Thu.Aug 04, 2022

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How AI Has Changed Customer Service

CSM Magazine

Artificial intelligence can hardly be called a novelty anymore, as it has been part of our daily lives for years. However, its applications and development are constantly evolving, and this includes the use of smart algorithms for customer service. First and foremost, AI has allowed businesses to provide a more personalised customer experience. Customers can now get help faster and more easily than ever before.

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AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.

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Creating a framework for digital transformation

Eptica

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Published on: August 05, 2022. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised.

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Use These 3 Speech Analytics Features to Improve Your Quality Assurance Program

Provana

“Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business. This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls. Interestingly, most of these agencies usually use these platforms without tapping their full potential, failing to strengthen their traditional Quality Assurance (QA) programs, continuing to struggle with increasing call volume.

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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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How to Monitor Call Center Performance

Fonolo

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Customers feel satisfied and drive up net promoter scores. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Agent attrition is at an all-time low.

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Cloud gaming has a bold future

Maru Group

By Maru Entertainment & Technology | August 4, 2022. The recent announcement from Samsung that its 2022 line of Smart TVs now have the capability for owners to cloud game on various services, including Xbox Game Pass Ultimate, represents a new stage in the development of cloud gaming as a mainstream consumer offering. It’s been clear for a long time that gaming and tech companies view cloud gaming as a long-term revenue creator.

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Does Instagram Notify When You Screenshot a Story?

JivoChat

A question that many Instagram users make is: does Instagram notify when you screenshot a story? Sometimes, you pass through your friends’ stories and see something interesting, like a nice picture, a recipe, or a helpful tip, and want to screenshot to save it later. But, do you feel worried if the person will see that you took a screenshot? Mainly when it’s a screenshot from a profile that you don’t follow, that concern is typical for thousands of users.

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Are You Tracking These 10 Help Desk Metrics?

Quiq

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? Data can help drive success, but collecting the wrong metrics (and too many) can cause overwhelm and unnecessary stress on your team. Traditionally, a help desk refers to IT or internal support.

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110 Job Knowledge Performance Review Phrases

JivoChat

Job knowledge performance review phrases can help you to communicate better when you need to give feedback to an employee or a team member. It’s important to let people, who you manage or are under your leadership on a project, know what they are doing well and the points where they can improve. It’s essential for a good leader to know how to communicate, and avoid misinterpretations by being assertive.

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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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Self-service : un atout indispensable pour les e-commerçants

Eptica

Date: Thursday, Août 4, 2022 Author: Laurianne Merour - Digital Marketing Manager Self-service : un atout indispensable pour les e-commerçants. Publié le: 04 Août 2022. Auteur: Laurianne Merour - Digital Marketing Manager Les avantages du self-service basé sur l'IA La question de la relation client est au centre de toutes les préoccupations pour les commerçants et e-commerçants, car quelques secondes suffisent parfois pour créer une expérience négative susceptible de générer frustration et

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4 CX Action Steps in a Recession

Concentrix

Learn how, with the risk of an upcoming recession, we draw on historical data to recommend best practices for customer experience management. The post 4 CX Action Steps in a Recession appeared first on Concentrix.

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Verint Research Reveals What Really Matters to Consumers in their Physical and Digital Shopping Experiences

CSM Magazine

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands. While customers are returning to physical shopping in the post-Covid economy, digital engagement strategies are still vital to retain customers and keep them satisfied.

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4 CX Action Steps in a Recession

Concentrix

Learn how, with the risk of an upcoming recession, we draw on historical data to recommend best practices for customer experience management. The post 4 CX Action Steps in a Recession appeared first on Concentrix.

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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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How to Combine SEO and PPC Marketing Efforts

CSM Magazine

So, you’ve decided to perform an SEO and PPC campaign simultaneously? On the surface, the benefits of doing both campaigns at once outweigh doing them separately. However, there are some downsides that could affect the outcome of your marketing campaigns. You don’t want to waste your time and money if the campaigns aren’t profitable.

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Here’s what’s New From July 2022 || Kommunicate Product Updates

kommunicate

Last Updated on August 4, 2022 The month of July saw us adding a few exciting new features to our product, and we can’t wait to tell you more about it. Here is a quick update on what we achieved last month. Kompose Settings just got a new UI: When building your chatbot using Kompose, [.]. The post Here’s what’s New From July 2022 || Kommunicate Product Updates appeared first on Kommunicate Blog.

