Wed.Mar 08, 2023

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HOW TO PREVENT AGENT APATHY

CCNG

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. Despite the creativity of your approaches or the generosity of your rewards and incentives, you've likely come across a particular challenge: apathy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195
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Complaints and Problems Are Opportunities to Show How Good You Are

ShepHyken

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience.

Marketing 296
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How to use the customer retention rate formula

Callminer

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

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Cloud+Remote=Profits

Contact Center Pipeline

The COVID-19 pandemic’s disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more effective and efficient, helping them optimize profits under unpredictable economic conditions.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Use Snowflake as a data source to train ML models with Amazon SageMaker

AWS Machine Learning

Amazon SageMaker is a fully managed machine learning (ML) service. With SageMaker, data scientists and developers can quickly and easily build and train ML models, and then directly deploy them into a production-ready hosted environment. Sagemaker provides an integrated Jupyter authoring notebook instance for easy access to your data sources for exploration and analysis, so you don’t have to manage servers.

Scripts 102

More Trending

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Women, DEI, and the Future of the Workplace

24-7 InTouch

Our Director of Inclusion, Sustainability, and Community, Darlene Hunter, offers invaluable insight into the importance of diversity, equity, and inclusion (DEI) in the workplace. While this work is crucial to the everyday lives of all people, International Women’s Day offers a perfect opportunity to highlight what advancing and supporting women can do for individuals, businesses, and communities alike.

Metrics 98
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5 Reasons You Should Use Cloud Calling in 2023

Calltools

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. With worldwide end-user spending on public cloud services to total $591.8 billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

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Leverage AI for Business Growth and Success

VirtualPBX

VirtualPBX is committed to delivering the latest and most innovative technologies, including AI for business, to ensure that our customers receive the best products and services possible. Recently, we leveraged the power of AI to design and build our text messaging compliance process , which ensures that our customers remain compliant with regulatory standards.

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Tips for Writing Effective Customer Success Follow-Up Emails

ClientSuccess

Research Vectors by Vecteezy Personalize your email One of the most important things you can do is ensure your email is personalized. Not just their name – show an understanding and compassion for their specific issue or request. This will make the customer feel valued and show that you take their concerns seriously. Use Templates As an Aid, Not a Crutch Using templates or predefined prompts to write emails is a great time-saving tool.

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The Open CCaaS Advantage Report

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.

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5 Tips for Customer Retention

Return Customer

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Of course, where subscription services are concerned, there’s a greater realization that keeping the customers one has is much cheaper, and theoretically, much easier, than trying to get new customers. But whatever your line of business, the basic principle applies.

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How to Make a Bitmoji

JivoChat

When you learn how to make a Bitmoji, you can create your own personalized emoji to send messages through different apps. You can choose the face and body characteristics of the emoji according to yours. Check out the article to know more about it. What Is a Bitmoji? Bitmoji is a personalized emoji that you can customize multiple details, changing characteristics like hair length and color, eye format and color, skin tone, facial and body shape, clothes, and much more.

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Portfolio optimization through multidimensional action optimization using Amazon SageMaker RL

AWS Machine Learning

Reinforcement learning (RL) encompasses a class of machine learning (ML) techniques that can be used to solve sequential decision-making problems. RL techniques have found widespread applications in numerous domains, including financial services, autonomous navigation, industrial control, and e-commerce. The objective of an RL problem is to train an agent that, given an observation from its environment, will choose the optimal action that maximizes cumulative reward.

Finance 75
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Call Center Coaching Feedback – Everything You Need to Know

Amplifai Coaching Category

Examples of effective call center coaching feedback, tips and best practices for delivering feedback to agents, common coaching feedback mistakes (and how to avoid them!), and the benefits of delivering coaching feedback the RIGHT way.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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LiveVox’s Women in Tech Coffee Chat: Computer Science Students Talk Tech Careers and Future of Tech

LiveVox

In their most recent virtual Coffee Chat, LiveVox’s Women in Tech Co-Chairs Victoria Edwards and Dawn Fletcher explored the mindset and motivations of the upcoming generation of tech professionals. Students Missy Bridgwater, University of California, Los Angeles, and Reagan Meek, University of Southern California, described their journey into computer science as being driven by their […] The post LiveVox’s Women in Tech Coffee Chat: Computer Science Students Talk Tech Careers and Future of

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"Channeling" the Best Channel Strategy for Your Contact Center

Injixo

I read an article late last year about an airline that was going to do away with phones as a contact channel. At first, I was shocked. I understand that from a pure efficiency perspective taking things digital makes sense. From a customer perspective, people are migrating to non-voice channels as well. So while I was initially surprised, as I started to think through it, it wasn’t as wild as it seemed.

