HelpCrunch
FEBRUARY 10, 2023
It seems that only yesterday chatbots were something new and unusual and today they are everywhere. In fact, 80% of people have interacted with a chatbot on a certain occasion, and that is something to [ … ] The post Chatbot Best Practices: How to Build a Successful Chatbot in 2023 appeared first on HelpCrunch blog.
Myra Golden Media
FEBRUARY 10, 2023
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.
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Contact Center Pipeline
FEBRUARY 10, 2023
“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer “The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war.
LiveVox
FEBRUARY 10, 2023
In the digital age, when your system goes down, your business goes with it. The impact of service disruptions on your customers, employees, brand reputation, and bottom line can be staggering. The post Why Resilience Is Critical in the Modern Contact Center appeared first on LiveVox.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Netomi
FEBRUARY 10, 2023
OpenAI’s ChatGPT crossed more than 1 million users within a week. This is a testament to the immense potential of powerful language models. ChatGPT is currently available for research preview, but numerous experimental features were introduced using the GPT3.5 base model architecture. These advancements are propelling the transformation of conversational AI towards a human-like experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
FEBRUARY 10, 2023
Global supply chain issues, labor challenges, and inflation are expected to continue challenging businesses throughout 2023. Therefore, it is essential to refine your small business marketing strategies and find what’s most effective to help limit the potential adverse business impact. It very well might be that whoever has the more creative solutions for their customers’ needs will win the business.
NobelBiz
FEBRUARY 10, 2023
Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? Steve Bederman: I think it is simple and not only for contact centers, but for every relationship and consumer related relationship, and it is what you said when you introduced me: ”Make a promise, keep a promise.
Quality Contact Solutions
FEBRUARY 10, 2023
Global supply chain issues, labor challenges, and inflation are expected to continue challenging businesses throughout 2023. Therefore, it is essential to refine your small business marketing strategies and find what’s most effective to help limit the potential adverse business impact. It very well might be that whoever has the more creative solutions for their customers’ needs will win the business.
NobelBiz
FEBRUARY 10, 2023
Steve Bederman: For contact centers, 2020 was eventful and revolutionary. The earliest mindset of the industry was always to remain in its comfort zone but with the pandemic, they had to learn how to work from home and adopt new technologies. Today contact centers embraced change like never before and I think 2021 will be fantastic. Bruce Belfiore: How did the pandemic impact management outlooks in adopting new technologies, especially in regards to Omnichannel and Social Media?
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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
CSM Magazine
FEBRUARY 10, 2023
Learning how to leverage customer feedback and and interpret it in meaningful ways is essential for any business that wants to succeed. Here are some ways organizations can use customer feedback to delight their customers. Understand Your Customers The first step in using feedback to exceed expectations and create a memorable experience for customers is understanding them.
NobelBiz
FEBRUARY 10, 2023
Doug Green: I mentioned earlier in the podcast that the crisis may have changed the way a lot of companies did their business and especially in the contact center. Everyone had to go distributed. Did you experience change during the course of the crisis? This article is part of Steve’s interview with Doug Green. Listen to it here: Steve Bederman: Huge change.
CSM Magazine
FEBRUARY 10, 2023
There are many skills that a customer service manager needs to succeed in their chosen career. In addition to dealing with customers, you will also be managing a team of customer service representatives, and you will need to understand how to do this effectively. When applying for jobs, you should show the essential skills required for a customer service manager and be able to give examples to prove you have these skills.
NobelBiz
FEBRUARY 10, 2023
Christopher Brooks Consumers are now evaluating the organizations that they trust based on their responsibilities to their employees and to societies. So, does the leader now need to rethink in terms of their responsibilities to do the right things in the right way? Do they now have to take into consideration the impact of their actions on society and communities as well as employees and their customers?
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.
Advantage Communications
FEBRUARY 10, 2023
The choice between an outsourced contact center and on-premise customer service solutions can be a difficult one for businesses. Both options have their own benefits and drawbacks, making it important for you to carefully consider your needs.
NobelBiz
FEBRUARY 10, 2023
Christian: We’re transitioning to a world in which people live in different parts of the country. You now have access to talent pools in various places – whether it be in call center agents, whether it be members of your leadership and management teams. Have you been in positions in which you’ve had to have management of a virtual organization and if so, do you have any keys to success or even challenges to managing organizations that are built that way?
CSM Magazine
FEBRUARY 10, 2023
Customer complaints can be a tricky thing to navigate as a business. You want to ensure that you are resolving any issues customers may have, while also protecting your reputation and bottom line. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding. 1. Listen & Understand Your Customer’s Complaint The most important part of handling customer complaints is listening to your customer’s complaint and trying to understand
NobelBiz
FEBRUARY 10, 2023
How does the industry shift after a global pandemic? What is the specific need contact centers have now and who will be the ones to rise and meet that need? And why are some contact centers still slow to adopt what would be the only way to save their business? That’s what I talked about during my brief appearance on the wonderful Nancy Munro’s podcast “Contact Center Insights.
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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.
CSM Magazine
FEBRUARY 10, 2023
For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company. Who Exactly is Gen Z? Pew Research Center considers people born between 1981 and 1996 (ages 23 to 38 in 2019) as Millennials, and those born from 1997 onward as part of the Gen Z gener
Concentrix
FEBRUARY 10, 2023
Gain insight into the lived experience of trust and safety experts and the impact of wellness interventions.
Brad Cleveland Blog
FEBRUARY 10, 2023
The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company … Continue reading → The post Listening to the Voice of the Customer appeared first on Brad Cleveland.
Zappix
FEBRUARY 10, 2023
As the BPO industry moves into 2023, it is set for significant transformation with the advent of cutting-edge technologies and trends. Advancements in AI, cloud-based solutions, and omnichannel communication drive innovation and enable organizations.
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!
Brad Cleveland Blog
FEBRUARY 10, 2023
The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company … Continue reading → The post Listening to the Voice of the Customer appeared first on Brad Cleveland.
SmartKarrot
FEBRUARY 10, 2023
Role: VP of Customer Success Location: Shakopee, MN, United States Organization: Entrust As a VP of Customer Success you’ll determine, persuade, and coordinate stakeholders on customer priorities. Gain a thorough awareness of the objectives, priorities, and decision-making procedures of the customers. Use facilitation and industry knowledge to bring stakeholders together within the client to help them visualise and align goals/metrics.
AWS Machine Learning
FEBRUARY 10, 2023
This post is co-written with Jonathan Jung, Mike Band, Michael Chi, and Thompson Bliss at the National Football League. A coverage scheme refers to the rules and responsibilities of each football defender tasked with stopping an offensive pass. It is at the core of understanding and analyzing any football defensive strategy. Classifying the coverage scheme for every pass play will provide insights of the football game to teams, broadcasters, and fans alike.
NobelBiz
FEBRUARY 10, 2023
Steve Bederman: We hear a lot about customer experience these days, but the ideal of CX has to be underlined with the ability to do it. How do I communicate with the people I need to reach (customers, prospects etc.)? At NobelBiz we`ve taken that vision that I had and implemented it with the development of what we call the OMNI+ solution. It allows contact centers (or any business for that matter) to communicate on any level, at any time, in a comfortable fashion.
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
NobelBiz
FEBRUARY 10, 2023
Fernando Corona And so, right now, what are call centers? I guess, what’s their struggle of current call centers that don’t have your guys’ service or product? Steve Bederman Well, really, a critical time with the pandemic. Most people, I think you may be too, are at home, I’m at home – you can see. We’re all working from home. So to be able to do that properly at a contact center who’s connecting with third parties all over the world, you need to be able to have the technology that
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