Wed.May 24, 2023

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The Machines Have Taken Over, Now What?

CCNG

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. A bit of a hyperbole but it’s a great starting point for a very timely conversation. Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.

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Sometimes Customers Are Just Having a Bad Day

ShepHyken

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

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Learning about customer service should not be seen as an event, but rather as a process.

Bill Quiseng

A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.

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Text STOP to Opt-Out | How Businesses Facilitate Opting Out

VirtualPBX

In today’s digital age, businesses are constantly striving to provide the best customer experience while ensuring compliance with regulatory requirements. One essential aspect of customer satisfaction and compliance is offering a simple and efficient method for customers to opt out of receiving further communications. The “Text STOP to Opt-Out” method is not a choice but a necessity to fulfill TCPA requirements.

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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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To the Cloud and Beyond?A Comprehensive Model for Enhanced NetOps and User Experience

Cisco - Contact Center

Cloud computing has become wildly popular among IT organizations for a number of reasons, including its ability to enhance efficiency, security, agility, and cost-effectiveness.

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Relevance of Observability for SAP and its cross-functional integrations

Cisco - Contact Center

In the past, I have held many discussions on the critical value of the SAP application for businesses. Gartner estimates that 77% of all worldwide business transactions touch an SAP system.

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Eliminate customer recontacts by never asking this question again – Tethr

Tethr

Want to understand what’s causing your customers to call back repeatedly? Work to eliminate customer recontacts by evaluating call data.

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Why Network Automation Is a Quick Win for the Enterprise

Cisco - Contact Center

Network automation is now a “must-have” The whirlwind of tech innovation has had a major impact on hardware, software, and of course, network management.

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2021 CX trends: The Tethr customer experience forecast – Tethr

Tethr

Tethr's experts discuss the 2021 CX trends that will come to shape the landscape of customer service interactions in 2021. and beyond.

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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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Unlock a Smoother Customer Service System: The Essential Optimizations You Need To Make right Now

LiveVox

Providing top-quality customer service is the one of the primary focuses of any customer service system. Before the rise of social media, companies spent their marketing dollars on trying to figure out how to improve their products or services. Now, the customer experience from beginning to end has just as much of an impact as […] The post Unlock a Smoother Customer Service System: The Essential Optimizations You Need To Make right Now appeared first on LiveVox.

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Want to be known for good customer service? Get the right data – Tethr

Tethr

All the data you need to create a good customer service experience is right at your fingertips. Here’s how to get that information.

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Automate document validation and fraud detection in the mortgage underwriting process using AWS AI services: Part 1

AWS Machine Learning

In this three-part series, we present a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. This solution rides on a more significant global wave of increasing mortgage fraud, which is worsening as more people present fraudulent proofs to qualify for loans.

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Building customer loyalty in the digital age: It IS possible – Tethr

Tethr

These four strategies are the keys to building customer loyalty for any type of business here in the digital age. Read more.

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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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30 Website Templates to Create Stunning Pages

JivoChat

Choosing the best website templates is crucial to achieving your goals. It significantly impacts getting a high number of accesses to your pages, increasing the average time spent on your website, and providing good user experience. Some of the best website builders, like Wix, offer pre-made templates which already have a mobile-friendly version, meaning that your website will perform well on mobile devices too.

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Episode 2: Disqualify aggressively for better B2C selling | The four D's – Tethr

Tethr

In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively.

B2C 79
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Sustainability 101: How smart buildings help the planet and people

Cisco - Contact Center

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Struggling with your customer feedback survey? Try this instead – Tethr

Tethr

Check out these three reasons to level-up your customer feedback survey with a Voice of the Customer (VoC) analytics solution.

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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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Unlocking the Secrets to Overcoming Data Science Problems 

Concentrix

Discover the top strategies to overcome your biggest data science problems and unlock new insights. Don't miss out on these game-changing tips!

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Purchase decisions through prescription, not diagnosis | The 4 D’s – Tethr

Tethr

Today, we'll discuss the second key behavior in our study: How high performers drive purchase decisions through prescription.

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Creating a positive and lasting impact?

Nuance

… Creating a positive and lasting impact Read More » The post Creating a positive and lasting impact appeared first on What’s Next blog.

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Real-time call center guidance: The Tethr alternative – Tethr

Tethr

We believe that data without context isn’t useful, and can cause problems. Check out our perspective on real-time call center guidance.

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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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What Comes BEFORE Customer Engagement and Personalization?

Anexa BPO

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And while we hear many buzzwords relative to the quality servicing of those same customers – like “personalization”, “engagement”, and “expectations” – there is a fundamental element at the core of these principles.

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How to improve sales with Tethr – Tethr

Tethr

Today, we’ll take you through our research on successful B2C sales behaviors, and the four lessons we learned about how to improve sales.

Sales 78
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The Future of Call Centers: Predictions and Trends for Call Center Software

Hodusoft

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. The rapid digital transformation will revolutionize every possible industry. How can call centers be left behind?

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How to improve quality assurance in a call center with Tethr – Tethr

Tethr

Discover how to improve quality assurance in a call center with our research-backed and AI-powered platform. Request a demo today to see Tethr in action.

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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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Telemedicine Trends: Advancements Reshaping The Future Of Healthcare In 2023

kommunicate

Last Updated on May 25, 2023 If you really look at it, telemedicine has existed for hundreds of years. In medieval Europe, for instance, doctors used smoke to transmit information about the bubonic plague. Fast forward a couple of centuries, and we had the advent of radio and telephone that were rapidly changing the way [.] The post Telemedicine Trends: Advancements Reshaping The Future Of Healthcare In 2023 appeared first on Kommunicate Blog.

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Episode 4: Dig into sales objections | The four "D's" – Tethr

Tethr

Today, we'll unpack the third key behavior discovered in our study: Why high performers seize the opportunity to dig into sales objections.

Sales 75
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Introducing Claude: The New AI Assistant for Contact Centers

CSM Magazine

Claude is the latest addition to the Contact Center team, and he’s already making waves. As an AI assistant, Claude is designed to streamline the customer service experience, making it faster and more efficient for both customers and agents. Claude’s integration with the Zoom platform allows contact center agents to seamlessly transition from AI-assisted interactions to live video calls.