ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

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CSM Magazine

NOVEMBER 18, 2024

Contact center agents spend a significant amount of time glued to computer screens, managing customer queries, and ensuring efficient service delivery. While the role is essential for maintaining high levels of customer satisfaction, it often exposes agents to eye strain—a common occupational hazard that can lead to discomfort, reduced productivity, and even long-term vision problems.

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call center professionals Call Center Contact Center Surveys 52

Vistio

NOVEMBER 18, 2024

The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.

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Contact Center Feedback Best practices Customer Experience 52

CSM Magazine

NOVEMBER 18, 2024

In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.

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Chatbots Technology Customer Support Customer Service 52

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

24-7 InTouch

NOVEMBER 18, 2024

With purchases just a click away, there is a growing need for quick and efficient support. Brands that rely solely on interactive voice response (IVR) risk lower customer satisfaction (CSAT) scores. The inefficiency and high cost of voice agents can also cause revenue loss. In response to these challenges, many companies have incorporated SMS deflection as a strategy to enhance CSAT and optimize operations. 63% of people would rather message than call customer service or email 66% of people are

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Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

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Management SaaS B2B Metrics 52

CSM Magazine

NOVEMBER 18, 2024

Effective sharing of documents is essential for both businesses and individuals. The ongoing discussion revolves around whether it is better to upload PDF files or send them as email attachments. By comprehending the merits of each approach, individuals can make informed choices. This article delves into the advantages of hosting PDF files on websites as opposed to using email attachments, shedding light on how this decision can influence workflow and communication effectiveness.

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Engineering Analytics Accountability Feedback 52

Cisco - Contact Center

NOVEMBER 18, 2024

Organizations can benefit from designing storage area networks (SANs) that are not only secure, but also with less impact on the planet.

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Connecting the Dots

NOVEMBER 18, 2024

A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty. Manufacturers only hear about a small percentage of problems, usually 1 out of 10-16 problems for each complaint received.

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Finance Complaint resolution Education Benchmark 62

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Cisco - Contact Center

NOVEMBER 18, 2024

One of the most effective strategies for protecting your digital assets is microsegmentation. The success lies in how it's implemented and the planning.

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Connecting the Dots

NOVEMBER 18, 2024

You know the cliché that you can’t have something that’s high quality AND gets to you fast AND is cheap at the same time? You can have two, but not all three. A project can be good and fast (though it’s probably a more expensive option). Or it can be good and cheap (but it may take a long time to be completed). Or it may be fast and cheap (but you might end up regretting the outcome when you see the low-end result).

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Surveys Wait times Feedback Consulting 62

Concentrix

NOVEMBER 18, 2024

Find out what made Concentrix a Strong Performer among the nine top vendors in the customer feedback management market.

Feedback 54

Feedback Management Marketing 54

Connecting the Dots

NOVEMBER 18, 2024

A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty. Manufacturers only hear about a small percentage of problems, usually 1 out of 10-16 problems for each complaint received.

Finance 62

Finance Complaint resolution Education Benchmark 62

Advertiser: ZoomInfo

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Marketing

Injixo

NOVEMBER 18, 2024

In a previous blog post , we defined, compared, and contrasted workforce optimization, workforce management, and workforce engagement management (WFO, WFM, and WEM). The purpose of this post is to identify the options for acquiring WFO, WFM, and WEM software, examine the pros and cons of each, and provide guidance to help you choose the solution (or solutions) that will work best for you.

Management 52

Management 52

Connecting the Dots

NOVEMBER 18, 2024

You know the cliché that you can’t have something that’s high quality AND gets to you fast AND is cheap at the same time? You can have two, but not all three. A project can be good and fast (though it’s probably a more expensive option). Or it can be good and cheap (but it may take a long time to be completed). Or it may be fast and cheap (but you might end up regretting the outcome when you see the low-end result).

Surveys 62

Surveys Wait times Feedback Consulting 62

Injixo

NOVEMBER 18, 2024

In a previous blog post , we defined, compared, and contrasted workforce optimization, workforce management, and workforce engagement management (WFO, WFM, and WEM). The purpose of this post is to identify the options for acquiring WFO, WFM, and WEM software, examine the pros and cons of each, and provide guidance to help you choose the solution (or solutions) that will work best for you.

