Fri.Mar 31, 2023

article thumbnail

9 Ways of Building Customer Loyalty in the Contact CenterĀ 

Concentrix

Discover how contact centers can help build customer loyalty while driving engagement for the business.

article thumbnail

Product Innovation Series: April 2023

Callminer

Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.

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

Guest Post: Good Customer Service ā€“ How to Get It

ShepHyken

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish.

article thumbnail

Help Scout vs Intercom: Is It a Tie After All?

HelpCrunch

Who hasn’t heard of these two? Maybe the one living on Marsā€¦(but I am not sure of that!). Both do exactly the same ā€“ make the customer’s communication seamless, convenient, and effective in any way [ ā€¦ ] The post Help Scout vs Intercom: Is It a Tie After All? appeared first on The HelpCrunch blog.

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 whatā€™s wrong. If you canā€™t identify it, you canā€™t fix it! 💡 Thatā€™s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because thatā€™s what they think theyā€™re supposed to do; thatā€™s what all their competitors do.

article thumbnail

Top 10 Online Courses To Level Up Your Customer Support Team In 2023

kommunicate

Last Updated on March 31, 2023 Customer support is the backbone of any successful business, as it directly impacts customer satisfaction, loyalty, and retention. In todayā€™s digital age, most of the communication happens virtually. To meet and exceed customer expectations, customer support teams must possess a range of skills. This can vary from effective communication [.

More Trending

article thumbnail

Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

AWS Machine Learning

This post was co-written with Tony Momenpour and Drew Clark from KYTC. Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. When there are more calls than agents can answer, callers get placed on hold with a message such as the following: ā€œWe are experiencing higher than usual call volumes.

article thumbnail

Hybrid, Smart, and Sustainable: Experience Game-Changing Results for You and Your Customers

Cisco - Contact Center

Hybrid work, smart buildings, and sustainable environments present undeniable, powerful potential to reshape how our business world works.

98
article thumbnail

The ROI On Automated Quality Management For Contact Centers [Free Calculator]

MiaRec

Isnā€™t it exhausting spending hours each week listening to your agentsā€™ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of whatā€™s going on in your contact center? Most contact centers with a manual quality management approach are only able to monitor 2% to 5% of their interactions.

article thumbnail

LiveVox CX Reflex Episode 3: Data Analysis, Journey Mapping, and the Customer Experience

LiveVox

Do you ever feel like your customer service data is a black hole? You put in all this effort to collect it, but you’re not sure what to do with it. In this installment of LiveVoxā€™s CX Reflex Series, veteran contact center guru and CX whisperer Annette Franz discusses how to use customer service data […] The post LiveVox CX Reflex Episode 3: Data Analysis, Journey Mapping, and the Customer Experience appeared first on LiveVox.

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. Itā€™s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed ā€“ so a new approach is needed.

article thumbnail

Good Friends Say Goodbye as Prime Infrastructure Sunsets

Cisco - Contact Center

It is with great gratitude and appreciation that we wave goodbye to Cisco Prime Infrastructure.

article thumbnail

Build end-to-end document processing pipelines with Amazon Textract IDP CDK Constructs

AWS Machine Learning

Intelligent document processing (IDP) with AWS helps automate information extraction from documents of different types and formats, quickly and with high accuracy, without the need for machine learning (ML) skills. Faster information extraction with high accuracy can help you make quality business decisions on time, while reducing overall costs. For more information, refer to Intelligent document processing with AWS AI services: Part 1.

article thumbnail

Delivering a CX Journey Blueprint for Success

Concentrix

Learn how CX Consulting and CX Journey Mapping led to process improvements that resulted in a modernized customer experience.

article thumbnail

What Being a Parent Taught Me about Impartiality and Interpreting

Certified Languages International

Ever been wrong? Ever made a wrong judgment? Ever said something and wished you could take it back? Iā€™ll be the first one raising my hand. I consider myself a smart and insightful person (for the most part). Yet, as my 6-year-old looked me in the eyes and pleadingly replied, ā€œMom, I know you donā€™t believe me, but I am telling the truth!ā€ I somehow wondered if maybe ā€” just maybe ā€” I could be wrong about him taking something off my desk.

