Mon.Mar 13, 2023

article thumbnail

Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world.

article thumbnail

A Five-Star Experience with Katie Mares

ShepHyken

Top Takeaways: In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere. Use your customer’s name. Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.

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

8 Customer Service Challenges Harming Your Bottom Line [+ How to Conquer Them]

HelpCrunch

Our life is a challenge from the offset. First, we learn how to crawl and walk. Then, it’s time to socialize with other kids in kindergarten and school where we fight for a place in [ … ] The post 8 Customer Service Challenges Harming Your Bottom Line [+ How to Conquer Them] appeared first on HelpCrunch blog.

article thumbnail

ChatGPT will Revolutionize Conversational AI, Just Not the Way You Think

Inbenta

By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public.

Chatbots 111
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

Tags in Your Ticketing System: How, Why, and When to Use Them

Customer Service Life

Image by Irfan Ahmad from Pixabay In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by at least twice that character count in hashtags. I’m not sure I can really fault that person since hashtags are totally free.

Metrics 96

More Trending

article thumbnail

How Artificial Intelligence Software is Modernizing Customer Support

LiveVox

The technology that call centers depend on to provide customer support has come a long way thanks to AI. Artificial intelligence software has helped streamline agent workflows and has driven improved customer experiences. In the past, customer service agents were limited in the ways they could help customers. Call center leadership was also left with […] The post How Artificial Intelligence Software is Modernizing Customer Support appeared first on LiveVox.

article thumbnail

The Future of Higher Ed Enrolment – Student Survey Reveals Overwhelming Chatbot Acceptance

Comm100

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide.

article thumbnail

SMS Bots – A Guide to Supercharge your Online Business

JustCall

In a world where everything is available at a click of a button, customers now expect a quick and accurate response to their queries and problems at all times. Providing 24/7 support to your customers is not easy. A dedicated support team can be expensive and may not be feasible for everyone to implement. That being said, one of the most exciting developments in this area that can be a great boon to businesses is the rise of SMS bots.

APIs 84
article thumbnail

How VMware built an MLOps pipeline from scratch using GitLab, Amazon MWAA, and Amazon SageMaker

AWS Machine Learning

This post is co-written with Mahima Agarwal, Machine Learning Engineer, and Deepak Mettem, Senior Engineering Manager, at VMware Carbon Black VMware Carbon Black is a renowned security solution offering protection against the full spectrum of modern cyberattacks. With terabytes of data generated by the product, the security analytics team focuses on building machine learning (ML) solutions to surface critical attacks and spotlight emerging threats from noise.

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

6 Tips for Crafting Newsletters that Drive Customer Engagement

ClientSuccess

Email marketing has evolved, and today’s subscribers are looking for a lot more than simple promotions. With so many competitors vying for attention, it’s essential to capture the user with creative emails that engage them on an individual level. That means researching your target audience and utilizing data analytics to send out newsletters tailored just to their interests!

article thumbnail

TikTok Live Gifts: How They Work

JivoChat

TikTok live gifts can be a useful resource for content creators who are looking for new ways to monetize their work and expand their reach. When you live stream on TikTok, the viewers have the opportunity to send you rewards, which can be turned into real money after. Your audience can show appreciation for your live stream by sending the Video Gifts, while you have a community to support you to continue creating content.

article thumbnail

Few-click segmentation mask labeling in Amazon SageMaker Ground Truth Plus

AWS Machine Learning

Amazon SageMaker Ground Truth Plus is a managed data labeling service that makes it easy to label data for machine learning (ML) applications. One common use case is semantic segmentation, which is a computer vision ML technique that involves assigning class labels to individual pixels in an image. For example, in video frames captured by a moving vehicle, class labels can include vehicles, pedestrians, roads, traffic signals, buildings, or backgrounds.

Metrics 69
article thumbnail

Automation Can Support (But Not Replace) Human Customer Service Agents

Interactions

The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries. However, CX professionals should not view automation as a replacement for customer service and support agents as humans can handle some tasks best.

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

CX and Contact Center Priorities and Technology Investments for 2023

DMG Consulting

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year. Figure 1 shows the top 10 contact center priorities for 2023.

article thumbnail

Customer Service Software: The Importance of a World-Class Tech Stack

Advantage Communications

In today's fast-paced world, customer service is more important than ever. Customers demand prompt and personalized service, and businesses must be able to deliver on these expectations to remain competitive.

article thumbnail

Three Must-Have Tools for Every Academic Essay Writer

CSM Magazine

There are various reasons that prevent people from writing perfect papers. Some find it difficult to pour out their thoughts on paper. Some have trouble formulating the main idea, the main argument of the paper. Also, regardless of whether you are a regular student or earn money by writing essays for others, you may find the whole process way too tedious.

52
article thumbnail

Why Are Agents Who Use Balto 10% Happier at Work?

Balto

Improving the agent experience hasn’t always been the first priority to improve contact center performance and revenue. But with rising economic pressure, rising churn costs due to an agent experience crisis are a big risk. Improving agents’ day-to-day shouldn’t be a compromise. Luckily, there are plenty of options out there to keep agents happy in their roles and keep your attrition costs down.

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

How to Boost Customer Engagement Without Burdening Your Clients

Kapta Customer Success

Customer engagement is essential to long-term account retention and your company’s bottom line. We’ve talked about the connection between delivering customer value and customer retention. But, according to Gallup , companies that have greater customer engagement, boost productivity, revenue, customer ratings, and share of wallet by two to three times more than if they only attain customer satisfaction.

article thumbnail

Salesforce Launch Einstein GPT; Is This the Beginning of AI’s Long-Awaited ‘Productivity Wave’?

CSM Magazine

Stuart Dorman, Chief Innovation Officer at Sabio Group looks at the latest Generative AI developments. With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build and much of the focus has understandably been concentrated on what might come next from those two tech behemoths.

CRM 52
article thumbnail

Concentrix Insights Platform

Concentrix

Break down data silos and accelerate insights to make better, real-time business decisions.

62
article thumbnail

Essential Parts of Business You Can Outsource

CSM Magazine

Modern business has changed a lot in the last decade or so. The goal is always to keep your overhead low and the profits coming in. If you strike the right balance, you can grow your business. One way to keep your overhead low is to avoid hiring staff for things you don’t need to do in-house. There are plenty of tasks that you can pay someone else to do.

article thumbnail

ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

article thumbnail

5 Sales Coaching Techniques That Work Magic in 2023 

JustCall

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. But if executed strategically, they can turn out to be the difference between an average sales manager and a high-performing one. Whether you need to coach customer service teams right or coach newbies during the first call, using the right sales coaching methods is key.

article thumbnail

Make Shopping Easier with Retail Mapping Software

CSM Magazine

Indoor maps are becoming an increasingly popular tool for retailers to improve the shopping experience for their customers. By providing shoppers with an interactive store map, retailers can help customers easily navigate their space, locate products, and find their way to checkout. This enhances the customer experience and can increase sales and customer loyalty.

article thumbnail

How to Develop a Sales Coaching Plan: 2023 Detailed Roadmap

JustCall

A sales coaching plan is every sales manager’s best friend. It allows them to: Understand how to train agents so that the salespeople can hit key targets Break down the sales strategies—team-wise, goal-wise, and department-wise Drive ongoing learning of the company’s sales approaches and best-practices But writing a sales training plan is not just a matter of putting pen to paper.

article thumbnail

Top 5 Customer Service & CX Articles for the Week of March 13, 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. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

What is a Phone Extension? The Complete Guide

JustCall

If you work in an office, you’ve probably heard the term “phone extension” thrown around. But what is a phone extension, and how do phone extensions work? In this guide, we’ll cover everything you should know about phone extensions. What’s a Phone Extension? A phone extension is a number assigned to a specific phone line within a business.

article thumbnail

Mar 13 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Springfield, IL, United States Organization: OBIX by Clinical Computer Systems, Inc As a Customer Success Manager, you’ll guarantee that clients receive the most possible value and return on their investment. To guarantee that each customer’s use of the software solution closely reflects its business case and business plan, establish a trusted advisor relationship with health system executives, clinical leaders, and other champions.

article thumbnail

What is First Call Resolution? (and How to Improve FCR?)

JustCall

Historically, it has been seen that companies that achieve a high FCR rate tend to have better customer satisfaction rates and higher customer retention rates. By resolving issues on first contact, companies save time and resources that would have been spent on additional interactions with the customer. Plus, the customer is left with a positive impression of the company’s responsiveness and effectiveness.