Management 52

Management 52

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge. Yet, as Gartners findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement management (WEM) solutions t

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Analytics Contact Center Quality management contact center solutions 52

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Wait times

ShepHyken

NOVEMBER 18, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? How does empowering employees align with a company’s brand promise?

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Consulting Consulting Marketing Customer Experience 345

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025. In response to the recent Budget, Helen Dickinson, Chief Executive of the British Retail Consortium (BRC), highlighted the sectors growing financial pressures , including over 2.

Management 52

Management Analytics Morale Customer centricity 52

AWS Machine Learning

NOVEMBER 18, 2024

Today, we are happy to announce the availability of Binary Embeddings for Amazon Titan Text Embeddings V2 in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. With support for binary embedding in Amazon Bedrock and a binary vector store in OpenSearch Serverless, you can use binary embeddings and binary vector store to build Retrieval Augmented Generation (RAG) applications in Amazon Bedrock Knowledge Bases, reducing memory usage and overall costs.

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Calabrio

NOVEMBER 18, 2024

Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply. This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity.

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Contact Center

AWS Machine Learning

NOVEMBER 18, 2024

Resilient architectures are the foundation upon which successful businesses are built. However, keeping up with the latest advancements and making sure your systems are resilient can be a daunting task. Between monitoring, analyzing, and documenting architectural findings, a lack of crucial information can leave your organization vulnerable to potential risks and inefficiencies.

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APIs Government Engineering Accountability 110

Calabrio

NOVEMBER 18, 2024

Analytics Warum smarte WEM-Lsungen wichtig sind: Calabrio’s Meinung zum Gartner Magic Quadrant 2024 fr CCaaS Vorsprung Share In Gartners Magic Quadrant 2024 fr Contact Center as a Service (CCaaS) wird eine Kernaussage deutlich: Contact Center brauchen moderne, fortschrittliche Tools, um die heutigen Herausforderungen zu meistern und ihren Wettbewerbsvorteil zu behalten.

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Contact Center Analytics Feedback Management 52

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-authored with Nishant Gupta from InsuranceDekho. The insurance industry is complex and overwhelming, with numerous options that can be hard for consumers to understand. This complexity hinders customers from making informed decisions. As a result, customers face challenges in selecting the right insurance coverage, while insurance aggregators and agents struggle to provide clear and accurate information.

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APIs Benchmark Engineering Sales 110

Calabrio

NOVEMBER 18, 2024

Analytics Pourquoi des solutions WEM plus intelligentes sont importantes : Le point de vue de Calabrio sur le Magic Quadrant 2024 de Gartner pour CCaaS Sautez en avant Share Dans le quadrant magique 2024 de Gartner pour les centres de contact en tant que service (CCaaS) , un message cl est clair : les centres de contact ont besoin d’outils modernes et avancs pour relever les dfis actuels et conserver leur avantage concurrentiel.

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Analytics 52

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Contact Center

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-written with Kaustubh Kambli from DXC Technology. DXC Technology is an IT services leader with more than 130,000 employees supporting 6,000 customers in over 70 countries. DXC builds offerings across industry verticals to deliver accelerated value to their customers. One of the sectors DXC has deep expertise in is energy. The oil and gas industry relies on discovering new drilling sites to drive growth.

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Calabrio

NOVEMBER 18, 2024

Analytics Steigende Kosten im Einzelhandel mit Workforce Engagement Management meistern: Ein strategischer Ansatz fr die Weihnachtszeit Vorsprung Share Einzelhndler in ganz Grobritannien bereiten sich auf die geschftigste Einkaufssaison des Jahres vor, whrend sie gleichzeitig mit steigenden Kosten und regulatorischen nderungen zu kmpfen haben, die im April 2025 in Kraft treten werden.

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Management Analytics Morale Personalization 52

AWS Machine Learning

NOVEMBER 18, 2024

Recent enhancements in the field of generative AI , such as media generation technologies, are rapidly transforming the way businesses create and manipulate visual content. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, pr

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