Tue.Jun 20, 2023

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How to be “People Fertilizer” as a Contact Center Leader

Vistio

Watch the full podcast here:  Or click here to just listen to the audio.    Have you ever heard of “People Fertilizer?” While it might sound like something out of the 1973 dystopian thriller “Soylent Green,” we promise there’s no human composting involved. Rather, we’re going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders.

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Two Ridiculous Customer Service Debacles and What We Can Learn From Them

ShepHyken

In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. She claimed she couldn’t sell tickets to anyone outside the United States.

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Cisco ISE Training Now Offers Integrated Labs for Hands-on Digital Learning

Cisco - Contact Center

I remember the good old days, when, if you wanted training, you had to enroll in an instructor-led class, take time away from work, maybe even get on an airplane, and sit in a classroom for days on… Read more on Cisco Blogs

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A Thriving CX In Turbulent Economic Times: 5 Best Practices

TeamSupport

In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.

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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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Cisco Silicon One Breaks the 51.2 Tbps Barrier

Cisco - Contact Center

In December 2019, we made a bold announcement about how we’d forever change the economics of the internet and drive innovation at speeds like no one had ever seen before.

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Reduce energy consumption of your machine learning workloads by up to 90% with AWS purpose-built accelerators

AWS Machine Learning

Machine learning (ML) engineers have traditionally focused on striking a balance between model training and deployment cost vs. performance. Increasingly, sustainability (energy efficiency) is becoming an additional objective for customers. This is important because training ML models and then using the trained models to make predictions (inference) can be highly energy-intensive tasks.

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How to Automate and Manage Challenging Customer Interactions in Financial Services

Cisco - Contact Center

Today’s consumers expect connected and personalized interactions as standard, and the best finance firms can do this while retaining customer loyalty.

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9 Efficient Strategies to Reduce Customer Churn

JivoChat

Learning how to reduce customer churn is a challenge companies of all sizes and sectors must face. It’s fundamental to understand why customers stop buying from your brand or requiring its services. Usually, customer churn is a sign of unhappy customers. But, what is making them unsatisfied? If you don’t address this question, you risk losing even more clients and hurting how people perceive your brand.

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The Value of SOC2 and ISO27001 in Enhancing Customer Trust

Cisco - Contact Center

In an era of ever-evolving cybersecurity threats, a strong security posture for your cloud-based applications is paramount.

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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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Put Sentiment Analysis to Work for Your Retail Brand

Helpware

Sentiment analysis is a powerful tool that allows brands to understand their audiences' positive or negative perceptions. While sentiment analysis can benefit companies in any sector, retail companies may find it especially important since customers often have strong emotional perceptions about retail products and stores.

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Accelerating Europe’s Connectivity: fast forward to sustainable, secure, and resilient networks

Cisco - Contact Center

The 2030 Digital Decade Targets to guide Europe’s digital transformation have been a key milestone of this European Commission.

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Tunisia Call Centers: Are They Right for Your Organization?

Global Response

Golden beaches, ancient cities, beautiful mosaics, friendly locals—Tunisia is known for many things. But call centers? Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Its numerous call centers already serve businesses across the Middle East, Europe and the US.

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Announcement: The Merger of TRG with SKW

Taylor Reach Group

We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisition of this merged company by Jerry Briggs. The merger of TRG with SKW The Taylor Reach Group is a globally recognized contact center and customer experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and contact center assessments.

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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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The 3 Reasons Why Most Data Analytics Projects Fail—and a New Strategy to Make Sure it Doesn’t Happen Again

ConvergeOne

The reality is that most enterprise analytics projects fail due to the inability to obtain the necessary data for analysis.

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Improve workflow efficiency and save time with intelligence-infused AI

Nuance

… Improve workflow efficiency and save time with intelligence-infused AI Read More » The post Improve workflow efficiency and save time with intelligence-infused AI appeared first on What’s Next blog.

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Why You Need the Right Data and Analytics Experts

Concentrix

With the right data and analytics experts, companies can quickly turn their data and analytics challenges into a competitive advantage in the marketplace.

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Conversational AI: Everything You Need to Know for Your Contact Center

Balto

Customer expectations have reached new heights, and businesses must adapt to meet their demands. And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Conversational Artificial Intelligence (Conversational AI) aims to solve many of the difficulties that the modern contact center faces, such as capacity issues, long waiting times, and un

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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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Work at Home Infrastructure as a Service

Concentrix

Ensure your remote work environment is stable, secure, and scalable with a work at home solution that will keep both customers and employees satisfied.

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Balto Partners with Zoom to Unleash Agent Performance in the Contact Center

Balto

New integrations rapidly deploy Balto’s AI-powered conversation excellence and agent enablement technology to Zoom Phone and Zoom Contact Center. St. Louis, MO — Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has teamed up with Zoom Video Communications, Inc. to bring forth transformative growth opportunities for omnichannel contact centers.

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10 Ways To Be More Personable With Your Customers

Abby Connect

Providing quality customer service experience is a vital component to any business that wants to be successful in its industry. According to the 2015 Aspect Customer Service Experience Index, “76% of customers say they view customer service as at the true test of how much a company values them.

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What Is Remote Interpretation?

Certified Languages International

In today’s interconnected world, businesses need to effectively communicate across language barriers, and interpretation plays a key role. Traditionally, interpretation has been done on-site, with an interpreter present in the same room as the people who need assistance. However, in the past few decades, remote interpretation has seen tremendous growth.

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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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Call Handling: Essential Best Practices for Effective Customer Service

Abby Connect

Effective call handling is crucial for businesses of all sizes and industries. Good call handling directly impacts customer satisfaction, brand reputation, and overall business success.

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PCI Pal Highlights the Significance of Multi-Payment Options in the Wake of Mastercard Outage

CSM Magazine

With millions of Mastercard customers warned about payment processing issues for online transactions on Monday 12 June, PCI Pal is urging merchants to reassess their payment strategies. Recognising the potential consequences of failed transactions and cart abandonment, the global provider of secure payment solutions emphasises the critical need for implementing multi-payment methods to help mitigate the risks associated with such disruptions.

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Dealing with Difficult Customers: Expert Tips for Managing Angry Callers

Abby Connect

Handling angry callers can be a challenging aspect of customer service and a source of phone anxiety, but knowing how to deal with angry callers can prevent damage to reputation and loss of profit.

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Maximizing Digital Marketing ROI With Superior Customer Service

CSM Magazine

Are you ready to take your digital marketing campaigns to the next level? Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. But when it comes to maximizing ROI, it should be at the top of your list. Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy!

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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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Defining the Stages of the Customer Journey Map: Service

Education Services Group

We’ve talked Awareness, Consideration, and Acquisition. Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract.

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World Refugee Day: A time to celebrate compassion and courage

Cisco - Contact Center

June 20 is World Refugee Day.

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The art of choosing the on-hold music in your Contact Center: which one and when

Enghouse Interactive

Be creative! Choose on-hold music that will set the rhythm of your customers' experience! These examples are just ideas to inspire you.