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Peter’s Perspective: Ted, the CFO,Grabs the Mic

Education Services Group

I’ve never been a CFO, but I’ve known and worked with more than a few – some have been friends – and one is a current colleague, Ted. Ted’s a great guy. Humble, unassuming, smart, and intimidating in a friendly way. I think Ted and all the CFOs I’ve known might see themselves in this list below. Spoken in the voice of a typical CFO… I’m a fan of: • Spreadsheets • Making money for the company • Positive cash flow • Comfortable profit margins • Not losing money for the company • Spendi

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"Channeling" the Best Channel Strategy for Your Contact Center

Injixo

I read an article late last year about an airline that was going to do away with phones as a contact channel. At first, I was shocked. I understand that from a pure efficiency perspective taking things digital makes sense. From a customer perspective, people are migrating to non-voice channels as well. So while I was initially surprised, as I started to think through it, it wasn’t as wild as it seemed.

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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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Women in Power: 11 CX Leaders You Should Start Following

JustCall

More women are making strides in leadership roles. And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Here are 11 trailblazing women in CX you should start following in 2023: 1.

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The Difference Between Preview and Predictive Dialers

TCN

Before modern dialing solutions were created, there was only one, labor-intensive way to connect with. The post The Difference Between Preview and Predictive Dialers appeared first on TCN.

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The Benefits of a Career in Customer Service

CSM Magazine

There are over 500,000 customer service professionals currently employed in the UK, and these roles are so popular for good reason. Being a customer service professional equips you with useful life skills that can benefit not just your professional career, but your personal development, too. With that in mind, let’s dive into some of the most common benefits associated with a career in the customer service sector.

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Mar 08 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success & Services Location: Boston, MA, United States (Remote) Organization: 1upHealth, Inc. As a VP of Customer Success you’ll be defining the customer journey, implementing programmes to help customers drive business value, customer goal achievement, new features, and new use-cases, and collaborating across teams to identify and pursue customer growth opportunities, companies can increase the lifetime value of their customers.

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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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Nationwide Catering Services Celebrates Massive Milestone with BigChange

CSM Magazine

Nationwide Catering Services (NCS), which has been supporting the UK food service industry since 1953, is celebrating ten years of using BigChange job management software. Recognising its potential above other systems available on the market at the time, NCS was the first to adopt the then newly launched all-in-one job management system. Since implementing BigChange, Yorkshire-based NCS has grown significantly, seeing a 70 percent increase in turnover, with BigChange helping to underpin this suc

Finance 52
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How Marubeni is optimizing market decisions using AWS machine learning and analytics

AWS Machine Learning

This post is co-authored with Hernan Figueroa, Sr. Manager Data Science at Marubeni Power International. Marubeni Power International Inc (MPII) owns and invests in power business platforms in the Americas. An important vertical for MPII is asset management for renewable energy and energy storage assets, which are critical to reduce the carbon intensity of our power infrastructure.

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The ultimate guide to creating great customer experiences

Method:CRM

Creating great customer experiences is essential for any business. It makes the difference between your customers staying with you or taking their business elsewhere. In this ultimate guide, you’ll look at how to measure customer experience, and 7 customer experience improvement strategies you can use to create an exceptional customer journey.

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How Your Business Can Prepare for the Future of CX

3CLogic

Even as CX technology advances – from automations to AI – at the end of the day, customers still want one thing: quality, personalized service experiences. No matter the form of communication offered, whether it be self-service, SMS, digital channels, or phone conversations with a service rep, organizations that are able to consistently deliver exceptional personalized experiences across channels will retain an immense competitive advantage.

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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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Customer Service vs. Customer Success: What Is the Difference?

Nicereply

Customer service vs. customer success. They both affect customer experience, but are they the same thing? And if not, what’s the difference? Are you utilizing these tools to give your customers a positive customer experience ? Finding the answers to these questions is something many business leaders have to deal with. In today’s world of saturated markets, discerning customers, and fast-paced technological advancements, it can be hard to keep up with the best business practices.

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Why are businesses still investing in IVR systems?

Babelforce

If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues to grow. 47% of consumer respondents to a 2019 survey said they experience frustration when encountering call center IVR systems. 51% of those surveyed have even abandoned calls rather than navigate an IVR menu.