NobelBiz
FEBRUARY 7, 2023
Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable. The post How To Avoid Dead Airtime in your Contact Center appeared first on NobelBiz®.
ShepHyken
FEBRUARY 7, 2023
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.
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Contact Center Pipeline
FEBRUARY 7, 2023
One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.
Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
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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.
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Creative Virtual
FEBRUARY 7, 2023
By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. This is particularly true after the upheaval and uncertainty the world has experienced over the past few years.
AWS Machine Learning
FEBRUARY 7, 2023
Amazon SageMaker has announced the support of three new completion criteria for Amazon SageMaker automatic model tuning , providing you with an additional set of levers to control the stopping criteria of the tuning job when finding the best hyperparameter configuration for your model. In this post, we discuss these new completion criteria, when to use them, and some of the benefits they bring.
ConvergeOne
FEBRUARY 7, 2023
Part 1. Part 2 , Part 3 and Part 4 of this blog series detail the first four steps to effective Workforce Engagement Management.
C3Centricity
FEBRUARY 7, 2023
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.
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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
JivoChat
FEBRUARY 7, 2023
Online creative writing courses offer you the possibility to improve your ability to write texts of different types and genres. You will be able to exercise your creativity and get to know useful techniques to avoid problems such as writer’s block. When you work as a copywriter, content marketer, or advertiser person, it’s fundamental to be able to write high-quality texts.
Helpware
FEBRUARY 7, 2023
Artificial intelligence (AI) continues to push the boundaries of our technological capabilities. One radically transformative AI field is computer vision, where computers and systems construct meaning from the visual information around them. Then, they take action based on their understanding of this information. Much like the anatomical structures of the eye and visual cortex help humans to comprehend their surroundings, data labeling allows computers to quickly analyze and make sense of visual
LiveVox
FEBRUARY 7, 2023
Since 2020, the pace of change inside the contact center has accelerated through technology. More agents are working remotely than ever before and customer’s have gravitated to digital-first interactions. While we’ve developed a much deeper understanding of what drives customer behaviors through the use of tools like artificial intelligence and real-time analytics, the agent experience […] The post Ventana Research Analyst Perspective: Modernizing Agent Performance Management appeare
Global Response
FEBRUARY 7, 2023
Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? In today’s world, customer orientation is becoming increasingly expected in customer service, but harder and harder for companies to actually achieve.
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.
Strategic Contact
FEBRUARY 7, 2023
Strategic Contact conducts many assessment and roadmap projects each year. Support functions represent one element that we evaluate according to the following model: We assess whether the center addresses each function and, if so, by whom and how well. Almost without exception, we uncover gaps that lead to recommendations to fulfill these essential roles.
CSM Magazine
FEBRUARY 7, 2023
For some companies, it seems recruitment and retention has never been so difficult. This is hardly surprising – we’ve had some of the biggest business-shifting changes in living memory happen simultaneously in the last couple of years, and leadership teams have had to continually adapt and evolve. But now we’ve weathered the peak of the storm, the time for short-term fixes is over and businesses are looking at long-term strategies, particularly when it comes to attracting the very best candidate
McorpCX
FEBRUARY 7, 2023
Welcome to TalkingCX, as we bring ChatGPT from OpenAI and Graham Clark, VP Market Development for McorpCX, together to discuss the exciting world of experience management successes, trends, and techniques.
24-7 InTouch
FEBRUARY 7, 2023
“The metaverse can connect consumers with brands in a more emotionally positive and stimulating way, turning today’s online transactions into immersive, real-time conversations.” The “metaverse” has become a popular term used among technology leaders and users in the last year. The reality of an integrated metaverse is closer than ever. In fact, Gartner predicts that by 2026, 25% of people will spend at least one hour a day in the metaverse for work, shopping, education, social and/o
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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.
NobelBiz
FEBRUARY 7, 2023
Brad Cleveland, the global authority on customer strategy and management, will take us on a journey to uncover the value opportunity of customer experience, and guide us through the new era of CX, personalization and the most essential metrics. The post Beyond Transactional: Taking Customer Service to the Next Level, with Brad Cleveland appeared first on NobelBiz®.
FluentStream
FEBRUARY 7, 2023
Originally published by Small Business Currents During the pandemic, most organizations were required by social distancing mandates to adapt to remote or hybrid work. This search for services that would support their move to a fully remote environment is when. Read More The post The Benefits of Unified Communications for Small Businesses Beyond the Pandemic appeared first on FluentStream.
NobelBiz
FEBRUARY 7, 2023
Contact center can play a crucial role in improving services and products by providing insights and feedback that can inform strategic decision making. The theme of using customer experiences to inform product and service improvement has been present for three decades, even though the labels and emphasis may change over time. The post VIDEO: The Value Opportunity of Customer Service appeared first on NobelBiz®.
CSM Magazine
FEBRUARY 7, 2023
Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.
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!
NobelBiz
FEBRUARY 7, 2023
A clear mission and vision statement guiding a company's decisions and initiatives are crucial for its success. Tune in as Brad Cleveland shares more from his vast experience. The post VIDEO: Mission, Vision, Value: How To Measure a Company’s Success appeared first on NobelBiz®.
Balto
FEBRUARY 7, 2023
Share on Twitter Share on Facebook Share on LinkedIn Share on Email New report uncovers key insights about contact center career skills, advancement opportunities, benefit programs, and more. St. Louis, MO – Balto’s Conversation Excellence Lab has released a new report outlining why the majority of tenured agents choose to build careers in contact centers.
NobelBiz
FEBRUARY 7, 2023
There was an impact of technology disruptions, particularly the internet, smartphones, cloud, and AI, on the way businesses operate. Christian and Brad talk about the influence of COVID-19 in this landscape and how it accelerated these. The post VIDEO: The New Era of Customer Experience appeared first on NobelBiz®.
Strategic Contact
FEBRUARY 7, 2023
Artificial Intelligence (AI) and Bots are no longer just market hype. They are real, and clients are planning for, and implementing, them. They hold the promise of “deflecting” volume through self-service as well as improving user interfaces that boost authentication and optimize routing. If you take off your contact center hat and wear your “customer.
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
NobelBiz
FEBRUARY 7, 2023
Personalization flows from the customer access strategy and how the customer is treated when they interact with the organization. The post VIDEO: The Three Levels of Personalization in CX appeared first on NobelBiz®.
SmartKarrot
FEBRUARY 7, 2023
What is Implementation? Implementation is the process of putting a decision or a plan into execution after a client buys the product, to get it operating appropriately • To ensure there’s maximum usage and value to the client. This is often the first part of onboarding the client. But, more importantly, this is also the part of Client Experience that often decides the tenure of the relationship.
NobelBiz
FEBRUARY 7, 2023
Closing the loop plays a huge factor, not just with customers but with employees as well, by showing that the feedback is being used and acted upon. The post VIDEO: How is Closed Loop Feedback Impacting Growth appeared first on NobelBiz®.
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