Mon.Jan 30, 2023

article thumbnail

How Can AI Automation Improve Call Center Workflows?

LiveVox

AI-driven tools have completely changed the way call centers operate, improving their operations through simplified workflows for agents and as a result, better experiences for customers. AI has upgraded the most common tools call centers rely on to handle customer interactions and manage call center agents. AI tools help boost agent efficiency and productivity and […] The post How Can AI Automation Improve Call Center Workflows?

article thumbnail

Amazing Business Radio: Josh Wheeler

ShepHyken

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

5 Tips for Planning the Growth of your Support Team in the New Year

Nicereply

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again.

Metrics 98
article thumbnail

New Automated QA Feature Update Helps You Improve Auto Score Card Accuracy

MiaRec

A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resulting in only 1-3% of the calls being manually evaluated. Therefore, scoring 100% of the calls using automatic call scoring — in addition to manually scoring calls — is required to get a complete picture.

article thumbnail

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

article thumbnail

Maru’s Guide to the Metaverse, Virtual Reality (VR), and Augmented Reality (AR)

Maru Group

By Maru Entertainment & Technology | January 2023 Web3 was one of the industry’s buzziest terms at the start of 2022. Facebook had gone all in on the Metaverse with their Meta rebrand in October of 2021. NFTs and cryptocurrency were seemingly unstoppable in hype and valuations. Then a series of scandals in cryptocurrency struck, beginning the onset of the crypto winter and skepticism about all Web3 technologies.

More Trending

article thumbnail

Build a water consumption forecasting solution for a water utility agency using Amazon Forecast

AWS Machine Learning

Amazon Forecast is a fully managed service that uses machine learning (ML) to generate highly accurate forecasts, without requiring any prior ML experience. Forecast is applicable in a wide variety of use cases, including estimating supply and demand for inventory management, travel demand forecasting, workforce planning, and computing cloud infrastructure usage.

APIs 65
article thumbnail

2023 Automotive CX Executive Report

Concentrix

Find out where the rubber meets the road in improving automotive CX with key findings from our automotive study conducted in partnership with Salesforce.

article thumbnail

Recession-Proof Your Business with Information Technology (IT)

Anexa BPO

The global economy has experienced a number of recessions throughout history, and businesses of all sizes have been forced to adapt to survive during these tough times. In recent years, we have seen how technological advancements have transformed the way businesses operate, and the use of technology has proven to be an effective way to navigate through economic challenges.

article thumbnail

12 Top Resources for Contact Center Leaders to Start 2023

Amplifai Coaching Category

How can you improve efficiency during an economic downturn? It starts with data analysis, optimizing customer experiences, streamlining processes, adapting to change, and supporting and training your call center employees.

article thumbnail

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.

article thumbnail

Build Respect for Your Brand

Vistio

Watch to the full podcast here:  Or click here to just listen to the audio.                   Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs. It’s easy to posts if you’re a successful business, but how do you become one? Our guest today is Martin Anderson, co-founder and CEO of Lemon Contact Center.

article thumbnail

Discover Spearline Interactive Alerts on Slack!

Spearline

New from Spearline! Get real-time alerts straight to your Slack channel with added number history and redial functionality with Spearline’s new integration. In this blog, Spearline’s Product Manager for Voice Assure, Ola Budak, gives an overview of a brand new feature which will allow organizations to integrate Spearline alerts onto their Slack channel.

article thumbnail

The Missing Link in Strategic Account Management | Kapta

Kapta Customer Success

Harvey Dunham from the Strategic Account Management Association was one of the most popular speaker at KAMCon 2022 the annual account management conference that we host in Boulder, Colorado.

article thumbnail

How can contact centers achieve a 360-degree customer view?

NobelBiz

NobelBiz | Blog How can contact centers achieve a 360-degree customer view? Published on 30. January 2023 Contact centers play a crucial role in providing customer service and support. However, to provide the best possible service, contact centers need to completely understand their customers. And [.] The post How can contact centers achieve a 360-degree customer view?

article thumbnail

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.

article thumbnail

Why A Seamless Customer Experience Is Vital To Your Business Success

TeamSupport

What is a Seamless Customer Experience A seamless customer experience is one where the customer interacts with a company in a smooth, effortless manner. The customer feels that their needs are understood, meaning the company is able to anticipate the customer's needs and proactively offer solutions. For example, a company that offers personalized product recommendations based on the customer's purchase history is demonstrating an understanding of the customer's needs.

article thumbnail

How Email Software Helps Sales Teams Improve Their Relationships with Clients

CSM Magazine

Email software is a program a sales team uses to host, optimize, and secure digital communications for business use. In today’s business world, email software has become essential as more and more sales teams use it to communicate important information, conduct business between clients, and build rapport with clients. This post discusses how sales teams use email software to improve client relationships. 1: It Helps Sales Teams Get Better Knowledge of Clients Two of the greatest barriers to esta

Sales 52
article thumbnail

Top 5 Customer Service Articles of the Week 1-30-2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

article thumbnail

How We Turned Terabytes Of Healthcare Data Into An Automated, Predictive Insights Machine

ConvergeOne

article thumbnail

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!

article thumbnail

The Leadership Blueprint for Culture Change with Kevin Oakes

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. A few reasons why he is awesome —  Kevin is an international keynote speaker, CEO and co-founder of the Institute for Corporate Productivity (i4CP), the world’s leading HR research firm, he’s the author of Culture Renovation: A Blueprint for Action – 18 Leadership Actions to Build an Unsha

Surveys 105
article thumbnail

The 5 Best Yodel Alternatives for Your Business

aircall

Any cloud-based business phone system worth its weight shouldn’t just facilitate customer-facing calls and conversations. They should also empower businesses to drive greater value from their calls and conversations by improving operational processes. Not all phone solutions provide this though, leaving businesses at risk of purchasing a solution from a vendor that doesn’t provide the key features necessary to level up their customer-facing calls.

article thumbnail

When is the Right Time to Grow Your Customer Success Team?

ClientSuccess

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization. This blog post will discuss three metrics to consider when evaluating your customer success team size.

article thumbnail

Top 10 Vonage Alternatives & Competitors in 2023

JustCall

With an increased focus on enhancing customer experience, solutions like business phone systems and call center platforms are non-negotiables in modern tech stacks. A study by The Northridge Group found that 73 percent of customers experience long wait times when needing to reach a human service agent. This harms customer experience and retention. Business phone systems help enterprises reduce wait and resolution time by delivering features for open and seamless communication channels.

article thumbnail

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

article thumbnail

Amazon SageMaker built-in LightGBM now offers distributed training using Dask

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.