Tue.Nov 22, 2022

Top 2022 CX Trends That Will Impact Your Holiday Season

Global Response

The post Top 2022 CX Trends That Will Impact Your Holiday Season appeared first on Global Response. Contact Center

Avoiding 5 Common L&D Mistakes

Contact Center Pipeline

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

30 business leaders share tips for building customer loyalty


Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty


How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Move From Customer Service to CX with the Right Technology

Upstream Works

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.”

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Customer Service: 5 Tips on How to Deliver Great Customer Support


There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood.

Planning Customer Experience Modernization for 2023 and Beyond


“I will allow you to contact me in a variety of ways—web, mobile application, voice, chat, SMS and social media—and I may reach out to you proactively to help you. Customer Experience

5 Key Customer Success-Centered Strategies Marketers Need for Driving Growth


As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer service metrics worth your attention

Provide Support

The post Customer service metrics worth your attention appeared first on Provide Support Blog. Articles Customer service metrics live chat statistics

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

How A Therapy Chatbot Can Provide Essential Healthcare Services


Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year.

New Podcast - with NICE, on Digital Agent Experience

Jon Arnold

New things come up for me pretty regularly, and this time around, I was a guest on CX Pulse , which NICE’s regular podcast. Hosted by Amelia Earhart, we covered some ground around the need to take a digital approach to improving the agent experience.

ByteDance saves up to 60% on inference costs while reducing latency and increasing throughput using AWS Inferentia

AWS Machine Learning

This is a guest blog post co-written with Minghui Yu and Jianzhe Xiao from Bytedance. ByteDance is a technology company that operates a range of content platforms to inform, educate, entertain, and inspire people across languages, cultures, and geographies.

1-on-1 Onboarding Tips for Your Contact Center


When it comes to agent experience, contact centers have made significant strides in recent years. Nonetheless, many still have work to do to overcome a longstanding reputation.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

How Out of Office Messages Connect You to Customers


By Shannon Howard & Jeni Asaba Building genuine relationships with customers is the foundation of any customer advocacy program. There’s no way around it. Superficial interactions are short lived and leave customers feeling used and unappreciated.

The Importance of Client Communication for Businesses

A Better Answer

In the modern market, it’s not enough for a business to create stellar products or offer fantastic services. Successful brands also need to communicate consistently with their clients — after all, no brand can bring in money without keeping its core customers satisfied. Answering Service

5 Things You Can Do to Provide Excellent Passenger Experience in 2022

The Petrova Experience

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation hubs and highways.

Automatic Speech Recognition – What it is? How does it work? Benefits for Call Centers


ASR (automatic speech recognition) is a technology that allows contact center software to detect and analyze spoken phrases and sentences. The audio recordings are subsequently converted into text using the software.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Medical Specialties for All Stages of Life

CSM Magazine

A long time ago, in a galaxy far, far away… okay, so not so much, really. But when we look at the healthcare field, it can sure seem that way. People had a “family doctor” who might even make a house call when one of the kids wasn’t feeling well.

Complete Guide to Creating an Inbound Call Center Strategy


A business cannot survive without offering excellent customer service in today’s era. There should be a way for customers to contact the company for any product/service issues they are facing. It is the company’s responsibility to provide customers with appropriate contact channels.

Transforming Field Service Productivity: Three Trends Have Changed the Game

CSM Magazine

At the height of the COVID pandemic, field services changed in ways that continue to affect how manufacturers and maintainers run their service operations today. These changes are driving different approaches to content delivery that call for new content management technologies.

Guide to choosing between In-House Inbound Call Centers and Outsourced Call Centers


In today’s time, a call center plays a vital role in a business enterprise. It offers customer service, fosters loyalty, and can generate leads. It is also a data source that can be mined for consumer insights. A call center reassures customers that their needs will be catered to at any time.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Implementing Amazon Forecast in the retail industry: A journey from POC to production

AWS Machine Learning

Amazon Forecast is a fully managed service that uses statistical and machine learning (ML) algorithms to deliver highly accurate time-series forecasts. Recently, based on Amazon Forecast, we helped one of our retail customers achieve accurate demand forecasting, within 8 weeks.

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How to Start an Email


Regardless of the subject you are going to write about, knowing how to start an email plays a significant role in whether the recipient will keep reading the message or not. It’s fundamental to be polite, and analyze your target audience, and the purpose of the message.

Accelerate multilingual workflows with a customizable translation solution built with Amazon Translate

AWS Machine Learning

Enterprises often need to communicate effectively to a large base of customers, partners, and stakeholders across several different languages. They need to translate and localize content such as marketing materials, product content assets, operational manuals, and legal documents.

APIs 66

Converting Your Leads into Sales: 8 Tips You Need to Implement


While generating leads is crucial, turning leads into paying customers is what will help you grow a business. However, many companies forget to nurture the sales process and only focus on increasing leads. Due to this, their sales and marketing efforts may not bring optimal results. .

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Real-time analysis of customer sentiment using AWS

AWS Machine Learning

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment.

APIs 65

Concentrix Recognized for Green Achievements


Concentrix Earns awards from EcoVadis, Ecological Blue Flag Program, and for Greenhouse Gas emission reduction. 2022 Awards


Identifying landmarks with Amazon Rekognition Custom Labels

AWS Machine Learning

Amazon Rekognition is a computer vision service that makes it simple to add image and video analysis to your applications using proven, highly scalable, deep learning technology that does not require machine learning (ML) expertise.

APIs 63