Fonolo
APRIL 4, 2023
Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Here’s a comprehensive list of the most important customer service statistics you need to know in 2023.
ShepHyken
APRIL 4, 2023
The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.
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Contact Center Pipeline
APRIL 4, 2023
Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and happy employees. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility.
ShepHyken
APRIL 4, 2023
Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.
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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.
TechSee
APRIL 4, 2023
While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. All well and good, you should be kind while talking to your customers on the phone when they have a problem in their house.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
APRIL 4, 2023
As Cisco Americas Financial Services Lead, it is a great privilege and a lot of fun to meet and talk with IT and business decision-makers from many of our Bank, Insurance and Wealth clients in the… Read more on Cisco Blogs
kommunicate
APRIL 4, 2023
Last Updated on April 4, 2023 Education is a traditional sector, but technological advancements make it prime for disruption. We are standing at the dawn of the Artificial Intelligence era. Concepts such as Natural Language Processing and Natural Language Understanding are becoming more and more commonplace. Consider this report, which says that the number of [.
Cisco - Contact Center
APRIL 4, 2023
Over the years, advancements in technology and the endless waves of new innovations have created an unintended problem for most organizations today—overcomplexity.
C3Centricity
APRIL 4, 2023
Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.
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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
ConvergeOne
APRIL 4, 2023
A majority of organizations (81%) expect to leverage partnering with vendors and service providers over the next two years to manage application and infrastructure performance and security, according to a 2021 IDC global survey of 254 senior-level IT decision-makers. Strategic vendor relationships are rising in priority, the firm noted. One of the reasons why organizations should look to a strategic partner is that it allows internal staff to focus on strategic activities, leaving experts at the
Cisco - Contact Center
APRIL 4, 2023
Have you heard? Cisco is the #1 best workplace in the U.S. — for the third year in a row! While we’re celebrating this milestone in the U.S.
LiveVox
APRIL 4, 2023
Omnichannel analytics and delivering a quality customer experience is at the top of the list for contact centers. This can only be accomplished when well-oiled gears are running behind the scenes. The post Beyond Omnichannel Analytics: Don’t Sell Your Customer Experience Short. Here’s How Game Changers Do It appeared first on LiveVox.
Cisco - Contact Center
APRIL 4, 2023
International Girls in ICT Day is a global movement encouraging girls and young women to pursue science, technology, engineering, art and math (STEAM) education and careers.
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.
AWS Machine Learning
APRIL 4, 2023
Time series are sequences of data points that occur in successive order over some period of time. We often analyze these data points to make better business decisions or gain competitive advantages. An example is Shimamura Music, who used Amazon Forecast to improve shortage rates and increase business efficiency. Another great example is Arneg, who used Forecast to predict maintenance needs.
Cisco - Contact Center
APRIL 4, 2023
And there I was. A fly on the wall, captured by this web of wisdom—captivated by their stories of CCIE certification success.
Playvox
APRIL 4, 2023
Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.
Helpware
APRIL 4, 2023
If you're looking to improve customer experience or optimize your operations, it's worth considering options beyond your own company. One idea is outsourcing customer support to one of the top call center outsourcing companies. This can be a budget-friendly way to handle customer concerns while still providing top-notch service.
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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.
AWS Machine Learning
APRIL 4, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra reimagines enterprise search for your websites and applications so your employees and customers can easily find the content they’re looking for, even when it’s scattered across multiple locations and content repositories within your organization. Amazon Kendra FAQs allow users to upload frequently asked questions with their corresponding answers.
Jon Arnold
APRIL 4, 2023
Was quite a week at Enterprise Connect , and still trying to process all the conversations and updates. Normally, I’d have time to consolidate my thoughts, but it just hasn’t happened yet. In lieu of that, however, I’ll be sharing my takeaways via three different video segments, with the first one recorded yesterday for Big UC News. Am attending an analyst event this week, and have two other video segments lined up then, so it won’t take long to get those done and shared here, and on my social c
MiaRec
APRIL 4, 2023
It's no secret that customer disappointment can have a severe impact on your bottom line. Research shows that it can be up to 25 times more expensive to invest in new customers than to retain existing ones ( Invesp ). After just one bad experience, around 80% of consumers say they would instead do business with a competitor ( Zendesk ). Customer expectation is at an all-time high, and contact center intelligence is more important than ever before if you want to meet those expectations.
Taylor Reach Group
APRIL 4, 2023
by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the risks and creating successful implementations, we at the Taylor Reach Group have identified eight keys to successful implementations.
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!
Transparent BPO
APRIL 4, 2023
The Continued rise of the remote workforce has created an interesting issue to tackle for employers. April 4 2023 Businesses need an internal plan or, at the least, sufficiently prepared partners with the technology and know-how to ensure proper connectivity and the ability to engage their employees. The ever-growing segment of workers occupied by Millennials, […] The post The changing landscape of the “Office” appeared first on Transparent BPO.
Cisco - Contact Center
APRIL 4, 2023
It’s safe to say that workplace cybersecurity is complicated.
kommunicate
APRIL 4, 2023
Last Updated on April 10, 2023 Education is a traditional sector, but technological advancements make it prime for disruption. We are standing at the dawn of the Artificial Intelligence era. Concepts such as Natural Language Processing and Natural Language Understanding are becoming more and more commonplace. Consider this report, which says that the number of [.
NobelBiz
APRIL 4, 2023
We are overjoyed to inform that our business has just received G2 badges in the Spring report! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Spring report.
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
JustCall
APRIL 4, 2023
As the first point of contact for customers, your inbound call center agents play an instrumental role in delivering a positive customer experience. From handling customer inquiries and complaints to providing product or service information, inbound call center agents are the voice of the company. Contrary to popular opinion, their responsibilities and duties go far beyond just answering the phone.
The Petrova Experience
APRIL 4, 2023
Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of business. Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives. Just as presciently, it identified how and why AI will be baked into the future of business.
JustCall
APRIL 4, 2023
It is not an overstatement to say that a company’s success today largely depends on its ability to engage with customers effectively. One of the most important aspects of this is an inbound call center, where customers reach out for information, support, or to make a purchase. However, a call center is only as effective as its sales techniques and training.
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