Upstream Works
JUNE 15, 2022
Artificial Intelligence (AI) applications and digital transformation remain core technology trends across all facets of business, but they are especially relevant for contact centers. AI in particular holds great promise but remains poorly understood. The complexities around AI are difficult to understand and contact center leaders are uncertain about how to deploy it.
CCNG
JUNE 15, 2022
It’s important to use your network to get a more complete view of issues, problems and solutions. Experience is generally the key in successfully navigating difficult situations. A wide network of informed, experienced contacts gives you access to new and valuable information. Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry.
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ShepHyken
JUNE 15, 2022
At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. His name is Jake, and he is a very smart guy. He taught several lessons that day, but the one that stood out was how he handles angry customers. Specifically, it was a lesson he called Don’t Smell the Milk. . Early in Jake’s career, he worked at a grocery store.
Outsource Consultants
JUNE 15, 2022
Getting products into consumers’ hands is taking longer than in pre-COVID times. A combination of factors, including concerns with border crossing, labor shortages, and manufacturing slowdowns are wreaking havoc on the domestic supply chain and disrupting commerce across multiple industries. Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates.
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Eptica
JUNE 15, 2022
Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022. Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Digital technology offers local councils enormous potential in how they serve their local communities.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AnomalySquared
JUNE 15, 2022
Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. Improve your customer service through outsourcing.
Totango
JUNE 15, 2022
What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas
kommunicate
JUNE 15, 2022
Last Updated on June 15, 2022 In case you are not aware, collecting and trading sneakers is a big-time hobby in the US and several other parts of the world. It all began in the 1980s when hip-hop and basketball were reigning supreme. The release of Air Jordan in 1985 perhaps led to the mushrooming [.]. The post Top 6 Shopify Bots Conquering the Sneaker Bot Industry [2022] appeared first on Kommunicate Blog.
LiveVox
JUNE 15, 2022
Do you want to improve your contact center's customer experience? Here are five tips to help you optimize your interactive voice response (IVR) programming. The post 5 Best Practices for IVR Programming in Contact Centers appeared first on Livevox.
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.
Comm100
JUNE 15, 2022
If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.
Totango
JUNE 15, 2022
You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise. When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. This is why having a proper escalation management process in place is essential. .
Comm100
JUNE 15, 2022
Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.
AWS Machine Learning
JUNE 15, 2022
Unstructured data continues to grow in many organizations, making it a challenge for users to get the information they need. Amazon Kendra is a highly accurate, intelligent search service powered by machine learning (ML). Amazon Kendra uses deep learning and reading comprehension to deliver precise answers, and returns a list of ranked documents that match the search query for you to choose from.
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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.
Nuance
JUNE 15, 2022
We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers. We also explored the real business benefits a VA can create for your brand—including boosted sales, stronger customer experiences, [.
AWS Machine Learning
JUNE 15, 2022
Amazon SageMaker Data Wrangler is a purpose-built data aggregation and preparation tool for machine learning (ML). It allows you to use a visual interface to access data and perform exploratory data analysis (EDA) and feature engineering. The EDA feature comes with built-in data analysis capabilities for charts (such as scatter plot or histogram) and time-saving model analysis capabilities such as feature importance, target leakage, and model explainability.
Concentrix
JUNE 15, 2022
With the decline in response rates, CX professionals are looking for ways to bolster their strategies for capturing customer feedback. The post 5 Strategies to Boost Survey Response Rates appeared first on Concentrix.
Cyara
JUNE 15, 2022
“We are experiencing a high call volume and longer wait times on our phone lines. We appreciate your patience and understand you have questions.”.
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!
Omnicus
JUNE 15, 2022
As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience. As businesses and customer lives get back on track, we identified some contact center trends shaping the industry in 2022.
Real Blue Sky
JUNE 15, 2022
Poor employee experience is likely the root of more bad customer experiences than are measured by most organizations. After decades in the industry, we have seen this countless times. So, we have devoted this space to a series of articles about #EmployeeExperience – taking a deep dive into topics like tools, training, work environment, culture, and more.
ClientSuccess
JUNE 15, 2022
As any customer success professional knows, learning and growing in your profession never really ends. The world of SaaS vendors is constantly changing, and keeping up with the new trends, strategies, and ideas isn’t always easy. No matter what industry you’re in, it’s safe to say that you’re continuously furthering your education to keep up with the times.
Nicereply
JUNE 15, 2022
Customer delight isn’t all about offering the minimum required services or responding to tickets and queries. Instead, you need to think about surpassing expectations. If you want to keep your customers and get them to be advocates for your business, it is vital to create delightful customer experiences. You’ll decrease customer churn, higher customer loyalty, and peer-to-peer recommendations when you surpass customer expectations.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Anexa BPO
JUNE 15, 2022
Obviously, CX is here to stay, and its connection with digital platforms and processes is everywhere. Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business.
Education Services Group
JUNE 15, 2022
I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. Since the pandemic, employee satisfaction and retention are major focal points for businesses across the board. We expect to see more companies investing in their workforce as The Great Resignation continues.
Anexa BPO
JUNE 15, 2022
With customer experience being one of the most highly profiled and critical strategies in a post-pandemic business world, much attention is being given to the where, why and how of improving it. And when we consider that customer service is the beating heart of CX, it begs a closer look. One of the most basic elements of customer service would have to be the ‘Call Center’.
Calltools
JUNE 15, 2022
A non-profit dialing campaign helps raise awareness and attract donors to your good cause. However, setting up a new campaign can be daunting. You need to train agents, use the right software tools, and create relationships with potential supporters. This blog post will help you prepare for your next non-profit dialing campaign and achieve your marketing goals. .
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Anexa BPO
JUNE 15, 2022
How has the remote/hybrid work model affected customer service? This phenomenon – which gained traction because of the pandemic – is clearly here to stay in many cases. But customer expectations have not changed – in fact, they have accelerated. Today’s consumer is savvy, sophisticated, and less inclined to practice brand loyalty unless it’s truly earned.
Arbeit
JUNE 15, 2022
It's been two years, three months and five days since we all packed up our desks and left the office for the last time. When we officially sold our office buildings in 2021, our team had to make a decision to fully embrace a remote first culture. As we continue on this quest, we have learned a few things along the way. Today, we're sharing a few tools that have made our remote work transition easier and our team just as engaged as we were in the office.
Anexa BPO
JUNE 15, 2022
Solution selling has become critical as markets evolve, and an important factor for success will be a highly trained, exceptionally skilled “selling solutions” sales team. While traditional selling involves a “pitch” of products or services with the goal of achieving a commitment to purchase, the consultative (or selling solutions) methodology is based on the seller’s ability to assist the customer in identifying issues, or even opportunities they haven’t yet recognized, resulting in solutions t
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