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E-Commerce Payments: 5 Ways to Reduce Costs

CSM Magazine

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX). For online and MOTO* merchants ensuring transactions are processed quickly and securely, and at least cost, is business critical. Higher payment costs can mean higher prices for goods and services, which means to remain competitive merchants are keen to minimise their payment costs.

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WhatsApp Business – 10 Features You Cannot Ignore in 2022

kommunicate

Last Updated on August 4, 2022 WhatsApp is a messaging constant for over two billion people today. It’s quick, convenient, and well-multifaceted since it’s no longer limited to personal use. WhatsApp Business has only made things better and amazingly beneficial for about 50 million businesses globally. Launched in 2018, the platform has evolved and introduced [.].

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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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5 Reasons Why Your Branding Isn’t Working

CSM Magazine

Are you having a hard time getting your branding to work ? You’re not alone. Many businesses struggle with this, but there are ways to fix it. In this article, we will discuss some of the reasons why your branding may not be working and how to correct it. Keep reading to learn more! A branding strategy is a plan for how a company will present itself to the public.

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Equip Your Customer Service Reps to Support Seamless Customer Journeys: A Gartner® Report

LiveVox

When it comes to customer interaction, today’s customers have become accustomed to engaging with companies through multiple channels. Most of the time, your customers use different channels to gather information on your products and services in order to make a purchase decision. The post Equip Your Customer Service Reps to Support Seamless Customer Journeys: A Gartner® Report appeared first on Livevox.

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Customer Satisfaction Score (CSAT): everything you need to know

Hello Customer

Measuring customer satisfaction is a critical aspect of long-term business success. You need to be providing your clients with a top-notch experience since 33% of customers would consider changing the company they are doing business with due to unsatisfactory customer service. Let’s just say that you might be able to acquire new clients quickly, but if they don't stay around long enough, chances are your business will be stuck in a rut that you won't be able to get out of.

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Customer Support Services: The Ultimate FAQ Guide

Vcaretec

Customer support services are an important part of any business. When customers have a question or issue with a product or service, they need to be able to reach out to someone who can help them resolve the problem. This is why customer service is so important. In this guide, we will discuss what customer support services are and how they can benefit your business.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Business Text Messaging Etiquette

VirtualPBX

We know that over 39% of businesses already use some form of text messaging to communicate with their prospects, leads, and customers. And many more are expected to adopt the technology in the coming years! We also know that customers check their phones all the time. And that 67% would prefer to text with a business than talk or even email. Beyond communication preferences, there are also clear advantages to texting your customers.

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Innovation is the heartbeat of customer experience 

Brad Cleveland Blog

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you innovate? … Continue reading → The post Innovation is the heartbeat of customer experience appeared first on Brad Cleveland.

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Aug 04 – Customer Success Jobs

SmartKarrot

Role: Director of Client Success Location: Remote, Illinois, United States Organization: seoClarity As a Director of Client Success, you will direct and manage a world-class team with a focus on training, development, and customer-centric advocacy. Recruit for and build the Client Success Team to a global scale. Direct process enhancement and development, taking full responsibility over the user experience during every phase of the client’s life-cycle.

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Optimal pricing for maximum profit using Amazon SageMaker

AWS Machine Learning

This is a guest post by Viktor Enrico Jeney, Senior Machine Learning Engineer at Adspert. Adspert is a Berlin-based ISV that developed a bid management tool designed to automatically optimize performance marketing and advertising campaigns. The company’s core principle is to automate maximization of profit of ecommerce advertising with the help of artificial intelligence.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Why Service Departments Should Use Low-Code Solutions to Build Voice Workflows

3CLogic

Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support. There’s an issue with this approach, however. Customers are craving more human interaction — not less. According to a report from PwC , 75% of customers want to work with a real person during service experiences.

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How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback

Playvox

Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start categorizing this vital data with the right tags and analyzing it.

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Support Agents Make the Difference in Great Customer Experience

Anexa BPO

According to statistics, over 60% of customers will jump ship after only one bad experience. But make up for it with excellent customer service, and 74% are willing to forgive and forget. This stacks the decks strongly in favor of companies investing more in their customer service initiatives and platforms. In a post-pandemic world, there is no single strategy that carries more weight and delivers better outcomes than next-level customer service.