Balto

MARCH 6, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Professor Mike Yeomans Behavioral research scientist Mike Yeomans thinks a lot about how we talk with each other. But more than just small talk, Mike asks questions about how we choose to get along, how we share information, and how we build relationships. We sat down with Mike to talk about how his work relates to building trust between customers and contact center agents, how to overcome distrust in conversations, and the powe

Scripts 52

Scripts Sales Contact Center Customer Service 52

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.

Feedback 312

Feedback Customer centricity Contact Center Surveys 312

Callminer

MARCH 6, 2023

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.

Best practices 182

Best practices 182

Nuance

MARCH 6, 2023

The global public attention that greeted the launch of ChatGPT has highlighted that we’re at a pivotal moment in the development of AI. As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. We’re delighted to introduce conversation [.] The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.

Contact Center 122

Contact Center Technology 122

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

Analytics 83

Analytics Feedback Marketing Metrics 83

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa

Feedback 83

Feedback Analytics Marketing Metrics 83

Russel Lolacher

MARCH 6, 2023

In this episode of Relationships at Work, Russel chats with author, speaker and age inclusivity advocate Patti Temple Rocks on ageism in the workplace, what it look like and how to address it. A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should

Advertising 98

Advertising Personalization Consulting Consulting 98

Cisco - Contact Center

MARCH 6, 2023

Capacity, bandwidth, open, convergence, automation, simplification, sustainability – the industry buzzwords that reign in today’s optical networking ethos.

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JivoChat

MARCH 6, 2023

If you are looking for Snapchat username ideas to create your profile, keep in mind that it’s important to choose a username easy to remember, which has to do with the type of content you will create. The Snapchat username is the name of your account, which you use to register your profile and access it. The username doesn’t have to be the same as your display name, which is the name that appears on your profile page.

Accountability 75

Accountability 75

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Cisco - Contact Center

MARCH 6, 2023

Let’s open with a question: “How are you handling security and segmentation requirements in your Cisco Application Centric Infrastructure (ACI) fabric?

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LiveVox

MARCH 6, 2023

A workforce management solution is a phrase that gets thrown around a lot these days. Many contact centers are looking to add new systems and processes to their business, but they aren’t always sure what this means for them. In this article, we’ll show you how WFM can impact your organization, including some of its […] The post How Workforce Management Solutions Can Help You Predict The Future (And Avoid Repeating The Past) appeared first on LiveVox.

Management 70

Management Contact Center 70

Cisco - Contact Center

MARCH 6, 2023

Before I found my way into tech, I worked in completely different fields, like healthcare and the nonprofit space.

Healthcare 98

Healthcare 98

Transparent BPO

MARCH 6, 2023

Award designates Transparent BPO as one of the world’s best outsourcing services providers ROCKVILLE, MD, February 27, 2023 — Transparent BPO, a leading nearshore and offshore contact center solutions provider, is pleased to announce the company’s selection for The 2023 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®).

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outsourcing contact center solutions Contact Center Business Process Outsourcing 62

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Interactions

MARCH 6, 2023

Inflation is a pervasive economic force that can significantly impact industries and job markets, including the customer experience (CX) industry. Even though, we expect to see even more job losses in the customer service sector as inflationary pressures continue to mount. For example, Amazon announced that it will cut more than 18,000 jobs , citing economic uncertainty.

Airlines 62

Airlines Call Center Technology Customer Service 62

Jon Arnold

MARCH 6, 2023

Never dull in the collaboration space, where UCaaS is really just the start for where the market is going, and where tech is evolving. I was one of several voices on the latest episode of Big UC News , where we covered these trending topics. Hope you give it a view , and look forward to being on another episode soon.

Marketing 59

Marketing 59

CSM Magazine

MARCH 6, 2023

Landbot, the no-code chatbot platform for conversational experiences, has launched an industry report that confirms WhatsApp is the up-and-coming communication channel for businesses. After surveying over 600 marketing, and customer support professionals, as well as consumers, in the US, the UK, Mexico, Spain, and Germany, Landbot concludes that WhatsApp is key to bridging the gap between consumer expectations and reality when it comes to conversational automation.

Chatbots 59

Chatbots Customer Support Marketing Surveys 59

Tethr

MARCH 6, 2023

Before a recession hits, the economic conditions can affect customer loyalty and behavior.

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76

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Concentrix

MARCH 6, 2023

Find out how journey orchestration helps marketers gain insights into what customers are doing, how they’re doing it, and where they are.

Marketing 67

Marketing 67

Working Solutions

MARCH 6, 2023

If you lead a business—and especially if you lead a retail business—you very likely already know that to call customer service important is to make something of an understatement.

Customer Service 52

Customer Service Customer Experience Accountability Call Center 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Cost is only one of them. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. The predictive dialer is the pinnacle of technology in terms of outbound efficiency, and its benefits encompass lead generation, customer service, fundraising, and debt collection, among o

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

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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.

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Cost is only one of them. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Nicereply

MARCH 6, 2023

Pop-up surveys are a seamless way to gather feedback from your website visitors. Learn about the main pop-up survey tools available in 2023 to find the best fit for your business. Once you have an established customer base improving your user experience is one of the best ways to increase retention and grow your business. But it’s not always easy —improving your customer experience requires deep knowledge of your customers.

Surveys 52

Surveys Feedback Enterprise Analytics 52

Quiq

MARCH 6, 2023

Does your chatbot sound like a robot? Okay, chatbots are robots (hence the name), but they don’t have to sound like something out of a 70s sci-fi flick. Chatbots have come a long way and are getting better at understanding and mimicking human interactions. According to Zendesk’s CX Trends 2023 report, 65% of leaders believe the AI/bots they use are becoming more natural and human-like.

Chatbots 52

Chatbots Scripts Virtual Agent Personalization 52

Working Solutions

MARCH 6, 2023

If you’re in charge of customer service operations in the travel and hospitality industry, then you know that it can often be a struggle to keep your customers happy these days. Travelers expect exceptional customer care at every turn while they are traveling.

Customer Service 52

Customer Service Customer Care outsourcing Call Center 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

24-7 InTouch

MARCH 6, 2023

WINNIPEG, MB – MARCH 6, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with the University of Galway to collaborate on research and innovation for mental health and well-being in the workplace by integrating the University’s Lua Health technology. Lua Health’s technology is designed to reduce stress and improve employees’ day-to-day well-being by identifying mental health related issues early.

Employee engagement 52

Employee engagement Enterprise Technology Analytics 52

CSM Magazine

MARCH 6, 2023

Content is king. There is no doubt. Users first clarify what type of content a video streaming platform can offer them and then decide whether to use it. However, sometimes content is not enough because competitors stream similar videos. Other factors that might influence your success are customer service and user experience. What experience do people get when they use your service?

Engineering 52

Engineering Customer retention Personalization Customer Support 52

JustCall

MARCH 6, 2023

Improving call center agent performance is the foundation for building a successful call center. Bain & Company claims that “happy employees make for happy customers.” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives.

Coaching 52

Coaching Call Center Scripts Construction 52