Tue.Jan 24, 2023

article thumbnail

Could ChatGPT Herald the Next Stage for CX AI Adoption?

CSM Magazine

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November. What is particularly striking about ChatGPT is that it took just five days to reach one million signed-up users, and it’s estimated that figure may alrea

article thumbnail

Amazing Business Radio: Paulo Almeida


Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Apologies Are Great. But Actions Are Needed.

Contact Center Pipeline

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to ensure an improved CX the next time. These are: Apologize to the customers.

article thumbnail

Optimizing AHT During a Visual Engagement Session


Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.

article thumbnail

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.

article thumbnail

Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco - Contact Center

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions. Forming partnerships with Technology Service Brokers Telarus and Intelisys has enabled thousands of agents and traditional Cisco partners to capture the opportunity offered by Cisco Unified Communications. As a result, we are delivering faster customer outcomes at a lower cost with solutions like Webex Meetings, Messaging, Calling and select devices.

More Trending

article thumbnail

6 Online Marketing Courses


Whether you are a marketing professional who wants to enhance your skills or someone who doesn’t have any experience with marketing, there are several online marketing courses available for different needs. You can make them without leaving home, and still learn essential skills about how to promote brands and businesses online, for example. Nowadays, millions of people all around the world use the internet to find products and services, which turned digital marketing into a very popular

article thumbnail

Top Competitors of Tata Communications for Enterprise Voice


Top Competitors of Tata Communications for Enterprise Voice Your communications and connection reliability reflect upon your business as a whole. Poor voice quality has been found to lead to as much as a 27% increase in Average Handle Time (AHT) among contact center agents, which can negatively impact an enterprise business’s customer experience and revenue. … The post Top Competitors of Tata Communications for Enterprise Voice appeared first on AVOXI.

article thumbnail

Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. These solutions convert unstructured recorded and live-stream audio and digital customer conversations into transcripts and structured output files that can be categorized, searched, and analyzed.

article thumbnail

Is Customer Experience Changing the Healthcare Industry?


Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as contagions spread and hospitals faced unprecedented demand - the coronavirus pandemic has been a period of forced, rapid transition.

article thumbnail

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.

article thumbnail

How to measure the Efficiency of a CRM Strategy in Contact Centers


NobelBiz | Blog How to measure the Efficiency of a CRM Strategy in Contact Centers Published on 24. January 2023 Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty [.] The post How to measure the Efficiency of a CRM Strategy in Contact Centers appeared first on NobelBiz®.

CRM 59
article thumbnail

Crisis Management – How to Prepare for the Worst

Anexa BPO

Businesses always face the possibility of experiencing a crisis that could significantly impact their operations and reputation. Crises could range from natural disasters and cyber-attacks to financial scandals and public relations mishaps. Therefore, it’s essential to have a crisis management plan in place to minimize the negative impact of any crisis.

article thumbnail

How CX Insights From Automated Tagging of Support Tickets Help Product Managers

CSM Magazine

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. Product Managers are primarily responsible for identifying customer needs and the larger business objectives that their product or feature will fulfill. They articulate what success looks like for their product, and lead cross-functional teams to turn that vision into a reality.

article thumbnail

Telemarketing Software: Features, Benefits, and Implementation


Telemarketing Software: Features, Benefits, and Implementation When the concept of telemarketing began in the 1950s, telephonists, or switchboard operators as they were known back then, used traditional phone systems to call prospects. Before speaking with any live person, they would usually waste around one minute dialing the number manually and waiting for the call to get connected.

article thumbnail

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!

article thumbnail

Crypto Slot Volatilities: The Necessities Gamers Must Know

CSM Magazine

Discussing online crypto casinos without reference to slot machines is difficult. This classic casino game has been taken to the internet in various innovative, creative, and entertaining ways players can imagine. Mobile slots, multi-pay line slots, megacasinos, and progressive slots are just a few of the many kinds available. Whatever sort of slot machine online casino participants select, one essential element that affects their selection is the game’s volatility.

article thumbnail

Call Recording: Definition, Purpose, and Tips


We always look for better ways to measure and control the performance of our workers, because they are the people who are responsible for the final result. Even though there are numerous customer service metrics to find out if everything is fine with your call center performance, or, vice versa, if something goes wrong, our industry strongly depends on the human factors - skills, knowledge, and energy of call center reps.

article thumbnail

Easy Ways to Announce the Opening of a Second Business Location to Your Customers

CSM Magazine

If you’re in a position to open a new location for your established business, that’s a good sign for the long term prospects of your operations. Of course without the support of existing customers, getting the word out and gaining momentum will be harder. Here are some ways to bring them with you on this journey. Harness the Power of Social Media: Increase Your Reach With Strategic Posts Social media offers a great way to announce the opening of your new business location.

article thumbnail

Building the “Frictionless” Organization—an Interview with Bill Price

Brad Cleveland Blog

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions. He and David Jaffe … Continue reading → The post Building the “Frictionless” Organization—an Interview with Bill Price appeared first on Brad Cleveland.

article thumbnail

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

article thumbnail

It’s 2023 and we’re in 83 countries – Angola joins the Spearline network


Welcome Angola to Spearline! Spearline is proud to unveil Angola as the latest addition to our rapidly expanding mobile testing network. With the inclusion of Angola, our global coverage now reaches an impressive 83 countries. That’s right, you can now confidently test your mobile numbers on Unitel and Movicel, the top two operators in Angola with a combined market share of 73%.

article thumbnail

The Current State of Cyber Security: Are You Prepared?


Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.

article thumbnail

Stirling Electrical Transforms with BigChange Mobile Working Tech

CSM Magazine

A BigChange job management system is helping electrical contractor Stirling Electrical Services improve efficiency and transform business performance. An electrical and security system company, carrying out domestic and commercial work across Scotland, Stirling Electrical replaced a number of disconnected systems with the all-in-one solution from BigChange.

Finance 52