Upstream Works
DECEMBER 14, 2022
Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.
Callminer
DECEMBER 14, 2022
In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistakes made when measuring customer churn.
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ShepHyken
DECEMBER 14, 2022
You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.
Contact Center Pipeline
DECEMBER 14, 2022
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. Their responses below have been lightly edited for clarity. Q. What do you see […].
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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.
Avoxi
DECEMBER 14, 2022
Preventing Toll Fraud from Dismantling Your VoIP Operations Buy Online Get a Free Demo → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It's something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in… The post Preventing Toll Fraud from Dismantling Your VoIP Operations appeared first on AVOXI.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
DECEMBER 14, 2022
If you operate in a country with multiple official languages or across multiple regions, your audio files can contain different languages. Participants may be speaking entirely different languages or may switch between languages. Consider a customer service call to report a problem in an area with a substantial multi-lingual population. Although the conversation could begin in one language, it’s feasible that the customer might change to another language to describe the problem, depending on com
Nuance
DECEMBER 14, 2022
Many Medicare plans saw lower Star ratings this year. That’s partly because the Centers for Medicare & Medicaid Services (CMS) adjusted its methodology to focus more on member experience-related metrics. But it’s also a clear indication that members now expect better service and engagement from payors—in every channel. With member satisfaction scores declining and healthcare [.].
Maru Group
DECEMBER 14, 2022
By Maru Entertainment & Technology | December 2022. The Crypto Winter has become the Crypto Crisis. The collapse of FTX, a large cryptocurrency exchange, has severely impacted the values of the many cryptocurrencies in existence, which were already depressed versus their highs of 2021. The Entertainment and Technology team at Maru recently ran some consumer questions to assess how the public perceives crypto, with the results shared below.
JivoChat
DECEMBER 14, 2022
Learning how to grow a network on LinkedIn is very important for professionals that are searching for new opportunities or want to become a reference in their area. The social media platform that focuses on making professional connections enables you to highlight your skills, and get to know more people that are relevant to your area. You can promote your career or company, find business partners, close incredible deals, and engage in important debates, all through LinkedIn.
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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
LiveVox
DECEMBER 14, 2022
Automatic call distributors (ACD Phone System) are responsible for routing inbound calls to a call center to the right person. The way ACD systems function has changed significantly over the past decade. The post ACD Phone System Integrations: 4 Must Have Features appeared first on LiveVox.
JivoChat
DECEMBER 14, 2022
Learning how to use LinkedIn to find a job can help you boost your career, and enjoy the opportunity you have been waiting for. With almost 1 billion users, the platform is a social network developed to nurture connections in your professional life, and it’s used by many companies to recruit new employees. If you know how to use it properly, LinkedIn can help you to become a reference in your area, for instance.
Revation Systems
DECEMBER 14, 2022
Candace Scarmardo , Member Services Manager at Trust Federal Credit union wanted the best technology to be competitive in the market. To get there, she identified that delivering superior customer service is a must have. During a call with Candace she said, “I want our members to able to walk into one branch and have an experience and be able to go to another branch and have the exact same experience or call in to our call center and have that exact same experience.
Global Response
DECEMBER 14, 2022
You’re considering using an outsourced call center to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and “dedicated” customer support In the shared model, Brand Specialists working on your call center account are “shared” among several brands, businesses
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.
Nicereply
DECEMBER 14, 2022
“Do more with less” – is one of the challenges of the upcoming year. How to use AI effectively while maintaining a human touch? Welcome to the new episode of Content Pie. The best excerpts on important topics! In this episode, we chose a trend that is getting stronger every year. Yes, the power of artificial intelligence influences many fields of our lives, not only the customer service world.
Education Services Group
DECEMBER 14, 2022
Speakers: Lisa Palmer , Chief AI Strategist at AI Leaders. During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how Artificial Intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years. Lisa’s insightful answers to the audience’s questions are outlined below.
Calltools
DECEMBER 14, 2022
As a call center manager, monitoring key performance indicators (KPIs) helps you analyze your contact center’s efficiency. While there are many KPIs worth tracking, first call resolution (FCR) is arguably one of the most significant KPI indicators worth paying attention to. But why? This article will explore the importance of tracking first call resolution metrics and six tips to help you achieve excellent FCR rates. .
CSM Magazine
DECEMBER 14, 2022
Customer Services Team Manager, Viki is pictured video calling a customer using the new technology. A social housing provider is celebrating the successful integration of new technology that enables them to interact with customers via live video chat. Platform Housing Group – one of the UK’s largest social landlords – has announced that in the first six weeks of a six month trial, more than 460 video calls have been handled, leading to 38 per cent of the calls either being downgraded from an eme
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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.
Unymira
DECEMBER 14, 2022
Modern IT estates are complex and multi-faceted; as is the transition process from on-prem to SaaS and other cloud services. This creates new (and compounds traditional) discovery and inventory pain points for many IT asset managers. Worst scenario can be bad or unusable data in IT repositories, such as a CMDB. Sounds familiar? Then stay tuned and read how you can make your stakeholders happy.
Hodusoft
DECEMBER 14, 2022
What is Business Communication? - Objectives, Challenges, and Importance. Companies that leverage technology to streamline their internal business communication can boost their employee productivity by up to 25%. Every area of business is affected by the level of communication within the organization. Excellent communication is a necessity, but implementing it requires a series of decisions.
CSM Magazine
DECEMBER 14, 2022
Frontier’s decision to go fully digital and drop its customer service phone lines may, on the face of it, seem like a company moving with the times. Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs.
SmartKarrot
DECEMBER 14, 2022
Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Prepare and complete sales plan objectives, campaign quality controls, and customer service standards.
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!
CSM Magazine
DECEMBER 14, 2022
When owners of companies think about documentation, they sometimes choose between white papers and business plans. So, what is the difference? In this article, you will find out, what is a whitepaper in marketing , the peculiarities of business plans, and in conclusion, you`ll be able to decide what approaches are best for you. White Papers in Brief.
ChurnZero
DECEMBER 14, 2022
The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it.
Comm100
DECEMBER 14, 2022
Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere.
Balto
DECEMBER 14, 2022
Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.
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.
AWS Machine Learning
DECEMBER 14, 2022
Enterprises need to translate business-critical content such as marketing materials, instruction manuals, and product catalogs across multiple languages to communicate with a global audience of customers, partners, and stakeholders. Identifying the source language in each document before calling a translate job creates complexities and adds another step to your workflow.
ChurnZero
DECEMBER 14, 2022
This is a guest article by Joel Passen , co-founder, Sturdy , a customer intelligence platform designed to help teams improve products, relationships, and revenue. B2B SaaS businesses haven’t invested heavily enough in tools and technologies to help them better understand their customers. Today, leaders still struggle to create a complete picture of customer needs, frustrations, and intent.
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