Tue.May 09, 2023

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What is Automated Quality Management (AQM) for Contact Centers?

Balto

As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.

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Voice of the Customer-Driven Service with Evan Klein

ShepHyken

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

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Sentiment Analysis on Customer Feedback: A Guide to Enhance Customer Experience

Lumoa

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

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Cisco Thanks Our Teachers Across the Globe

Cisco - Contact Center

This week is Teacher Appreciation Week, and we at Cisco want to send a big THANK YOU to teachers around the global who do so much for our students and our communities!

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Reimagine Your Communications With A Unified Platform

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.

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SharpenCX Announces Acquisition of Webtext

Webtext

INDIANAPOLIS, Ind. – May 9, 2023 – SharpenCX, an all-in-one unified contact center platform, today announced it has completed the acquisition of Webtext, an omnichannel messaging solution. This acquisition brings Sharpen’s mission to empower exceptional agent and customer experiences to on-premises contact centers, allowing rapid digital transformation supporting messaging, webchat and social channels.

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Transform, analyze, and discover insights from unstructured healthcare data using Amazon HealthLake

AWS Machine Learning

Healthcare data is complex and siloed, and exists in various formats. An estimated 80% of data within organizations is considered to be unstructured or “dark” data that is locked inside text, emails, PDFs, and scanned documents. This data is difficult to interpret or analyze programmatically and limits how organizations can derive insights from it and serve their customers more effectively.

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The Bridge to Accessible and Inclusive Learning for All  

Cisco - Contact Center

The shift to digital has permeated almost every facet of modern life, including communication, work, learning, and socialization.

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Benefits of Outsourcing Your Cybersecurity Operations

Helpware

It doesn’t matter if your company is customer-facing or B2B. Your greatest responsibility is protecting both your and your consumers’ personal information. Failing to do so won’t only have serious implications for you—social, financial, ethical, and even legal implications, at that—but also for the clients who entrusted you with their most sensitive privacies.

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Leveraging Zero Trust Capabilities for Government

Cisco - Contact Center

Since 2020, there has been a dizzying number of cybersecurity directives and orders from governments around the world.

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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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The Rules of The Road For a Cloud Based Phone System

LiveVox

Change can seem daunting, especially when it involves businesses that are transitioning to something new like a cloud-based phone system. In the ever-evolving call center industry, change is guaranteed, though. The post The Rules of The Road For a Cloud Based Phone System appeared first on LiveVox.

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Cisco U. Snack Minute Celebrates 100 Episodes

Cisco - Contact Center

Cisco U. Snack Minute has reached a significant milestone with its 100th episode, and it’s worth celebrating.

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CX Research

Concentrix

Learn how Concentrix’s customer experience research solution can help you better understand the customer lifecycle—driving your brand to CX growth.

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Humanize your marketing content to connect with customers

Cisco - Contact Center

Considering that 100% of B2B buyers prefer a self-service buying process, and that 55% of B2B buyers rely on digital content when making purchasing decisions, marketers must be able to connect with… Read more on Cisco Blogs

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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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How to humanize your brand and build trust with customers

AnswerConnect

Humanizing your brand builds client relationships. Learn how to prioritize customer satisfaction and maintain open lines of communication. The post How to humanize your brand and build trust with customers appeared first on AnswerConnect Blog.

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IntouchCX Partners With Modulate In The Fight Against Online Toxicity

24-7 InTouch

WINNIPEG, MB – MAY 9, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with Modulate to provide powerful live voice chat moderation tools for their gaming brand partners. IntouchCX is the first BPO partner for Modulate and its product ToxMod, which is the only proactive voice-native moderation solution available today.

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Customer Service VS. Customer Experience

Ann Michaels and Associates

When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door?

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How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained

CSM Magazine

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.

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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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The Perfect Recipe for PTO (Personal Time Off)

Cisco - Contact Center

On a recent Sunday, I went to Phoenix with my mom. She is an accomplished fiber artist who was asked to take part in a TV show highlighting her art quilts.

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7 Characteristics of Customer Advocacy: A Self-Assessment

Brad Cleveland Blog

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out … Continue reading → The post 7 Characteristics of Customer Advocacy: A Self-Assessment appeared first on Brad Cleveland.

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3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money

The Petrova Experience

Hospitality is a cornerstone of customer experience in travel , healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer loyalty. However, when it comes time to cut costs, it is often where businesses start. Today, we are looking at three mistakes in hospitality implementation that promise to save money in the short-term, bult ultimately do not deliver CX impact you need and your customers deserve.

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How to use call center statistics for making the right management decisions?

Voiptime

We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?

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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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How Back Office Support Services Help Companies Grow

Back Office Centers

Large American corporations continue to struggle with back-office tasks. Nothing is more infuriating than wanting to concentrate on worthwhile endeavours but being forced to waste time on administrative duties. For a variety of reasons, including cost savings, enhanced effectiveness, better scalability, access to specialised knowledge, and utilising technology, businesses outsource their back office support services.

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Hello world!

Stratifyd

Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Hello world! appeared first on Stratifyd.

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How the Cloud has Changed the High Availability and Disaster Recovery Game for CIOs

ConvergeOne

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7 Characteristics of Customer Advocacy: A Self-Assessment

Brad Cleveland Blog

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out … Continue reading → The post 7 Characteristics of Customer Advocacy: A Self-Assessment appeared first on Brad Cleveland.

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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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May 09 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Durham, NC, United States (Remote) Organization: Upswing As a Customer Success Manager, you’ll manage a $1 million or less yearly book of business that is typically made up of 20 to 30 partner institutions. To ensure proper and complete use of the Upswing products, develop strong relationships with stakeholders and university and college administration.

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Product News – April 2023

Lumoa

Lumoa Product News for April 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Try the new Impact Page We are going to be recreating the Impact page in Lumoa. You can try it out right now by logging in to Lumoa, but we wanted to showcase why we are making this change: The new impact page should be faster and more consistent in how it loads

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Call Center Dialer Software: Optimization Best Practices

NobelBiz

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo