ShepHyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Natural Language Processing (NLP) helps computers understand and process human language, which has powerful implications for businesses that want to offer increased communication with customers and clients without the high cost of hiring additional staf

Feedback 167

Feedback Chatbots Education Consulting 167

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

CSM Magazine

SEPTEMBER 16, 2022

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Marketing Technology Accountability 98

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

Customer retention 98

Customer retention Customer centricity Metrics Sales 98

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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.

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. to track call and data flows to your agents irrespective of location, and receive full Call Detail Records (CD

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

Fonolo

SEPTEMBER 16, 2022

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

AWS Machine Learning

SEPTEMBER 16, 2022

Customer relationship management (CRM) is a critical tool that organizations maintain to manage customer interactions and build business relationships. Zendesk is a CRM tool that makes it easy for customers and businesses to keep in sync. Zendesk captures a wealth of customer data, such as support tickets created and updated by customers and service agents, community discussions, and helpful guides.

APIs 85

APIs CRM Management Accountability 85

delighted

SEPTEMBER 16, 2022

You’re faced with many options (and questions) during the survey creation process: What survey type should you use? How should you send your survey? What questions should you ask? And of those, which should be open-ended versus close-ended questions? Today, we’ll tackle the last topic: how close-ended questions differ from open-ended ones, plus how, when, and why to use them.

Surveys 83

Surveys Feedback Advertising Best practices 83

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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

Surveys

AWS Machine Learning

SEPTEMBER 16, 2022

Amazon SageMaker Automatic Model Tuning introduces Hyperband , a multi-fidelity technique to tune hyperparameters as a faster and more efficient way to find an optimal model. In this post, we show how automatic model tuning with Hyperband can provide faster hyperparameter tuning—up to three times as fast. The benefits of Hyperband. Hyperband presents two advantages over existing black-box tuning strategies: efficient resource utilization and a better time-to-convergence.

APIs 79

APIs Analytics Metrics Accountability 79

Cyara

SEPTEMBER 16, 2022

There’s a Better Way To Keep Your Toll-Free Numbers in Line. Think about a time when you had to call a company for assistance in solving a problem. Maybe you had a return to make, utilities to turn on, doctors offices to speak with. You looked up the customer service number and gave it a ring. Nothing. The line isn’t working and you can’t connect to the business.

Customer Service 67

Customer Service Interactive Voice Response 67

AWS Machine Learning

SEPTEMBER 16, 2022

In this post, we demonstrate how to use Amazon Polly —a leading cloud service that converts text into lifelike speech—to read the content of a webpage and highlight the content as it’s being read. Adding audio playback to a webpage improves the accessibility and visitor experience of the page. Audio-enhanced content is more impactful and memorable, draws more traffic to the page, and taps into the spending power of visitors.

Scripts 72

Scripts Accountability Enterprise Technology 72

Ansafone

SEPTEMBER 16, 2022

With over 50 years of contact center experience, Ansafone understands that as small businesses look to grow, it’s important to wisely manage budgets. Until operations are put into motion, it’s hard to know exactly what expenses may come your way. That’s why we begin our partnerships by taking the quality time necessary to learn about you and your business model.

Answering services 62

Answering services outsourcing Contact Center Call Center 62

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.

Customer Experience

Balto

SEPTEMBER 16, 2022

Share on Twitter. Share on Facebook. Share on LinkedIn. In our most recent report on how to recession-proof your contact center, we found that executives who viewed their contact center as a waste of resources had nearly 3x the agent churn compared to those that did not, as well as lower NPS and CSAT scores across the board. If an executive views their contact center as valuable and worthy of investment, that suggests that they’re not just investing money in their agents; they are investing thei

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

Vistio

SEPTEMBER 16, 2022

Customer experience is the difference between attracting and retaining customers or losing them to your competitors. To improve your customer experience, however, you must first look at your agent experience. Is it confusing? Complicated? Inconsistent? Above all, customers want to have their needs met and problems solved with the least effort. But how can agents seamlessly deliver if their own experience is full of stress and frustration?

Customer Experience 52

Customer Experience Brand ambassadors Contact Center Call Center 52

LiveVox

SEPTEMBER 16, 2022

What is an agent desktop? An agent desktop is a software application that provides contact center agents with all the information they need to perform their customer-facing job functions. It includes a customer database, product information, and contact management tools. A call center desktop also allows agents to access company knowledge bases and support forums. […].

Contact Center 52

Contact Center Call Center Management 52

CSM Magazine

SEPTEMBER 16, 2022

The casino jackpot is a prize that is awarded to a lucky player who hits the right combination of symbols on the reels. While it is possible to win the jackpot without being skilful, the odds are stacked against you. The vast majority of jackpot winners at the casinos online Canada are skilled players who know how to take advantage of the game’s mechanics.

Finance 52

Finance Advertising Personalization Management 52

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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.

Self service

LiveVox

SEPTEMBER 16, 2022

Outbound call centers can help you generate more leads and appointments, which can result in more sales for your business. The post Outbound Calling Services & Lead Generation: 5 “Must Knows” appeared first on LiveVox.

Call Center 52

Call Center Sales 52

CSM Magazine

SEPTEMBER 16, 2022

For customer care teams, a new McKinsey report paints a stark reality. They’re handling more calls than ever – with increasingly fewer agents. Leaders are looking for ways to maintain call capacity while driving down costs. One solution: make sure teams have the right tech. With app-free visual support software, agents can efficiently diagnose customer concerns at scale.

Customer Support 52

Customer Support Telecommunications Engineering Customer Care 52

Quadient

SEPTEMBER 16, 2022

When the Journey is the Destination, Quadient is a Leader. Marissa Feigen. Fri, 09/16/2022 - 19:19. As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports.

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

CSM Magazine

SEPTEMBER 16, 2022

Every year, Black Friday presents an opportunity for retailers to look beyond driving sales to acquire high-quality customers who keep coming back. But with the event now an almost month-long affair, knowing how to navigate this peak sales period can be t ricky. . To avoid a short-term spike in profit that quickly crashes, brands must prioritise engaging with consumers in a way that earns their trust and loyalty.

Customer advocacy 52

Customer advocacy Sales Marketing Customer Service 52

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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Concentrix

SEPTEMBER 16, 2022

Learn how a cloud technology leader leveraged our B2B lifecycle expertise to improve solution stickiness and win new revenue. The post Empowering Account Ownership for End-to-End Sales appeared first on Concentrix.

Accountability 48

Accountability Sales B2B Technology 48

CSM Magazine

SEPTEMBER 16, 2022

Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation and economic uncertainty. Above all, a global shortage of talent offers Cape Town’s youth incredible opportunities. As the global economic outlook “darkens significantly”, according to International Monetary Fund chief Kristalina Georgieva*, business process outsourcing (BPO) has become crucial

Business Process Outsourcing 52

Business Process Outsourcing Transportation Telecommunications Government 52

Brad Cleveland Blog

SEPTEMBER 16, 2022

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs … Continue reading → The post Justifying Operational Budgets appeared first on Brad Cleveland.

Customer Experience 48

Customer Experience Contact Center Call Center Customer Service 48

Voiptime

SEPTEMBER 16, 2022

Many experts state that the bigger the call center occupancy rate is, the better it is for key performance indicators, contact center KPIs and whole call center operations. This statement argues for it that the occupancy rate demonstrates the real productive term spent during working hours. Another popular thought is that the occupancy rate should be not less than 85% because if it’s lower it indicates that contact center employees are dawdling, agent idle time is too big, and the overall perfor

Contact Center 40

Contact Center Call Center Marketing Customer Service 40

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

Journey mapping

Brad Cleveland Blog

SEPTEMBER 16, 2022

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs … Continue reading → The post Justifying Operational Budgets appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Contact Center Call Center Customer Service 26

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

Consulting 208

Consulting Consulting Finance Customer Experience 208

SmartKarrot

SEPTEMBER 16, 2022

Rapid advancements in technology have resulted in massive changes in current organizational business processes, hierarchies, and systems. However, satisfied customers are still the most crucial asset for any modern business. Therefore, businesses must prioritize customer success initiatives to facilitate short-term and long-term success. A recent study conducted by Forrester has found that approximately 72% of businesses have stated that improving their customer success rates is their highest pr

Technology 10

Technology Accountability Metrics B2B 10