, and reassign them to new CSMs. You might move accounts based on contract value, or employee count, or the arrival of specialized CS professionals on your team.

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SaaS Accountability Enterprise Service level 52

AWS Machine Learning

OCTOBER 14, 2022

Amazon SageMaker multi-model endpoint (MME) enables you to cost-effectively deploy and host multiple models in a single endpoint and then horizontally scale the endpoint to achieve scale. As illustrated in the following figure, this is an effective technique to implement multi-tenancy of models within your machine learning (ML) infrastructure. We have seen software as a service (SaaS) businesses use this feature to apply hyper-personalization in their ML models while achieving lower costs.

APIs 77

APIs Metrics SaaS Best practices 77