Fri.Apr 14, 2023

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Guest Post: Customer Contact Agent Satisfaction in a Flexible World

ShepHyken

This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

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Make your network yours with CML 2.5 annotations

Cisco - Contact Center

Cisco Modeling Labs (CML) 2.5 arrives with annotations, a new feature for all CML license levels. When learning and designing, annotations let you get the most out of your labs.

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Product News – March 2023

Lumoa

Lumoa Product News for March 2023 ???? Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! A new way to invite others to Lumoa Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers.

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Lead Generation Chatbots: Everything You Need To Know In 2023

kommunicate

Last Updated on April 14, 2023 In the digital era, customers expect your business to be available 24x 7. Competition keeps heating up, as the barriers to entry to building apps and websites are diminishing. Add to this generative AI tools such as ChatGPT, and we have a situation where there are 20 apps trying [.] The post Lead Generation Chatbots: Everything You Need To Know In 2023 appeared first on Kommunicate Blog.

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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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Procure Cisco Cloud Software and SaaS Portfolio on AWS Marketplace

Cisco - Contact Center

I’ll get right to the big news: Cisco channel partners can now sell the Cisco expanded SaaS portfolio on AWS marketplace, along with Cisco Enterprise Agreements (EAs).

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New Series from NICE: ChatGPT Created This Webinar

Jon Arnold

Just a heads-up about a new series that I’m part of with NICE. In case you can’t get enough about Generative AI and what-it’s-all-about, they’ve put together a four-part webinar series. The first episode is out now, and I was a guest for the second one, where I was in conversation with John Willcutts. That episode was released this week, and there are two more coming over the next few weeks.

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Standing Still is Never an Option

Anexa BPO

Digitally-led businesses can be overwhelmed by emerging opportunities, yet creating a compelling customer experience is more important than ever before. Today’s consumers expect a seamless customer experience, and even one hiccup can lose that customer forever. This principle was never more in play than in the digital landscape, where there is a barrage of new trends, enhanced device capabilities, and the relentless growth of AI.

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What You Need to Know About IVR Systems

Call Experts

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. By providing self-service options through voice prompts and touch-tone inputs, IVR systems allow callers to access the information they need quickly or perform tasks such as checking account balances, making payments, or scheduling appointments, without waiting for a live agent.

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Sainsbury’s New Loyalty Scheme: How Does the Supermarket Stack Up for Customer Service?

CSM Magazine

Sainsbury’s Nectar Card loyalty scheme is set to be switched up by offering cheaper deals for members, in an effort to rival Tesco’s Clubcard format and satisfy customers struggling with the cost of living crisis. Sainsbury’s is introducing more personalised discounts in their stores and online to customers who use the supermarket’s Nectar Card and SmartShop features, and it’s thought that customers could be set to save an incredible 50% off certain items, includi

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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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Interaction Analytics: Listening in on the Omnichannel Customer Journey

DMG Consulting

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service. It converts customer conversations into transcripts and structures the insights so they can be shared throughout the enterprise.

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Connection Rates and Contact Rate: What is the difference

Dialer 360

When it comes to measuring the success of a sales team, several metrics can be used. Two of the most important metrics are connection rates and contact rates. While they may seem similar, there are important differences between the two that sales managers and representatives need to understand. Every business wants to attract leads and convert them but it has become difficult for agents to connect and hear from customers.

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Apr 14 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: London Area, United Kingdom (Hybrid) Organization: ContractPodAi As a Customer Success Manager, you’ll establish the strategy framework, guidance, and oversight for how ContractPodAi collaborates with its clients. This entails managing staffing, strategy, and work quality in compliance with the processes, regulations, and procedures established by CPAI.

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The four levels of customer success and product alignment maturity

ChurnZero

Alignment between Customer Success (CS) and product teams isn’t something that just happens—it takes work. The teams must have a shared understanding of customer needs, the company’s vision, and each other’s roles in fulfilling both. Without mutual respect and commitment, the collaboration between the two functions falls apart. Despite differences in working styles and focuses, Customer Success and product need each other to succeed.

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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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8 Things That Managers Need Help With: Today!

SmartKarrot

As a manager, it can be challenging to juggle multiple responsibilities and lead a team effectively. Whether you’re managing a remote team, navigating digital transformation, or resolving conflicts, it’s important to have the skills and knowledge to tackle these challenges head-on. In this article, we’ll explore the top eight things that managers need help with today, and provide some practical tips and quotes to help you become a more effective leader. 1.

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Deep CX: A Very Special Podcast “Interview” with ChatGPT

BlueOcean

What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers.

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CDC Draincare Doubles Productivity and Expands Nationally with BigChange

CSM Magazine

CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system. The job management system has replaced a number of disconnected systems with a single platform that provides real-time visibility of all jobs nationwide, across different businesses and office locations.

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6 things to keep in mind to successfully scale your teams and business!

SmartKarrot

When it comes to scaling your business, it’s no secret that the process can be a daunting one, filled with challenges and frustrations. But fear not, ambitious managers! We’ve compiled a list of six things to keep in mind when attempting to scale your teams and business, all while sprinkling in a bit of humor to keep you entertained. With a focus on cost reduction, quality enhancement, and process improvements, this blog post will have you feeling like a scaling superstar in no time.

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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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6 things to keep in mind to successfully scale your teams and business!

SmartKarrot

When it comes to scaling your business, it’s no secret that the process can be a daunting one, filled with challenges and frustrations. But fear not, ambitious managers! We’ve compiled a list of six things to keep in mind when attempting to scale your teams and business, all while sprinkling in a bit of humor to keep you entertained. With a focus on cost reduction, quality enhancement, and process improvements, this blog post will have you feeling like a scaling superstar in no time.