CSM Magazine
FEBRUARY 28, 2023
As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them. Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha.
ShepHyken
FEBRUARY 28, 2023
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Outsource Consultants
FEBRUARY 28, 2023
SAINT LOUIS PARK, MN, February 28, 2023 – Outsource Consultants is excited to announce that we are a 2023 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is ranked on its third annual Inc. 5000 Regionals: Midwest list, the most prestigious ranking of the fastest-growing Midwest private companies, based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.
Lumoa
FEBRUARY 28, 2023
Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.
Advertisement
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.
Momentum Telecom
FEBRUARY 28, 2023
It’s been three years since the start of the COVID-19 pandemic. While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Hastily-made decisions resulted in ill-fitting solutions, but many businesses managed to make it work. Now that the dust has settled, it’s clear that remote and hybrid working models aren’t going anywhere – but are the cloud communication tools you rushed to implement at
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ConvergeOne
FEBRUARY 28, 2023
While the barrier to entry may be lowered for business use, many businesses continue to struggle in their adoption of AI capabilities for various reasons. One of the most common reasons is a lack of understanding and comfort with artificial intelligence. In addition, organizations struggle to fully understand the capabilities, limitations, and how to calculate their return on investment (ROI) of AI initiatives.
Nuance
FEBRUARY 28, 2023
Launched over a quarter of a century ago, Nuance Dragon software remains the gold standard for busy professionals who want or need to use their voice, rather than a keyboard, to complete documentation efficiently. Dragon Professional is designed for people who need Dragon locally installed on their devices—either because their work can take them to [.
AnswerConnect
FEBRUARY 28, 2023
This February, AnswerConnect donated to Zion National Park – Utah's First National Park – to support their work preserving the diverse ecology and iconic red canyons. The post Supporting America’s best-loved parks with Zion National Park appeared first on AnswerConnect Blog.
JivoChat
FEBRUARY 28, 2023
If you no longer use Snapchat and want to remove your profile from the platform, you can’t only uninstall the app. Before doing that, you will need to take some actions, when it comes to how to delete Snapchat. However, you are going to see that it’s very simple to deactivate your account or erase it permanently. Check out the article to learn more about it.
Advertisement
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
Helpware
FEBRUARY 28, 2023
There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and their employees. A hybrid or fully remote team is now the norm.
Interactions
FEBRUARY 28, 2023
We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service. But what role do they play exactly? What are the benefits and challenges of their use? And what does the future hold? How Automation Technologies Impact Customer Service Automation technologies are increasingly important in improving customer service and offer a wide range of benefits — but they are not without chall
AnswerConnect
FEBRUARY 28, 2023
This February, AnswerConnect donated to Zion National Park – Utah's First National Park – to support their work preserving the diverse ecology and iconic red canyons. The post Supporting America’s best-loved parks with Zion National Park appeared first on AnswerConnect Blog.
Select VoiceCom Blog
FEBRUARY 28, 2023
Working with a call centre for quality customer service can help boost your operations. Learn about the recent customer service trends and statistics here! The post Call Centre Customer Service Statistics and Trends to Know appeared first on Select VoiceCom.
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.
24-7 InTouch
FEBRUARY 28, 2023
“We need to teach people that it’s ok to show care for one another at work.” Having a strong sense of empathy helps team members effectively help customers, and also creates a positive work environment. The concept of corporate well-being has changed dramatically over the last 20 years. It went from focusing on health and fitness to a multi-faceted holistic approach.
Unymira
FEBRUARY 28, 2023
In the past 10 years, the capacity of the world's data centers has more than quadrupled. Servers can store and process more than 8 zettabytes globally as of today. It accelerates digital transformation and new business opportunities. However, it consumes a tremendous amount of energy. This blog discusses the environmental impact of large data centers and best practices to use those resources more efficiently.
Nuance
FEBRUARY 28, 2023
In the previous articles in this series, we’ve looked at the evolving outpatient reimbursement landscape and the critical importance of suspecting, capturing, and recapturing Hierarchical Condition Categories (HCCs). In this final installment, we’ll explore how one health system uses AI to improve clinical documentation integrity and boost Risk Adjusted Factor (RAF) scores.
CSM Magazine
FEBRUARY 28, 2023
Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.
Advertisement
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.
Jon Arnold
FEBRUARY 28, 2023
I’ve started doing some work with Ooma , a company that I have been close too since its earliest days. By earliest, I mean back when they were strictly a residential landline offering, just like Vonage. Way before cloud, way before social media, even before smartphones. That’s a long time ago, folks, but guess what? They’re still here, and have a made a nice transition to the business market, and not just SMBs.
CSM Magazine
FEBRUARY 28, 2023
One of the biggest changes to come out of the pandemic is the introduction of remote work. Although some businesses already offered remote or hybrid work to their employees, it was quite uncommon for businesses to operate in a fully remote way. However, nowadays this has completely shifted, and more businesses than ever offer some form of remote work.
Contact Center Pipeline
FEBRUARY 28, 2023
This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in the industry: companies that are making it increasingly difficult to connect with agents. Michele discusses the win that is WFH.
SmartKarrot
FEBRUARY 28, 2023
Role: VP, Customer Success Location: Toronto, ON, Canada (Remote) Organization: Affinity.co As a VP, Customer Success you’ll assemble, nurture, and keep a top-notch team. Metrics at every level of the company that define success for our clients are established. Create and implement our second product’s success and support models (Affinity for Salesforce).
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!
AWS Machine Learning
FEBRUARY 28, 2023
Fraud detection is an important problem that has applications in financial services, social media, ecommerce, gaming, and other industries. This post presents an implementation of a fraud detection solution using the Relational Graph Convolutional Network (RGCN) model to predict the probability that a transaction is fraudulent through both the transductive and inductive inference modes.
Upstream Works
FEBRUARY 28, 2023
By: Rob McDougall, CEO, Upstream Works Software Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked when it comes to AI-assisted customer service. This is especially surprising given that email volumes are often significantly higher than messaging traffic and can represent a not-insignificant portion of a company’s contact volume.
AWS Machine Learning
FEBRUARY 28, 2023
In today’s highly competitive market, performing data analytics using machine learning (ML) models has become a necessity for organizations. It enables them to unlock the value of their data, identify trends, patterns, and predictions, and differentiate themselves from their competitors. For example, in the healthcare industry, ML-driven analytics can be used for diagnostic assistance and personalized medicine, while in health insurance, it can be used for predictive care management.
CSM Magazine
FEBRUARY 28, 2023
The year 2022 marked a significant milestone for those in charge of customer experience. With the emergence of self-service, the increased use of mobile devices, and remote work after the COVID-19 pandemic, coupled with noteworthy advancements in AI technology, customers have come to expect exceptional digital experiences like never before. As stated in NTT Ltd.’s 2021 Global Customer Experience Benchmarking Report , 91% of organizations believe that customer experience is a crucial diffe
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
Expert insights. Personalized for you.
52 
Let's personalize your content