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

How QR Codes Elevate Customer Experience

CSM Magazine

Quick response (QR) codes have been around for many years. Theyā€™re initially used in the vehicle industry to track parts. However, their uses have changed over the years. Theyā€™ve become an accepted marketing tool, especially in this contactless lifestyle. Businesses now use these codes to direct users to sites, videos, and other crucial resources.

article thumbnail

The Future of Customer Experience: 6 Trends to Watch Out For With ACI

Advantage Communications

With technological advancements and changing customer demands, it's crucial for businesses to stay up-to-date with the latest trends in customer experience.

article thumbnail

4 Important Things To Consider Before Starting An LLC

CSM Magazine

A key characteristic that differentiates a limited liability company (LLC) from other business forms is that it combines the advantages of a partnership and corporation. The owners, who can even be one person , canā€™t be held liable if the business accumulates liabilities. This is because it classifies a company as a distinct legal entity from them. All businesses face risks.

Banking 52
article thumbnail

Top 5 Posts in March

Contact Center Pipeline

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal.

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

Workflow Automation With SaaS Tools for Customer Service

CSM Magazine

We live in the age of convenience, where customers expect a seamless, lightning-fast service experience. Customers of today prioritize speed and ease above all else. A massive 75% of online consumer s expect service within five minutes, and 73% deem this timeframe to be critical for determining a “good” or “poor” customer service experience.

SaaS 52
article thumbnail

Mar 31Ā ā€“ Customer Success Jobs

SmartKarrot

Role: Customer Success Representative Location: New York, United States (On-site) Organization: RTM Business Group As a Customer Success Representative youā€™ll create and maintain connections with RTM’s top clients to aid in their ongoing success and expansion. Manage project data to aid in the onboarding of new clients and ensure a smooth entry into the RTM ecosystem.

article thumbnail

5 Ways Sexual Harassment Training Improves Employee Physical and Mental Well-Being

CSM Magazine

Sexual harassment is a serious problem that has plagued workplaces for years and can damage employees’ physical and mental well-being. Sometimes it feels like there are no ways to combat such behavior and that verbal or physical abuse will continue unchecked in the workplace, but this doesn’t have to be the case. By investing in comprehensive sexual harassment prevention training programs and procedures, employers can create a safe workplace environment where individuals feel respect

article thumbnail

Mar 31Ā ā€“ Customer Success Jobs

SmartKarrot

Role: Customer Success Representative Location: New York, United States (On-site) Organization: RTM Business Group As a Customer Success Representative youā€™ll create and maintain connections with RTM’s top clients to aid in their ongoing success and expansion. Manage project data to aid in the onboarding of new clients and ensure a smooth entry into the RTM ecosystem.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Streamlining Your Business Operations: Exploring the Benefits of Logistics Services

CSM Magazine

Logistics is a crucial component for any business that is in charge with the movement of products and other goods. Logistics services deals with organizing, handling and managing the transport, storage, and distribution of products from one place to another. Therefore, if you want to satisfy your clientā€™s expectations, reduce costs and remain competitive you must implement efficient logistics services.

article thumbnail

11 Customer Success statistics, quips and quotes on investing in these teams

ChurnZero

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isnā€™t merely a theory. Case studies have shown loyal customers spend moreā€” up to six times more ā€”over the customer lifetime.

article thumbnail

Funeral Home Lead Generation Methods

CSM Magazine

One of the worst things someone can go through is losing a loved one. During these trying moments, families turn to funeral homes for help and direction. However, funeral homes are not exempt from the need to attract new clients to keep their businesses afloat. In this blog post, we’ll explore several funeral home lead-generation methods that can help attract more clients and grow your business.

article thumbnail

A Simple Guide for an Effective Outsource Call Center Strategy

Blueship Call Center

You frequently need to think about scaling up your operations as your firm expands to more effectively satisfy your business needs. This is where techniques Customer Care Outsourcing Services come into play as a useful tool that offers your clients help at any time of day and gives your business the ability to efficiently handle answers and call times, regardless of how high the demand is.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

article thumbnail

6 Smart Ways to Improve Your Manufacturing Business Process

CSM Magazine

As a manufacturing business owner, you understand that staying competitive and creating efficiencies with your processes is critical for success. You might also know that this doesnā€™t mean sacrificing quality or customer satisfaction – but rather identifying new ways to improve profitability and make the most of your time, money, and resources.