Mon.Oct 10, 2022

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How CX Leaders Can Engage with Agents

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ?. We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better which is available now. He’s an expert in all things change management, but you’ll have to tune in to hear what he calls it because he doesn’t actually love that term’s vibe.

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What omnichannel in Customer Service is all a-bot

Customer Contact Central Submitted Articles

If you spent any time at all online today, chances are you encountered a chat bot. Bots are a cost-effective, frontline customer service mechanism, the first channel in omnichannel customer service.

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Customer experience + employee experience = ROI

Callminer

Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines. Read on for a summary of the discussion.

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Contact center vs call center: the difference explained and — more importantly — realized

Customer Contact Central Submitted Articles

What makes the contact center different from the call center? It's more than just a call center with email and chatbots.

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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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Contact Center Location Strategy in a Remote World

BlueOcean

How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.

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How to Launch a Successful Outsourced Contact Center Implementation

BlueOcean

The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.

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The Timeless Consumer Needs That Define Great CX | Skybridge Americas

Customer Contact Central Submitted Articles

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility, adaptability, and create nimble, forward-thinking leadership teams.

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In-App Notifications vs. Push Notifications: Can You Tell the Difference?

HelpCrunch

How to get through to a mobile user? Sadly, you can’t take a megaphone to convey a message to them ?? What about emails? They could save the day for a change. However, you have [ … ]. The post In-App Notifications vs. Push Notifications: Can You Tell the Difference? appeared first on HelpCrunch blog.

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Don't allow a disaster to derail your Contact Center | IR

Customer Contact Central Submitted Articles

While reactive disaster response and management is necessary, proactive risk management is all about taking preventative measures before the event to decrease its severity, or in some cases, stop a disaster from happening at all.

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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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What Makes an Excellent Inbound and Outbound Call Center…My Professional (And Humble) Opinion

Quality Contact Solutions

Hello, My name is A.J. Windle, and I’ve worked in the call center industry for more than 20 years. I’ve been a call center agent, Supervisor, QA Manager, Program Manager, Facilities Manager, Director of Operations, and Director of Client Engagement. My experience includes running multiple call center businesses, managing programs working directly with 40+ unique call center partners, and collaborating with hundreds of clients, building successful inbound and outbound call center prog

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IVR Analytics and Reporting Improves Contact Center Performance | Aceyus

Customer Contact Central Submitted Articles

Proactive and accurate IVR reporting and analytics identifies bottlenecks in workflow and other problems before they affect performance.

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What is CSAT Score and How to Boost it Using Chatbots

kommunicate

Last Updated on October 10, 2022 Tracking the overall performance of your business involves mapping out the terrain of customer experience. Whether it involves your product or customer support, customer experience and satisfaction are the pillars of sustainability in business. Today, companies use CSAT scores (customer satisfaction scores) to determine how satisfied their customers are [.].

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The AI-Driven Customer Experience in the Contact Center Space | Aceyus

Customer Contact Central Submitted Articles

An AI-Driven Customer Experience plays an important role in the contact center space, but AI is not ready to replace human agents.

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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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Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each

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Tips and best practices for managing a remote call center

Customer Contact Central Submitted Articles

Read this post to learn tips and best practices for managing a remote call center.

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Harnessing outcomes-focused AI in radiology reporting: It all starts with the data

Nuance

We often talk about the value of AI in radiology reporting, but AI can only deliver value if it provides meaningful, actionable insights that inform care and improve outcomes. To do that, AI needs a steady diet of high-quality, relevant data and advanced analytics to measure its performance. Many radiology organizations are starting to integrate [.].

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CCTC Event in Toronto - Some Photos

Jon Arnold

Before the moment passes entirely - this is my first chance to share some photos here from last week’s CCTC networking event in Toronto. Canadian telecom and tech consultants rarely have events where all can gather, so this was a welcome development, led by long-time consultant Cheryl Helm. We had a decent turnout, including a handful who participated virtually.

