Thu.Mar 16, 2023

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Outgrowing Contact Center Growing Pains

Contact Center Pipeline

Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and painful times in our personal and professional lives.

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

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CX4Now: Contact Center KPIs that Matter

Fonolo

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.

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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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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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Visual AI For Service Automation: A Primer

TechSee

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.

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Cisco Modeling Labs 2.5: Now with Resource Limiting

Cisco - Contact Center

Whether you’re using a large virtual machine or beefy hardware server, running labs with a lot of nodes or labs with resource-hungry nodes in Cisco Modeling Labs (CML) can require a lot of memory/RAM… Read more on Cisco Blogs

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What’s the Difference between Omnichannel and Multichannel Customer Care, and Why Does It Matter?

Working Solutions

Creating a superior customer experience is no small challenge. With a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Engaging with them on each of these channels—and doing so in a seamless and efficient manner—is an essential goal. Yet, it’s also an overwhelming task.

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Collecting Telemetry for Custom Dashboarding – Customer Use Cases

Cisco - Contact Center

This article is authored by Matt Schmitz, Technical Solutions Specialist, Cisco’s Global Virtual Engineering (GVE) DevNet team. Visit the GVE DevNet GitHub page Where are my Metrics?

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Introducing Nuance Mix Builder, a Copilot feature, that supercharges bot building with Azure OpenAI.

Nuance

… Introducing Nuance Mix Builder, a Copilot feature, that supercharges bot building with Azure OpenAI. Read More » The post Introducing Nuance Mix Builder, a Copilot feature, that supercharges bot building with Azure OpenAI. appeared first on What’s next blog.

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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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Can ‘Experience’ in CX Survive without Humans?

Interactions

As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s p

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How to Share Reels on Facebook

JivoChat

If you are wondering how to share reels on Facebook, this task is simpler than you think. The same video that you publish on Instagram can be reposted on Facebook, which is a great feature since it allows you to reach different audiences on both platforms. Check out the article to know more about it. How to Share Reels on Instagram and Facebook at The Same Time The reel feature on Instagram was released in 2019, at the time users could publish videos that had only 15 seconds.

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Cisco Connects and Protects Your Customers

Cisco - Contact Center

Co-authored by Frank Lento , Sr. Director, Global Security Sales, Partnerships & Ecosystems The firewall.

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The Hospitality Industry and the Opportunity for Deep Customer Engagement Solutions

ConvergeOne

Imagine a high-end casino resort and spa experience. Why on earth would the call center be the only engagement engine for this brand? Imagine creating location-based virtual agent experiences ( “Dan’s in the poker room” ) that use affinity data ( “Dan loves Texas Hold ’em” ) to delight the guest. A satisfying and fun virtual agent engagement via their smartphone app with embedded messaging is a unique and fantastic but missed opportunity for most brands.

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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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11 Customer Service Techniques To Take Your Organization To The Next Level

Global Response

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad experience. 64% of business leaders say customer service has a positive impact on company growth.

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Interactions Wins 2 Stevie Awards for Customer Service Technology Excellence

Interactions

Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service , acknowledging our outstanding use of technology and partnership with NVIDIA. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category.

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From Grief To Giving Back: Using Time2Give To Support the Underserved LGBTQ Widowed Community

Cisco - Contact Center

In early 2017, my husband and I were traveling in Thailand when he had a terrible accident.

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The Rise of Conversational AI: Why Businesses Are Embracing It

Quiq

Movies may have twisted our expectations of artificial intelligence—either giving us extremely high expectations or making us think it’s ready to wipe out humanity. But the reality isn’t on those levels. In fact, you’re already using AI in your daily life—but it’s so ingrained in your technology you probably don’t even notice. Netflix and Spotify both use AI to personalize your content recommendations.

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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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What Is a High-Quality Customer Service Experience?

Abby Connect

You know how there’s customer service, and then there’s really, really good customer service? It’s not just a matter of definition, but of what it actually means for you and your customers. Bad customer service experiences will scare your customers away for good. Decent customer service will just leave them feeling “meh.

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Why Outsourcing Data Annotation Services to Africa is a Savvy Business Strategy

Helpware

The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO sector.

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How to Write an Essay on Customer Service Management

CSM Magazine

Customer service management is a complex field that requires careful analysis and the ability to craft persuasive essays. Writing an essay about customer service management can be both challenging and rewarding. By making sure your essay is well-structured, engaging and informative, you’ll soon be producing an essay you will be proud of. In this article, we’ll walk you through the steps of writing an effective essay on customer service management.

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Where You Should Be Listing Your Company’s Phone Number

Abby Connect

As a virtual receptionist service, we hear a lot of questions about business phone numbers. People often wonder where they should list their company phone number, how much it even matters, and how to make sure the right people can find the phone number they need, when they need it. You asked, and we answered.

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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!

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Waterfield Tech Launches Impact Analysis to Streamline CX Decision-Making in the Contact Center

CSM Magazine

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. Waterfield Tech , a leading global customer engagement solutions provider, today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities.

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Be Bold in Doing What’s Right

Brad Cleveland Blog

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.

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The Importance of Emotional Intelligence in Contact Centers

CSM Magazine

In current times, where emotions and logic play a hand in hand for us to navigate through the world and coexist, emotional intelligence proves to be a valuable asset to do so. Not only does it help us become aware of our own emotions, but it also helps us to manage them, and understand other people’s emotions, eventually building strong relationships and collaborating effectively.

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Automatic Call Distribution (ACD) Software: Meaning, Benefits, and Features

Voiptime

We have many times written about the IVR systems as they are one of the most important components of call routing software used in your contact center. But what about another solution that is also vital for call routing and call queue management - an automatic call distribution system, often referred to as ACD?

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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

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Enjoy a Slice of Customer Data Analytics Pi (e)

CSM Magazine

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. International Pi (π) Day is held every year on March 14. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter.

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How To Improve Customer Satisfaction In BPOs?

Knowmax

The post How To Improve Customer Satisfaction In BPOs? appeared first on Knowmax.

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Be Bold in Doing What’s Right

Brad Cleveland Blog

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.