Mon.Jan 29, 2024

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Improving Customer Service Starts With a Good Hire

CSM Magazine

89% of consumers said they are more likely to buy from a business again if they have a positive customer service experience. Improving customer service is easier said than done, and typically involves potentially costly employee training. What if employers could improve customer service by changing how they hire new customer-facing employees? One company just released a report demonstrating how skill-based hiring technology improved the on-the-job performance of new customer service representati

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Improving Customer Experience from the Backroom to the Frontlines

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?

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Cisco Cloud Application Security (Panoptica) at Cisco Live 2024 Amsterdam

Cisco - Contact Center

Ushering in a New Era of Generative AI Technology Cisco Live Amsterdam is almost here, Feb. 5 th – 9 th , 2024.

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Why Is Good Customer Service So Important in a Casino?

CSM Magazine

If there are any questions or problems, non GamStop casino customer service should be available to players at any time. Live chat is often available around the clock or via email. The competence of the agents plays an important role because this is the only way to ensure customer satisfaction. Which Criteria Are Particularly Important for Customer Service?

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Reimagine Your Communications With A Unified Platform

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.

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Comm100 Releases Annual Live Chat Performance Benchmarks for 2024

Comm100

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.

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E-Rate Update: $4.5 Billion for Discounts Available

Cisco - Contact Center

E-rate, also known as the Schools and Libraries Program, is a federal program that provides discounts on services to ensure that schools and Libraries across the United States can receive affordable… Read more on Cisco Blogs

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Guide to Quality Customer Service at Online Casinos

CSM Magazine

Banks, e-commerce, online casinos, and many other types of businesses require customer service. Every reputable company ensures that its customers can contact them in case they have any questions or experience any problems. If users have complaints, this feedback helps a brand improve its weak points. Efficient customer support management is a way for a business to develop and flourish.

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JustCall vs Kixie: Your Trusted Guide to Choosing the Right Sales Dialer [By Industry Experts]

JustCall

How do you stack up to Kixie?” is probably one of our most frequently asked questions on demo calls — and it’s a fair one to ask, given how similar JustCall and Kixie can appear at the outset, and how big an investment a sales dialer can be. The good folks at Kixie have built what we think is a seriously competitive offering. But is it the right fit for you?

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How to Prepare for CMS Test Call Season

CSM Magazine

The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study. The Accuracy & Accessibility Study is part of the CMS Star Ratings program and includes test calls that are made by CMS “secret shoppers” every year between February and June.

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The 2023 Verint Experience Index: Retail

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

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Global Partner Engineering Building Momentum into 2024

Cisco - Contact Center

As we stride confidently into 2024, Cisco’s commitment to fostering a mutually beneficial partnership with our esteemed global partners remains unwavering.

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CRM for Key Account Management | Not the Right Tool

Kapta Customer Success

Are you considering layoffs due to unpredictable markets and economic conditions? Companies striving to do more with less seek ways to cut costs. Staff cutbacks may seem like an easy solution, but the outcome is often less than ideal.

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DevNet: A Decade of Innovation and Community Growth

Cisco - Contact Center

Since its launch in 2014, Cisco DevNet has been more than just a platform for developers and IT professionals.

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Video ASL Interpreters: Enhancing Deaf Community Communication

Certified Languages International

Through on-demand video interpretation platforms, online American Sign Language (ASL) interpreter services allow deaf and hard-of-hearing users to securely access a sign language interpreter within minutes. This provides real-time communication access for meetings, appointments, interviews, calls, and more. What is an ASL video interpreter? A video ASL interpreter is a sign language interpreter who provides remote, on-demand interpreting services through video conferencing technology instead of

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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.

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Cisco Customer Experience (CX) Sweepstakes at Cisco Live EMEA

Cisco - Contact Center

Cisco Live EMEA is quickly approaching! Next week, starting on February 5, we kick things off in Amsterdam.

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The Importance of Providing Interpreter Services in Spanish

Certified Languages International

Providing high-quality Spanish interpretation services is critical for organizations across industries to serve limited English proficient (LEP) Hispanic and Latino communities effectively. As the demand for Spanish language assistance grows, companies must ensure accurate communication, impactful language connections, and positive experiences by working with professional interpreters.

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LLMs in CX: The Promise and the Potential Pains

TechSee

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.

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Mortgage Application Translation Support for Smooth Home Buying

Certified Languages International

Navigating complex mortgage applications can be incredibly difficult for non-English-speaking immigrants in America. From deciphering financial terminology to providing properly translated income statements to understanding convoluted application questions about loan agreements—there are common challenges in mortgage interpreting , and it’s easy to get lost.

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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.

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Benchmark and optimize endpoint deployment in Amazon SageMaker JumpStart 

AWS Machine Learning

When deploying a large language model (LLM), machine learning (ML) practitioners typically care about two measurements for model serving performance: latency, defined by the time it takes to generate a single token, and throughput, defined by the number of tokens generated per second. Although a single request to the deployed endpoint would exhibit a throughput approximately equal to the inverse of model latency, this is not necessarily the case when multiple concurrent requests are simultaneous

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JustCall vs Convoso: Which Sales Dialer Is Better For Your Business?

JustCall

“Which sales dialer is the best for my business? JustCall or Convoso?” Google hears this one whispered quite often. Truth be told, the JustCall vs Convoso debate can feel like a dial phone caught in a tornado—spinning heads and all. If you’re eyeing JustCall and Convoso, chances are you’re on the hunt for a robust and user-friendly cloud-based call center solution.

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