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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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11 Best Productivity Software for Small Businesses

JivoChat

According to an analysis by Deloitte , small businesses that utilize technology experienced a growth rate four times as high. They also earned twice as much revenue per employee and were almost thrice as likely to create jobs in the next year. As a small business owner, you understand how running a business can be a complicated, stressful, and time-consuming endeavor.

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Detect fraud in mobile-oriented businesses using GrabDefence device intelligence and Amazon Fraud Detector

AWS Machine Learning

In this post, we present a solution that combines rich mobile device intelligence with customized machine learning (ML) modeling to help you catch fraudsters who exploit mobile apps. GrabDefence (GD), Grab’s proprietary fraud detection and prevention technology, and AWS have launched GDxAFD, a fraud detection solution tailored for mobile apps that integrates GD’s device intelligence capabilities with Amazon Fraud Detector , AWS’s fully managed ML fraud detection solution.

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Cloud-based CRM: O’ the Workflow Possibilities!

LiveVox

A cloud CRM is a customer relationship management tool that’s used to provide a satisfactory customer experience. The post Cloud-based CRM: O’ the Workflow Possibilities! appeared first on LiveVox.

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Improving Contact Center Performance Through Improved Non-Call Time Tracking

WiserOwl Blog

It is no secret that the Contact Center industry is under pressure to improve performance while reducing costs. A recent study by Bain & Company found that 86% of Contact Center leaders want to do that. And one of the key ways they manage their operations is to track agent time. However, as Contact […]. The post Improving Contact Center Performance Through Improved Non-Call Time Tracking appeared first on WiserOwl.

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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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Think You’re Customer Centric? Brian Solis Has a Quiz for You

Skybridge

In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do. Is that your current model? Beneath that compelling little graphic or statement, you probably have a long list of IT investments and process improvements that make it easier for customers to make purchases, access custom

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Closed-loop feedback: What it is and how to build a successful closed-loop feedback system

delighted

You’ve collected survey data and analyzed it – now what? The customer will be waiting for acknowledgment or an update from your company, so creating an efficient, organized, and candid closed-loop feedback system to tie up loose ends with your customers is vital. Ultimately, customers need to feel heard and understood. To have taken the time to answer your surveys and provide you with feedback but not see any significant change or follow-up is discouraging – and, can lead to disloyal customers w

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The internal account review - an essential step in QBR preparation

Kapta Customer Success

How you prepare for Quarterly Business Reviews (QBRs) is critical to their success. These meetings are a huge opportunity to engage with key customer contacts, especially C-level ones you only see at these meetings. So, be ready to use QBRs to maximum benefit by making them valuable to all participants.

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From Volume to Value: Switching Customer Communication KPIs

Quadient

From Volume to Value: Switching Customer Communication KPIs. Marissa Feigen. Mon, 10/10/2022 - 14:40. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. Every business head has more problems than they can usually handle at any given time, and “changing the documents” rarely hits the top of the to-do list.

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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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3 Ways to Maximize Efficiency with a Blended Call Center

TCN

Changing gears when transitioning between outbound and inbound calling can be a major headache for. The post 3 Ways to Maximize Efficiency with a Blended Call Center appeared first on TCN.

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Better Customer Experiences Begin with Better Information

CSM Magazine

Typically, taking your car to the shop isn’t a pleasurable experience. Even if you roll in for a simple oil change, there’s always something else that needs to be addressed. Often customers are skeptical about a shop’s recommendations and have a perception they’re being upsold on unnecessary repairs. You could attempt to change that perception with advertising, and push the message that your shop is the “most honest”, but is this really getting at the heart of

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Outlook for Interaction Analytics

DMG Consulting

Outlook for Interaction Analytics. October, 2022 By Donna Fluss. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. Given this important milestone, I thought it would be interesting to consider the future outlook for this mission-critical solution. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.