Blueship Call Center

MAY 25, 2023

Every firm must provide real customer care across all client touchpoints if it wants to guarantee that its clients are heard, helped, and happy. Customers need efficiency, comfort, reliability, and friendliness. When people ask for your help, they anticipate that you will resolve their problems. Outsourcing a portion of your company’s activities to a service provider or third-party partner is known as business process outsourcing (BPO).

outsourcing 40

outsourcing Call Center Contact Center Customer Care 40

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.

Upselling 97

Upselling Metrics Surveys Accountability 97

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.

Toister Performance Solutions

MAY 25, 2023

If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.

Best practices 84

Best practices Contact Center Customer Service 84

SQM Group

MAY 25, 2023

Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident they become.

Coaching 87

Coaching 87

LiveVox

MAY 25, 2023

As a seasoned customer service professional, you know that customer care and contact center operations departments are always seeking innovative ways to create efficiency, improve agent productivity, and reduce technology overhead. In today’s fast-paced business landscape, harnessing the power of actionable data has become a game-changer for delivering exceptional customer experiences.

Customer Experience 82

Customer Experience Contact Center Customer Care Technology 82

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions. SILICON SLOPES, UTAH (PRWEB) MAY 23, 2023 ClientSuccess, a leading customer success software provider, has announced the launch of SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights

B2B 81

B2B SaaS Feedback Management 81

AWS Machine Learning

MAY 25, 2023

One of the most common applications of generative AI and large language models (LLMs) in an enterprise environment is answering questions based on the enterprise’s knowledge corpus. Amazon Lex provides the framework for building AI based chatbots. Pre-trained foundation models (FMs) perform well at natural language understanding (NLU) tasks such summarization, text generation and question answering on a broad variety of topics but either struggle to provide accurate (without hallucinations) answ

APIs 78

APIs Enterprise Accountability Chatbots 78

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

Surveys

Cisco - Contact Center

MAY 25, 2023

It had been a hot minute since I last put together a blog, and I was thinking about what might be an interesting topic.

98

98

Cyara

MAY 25, 2023

Whatever business you are in, it’s essential to ensure your global communications are operating to the highest standard. This is especially important when it comes to voice and video calls as these tend to be customers' preferred method of communication for high-value and high-priority decisions.

Customer Experience 67

Customer Experience 67

Cisco - Contact Center

MAY 25, 2023

If the network is the skeleton, then applications are the lifeblood of today’s business.

98

98

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI. Spectrum AI is a predictive (generative) CX analytics platform for enterprises.

Analytics 66

Analytics Engineering Accountability Enterprise 66

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.

Customer Experience

Avoxi

MAY 25, 2023

You could be overpaying for your contact center's voice service without a cloud provider. Learn what factors are affecting your costs and how to reduce them.

Contact Center 62

Contact Center 62

CSM Magazine

MAY 25, 2023

CCI Kenya is successfully disrupting the African BPO landscape in Kenya and the wider CCI Global across Africa. Here they explain the importance of effective training and development for contact centre staff. CCI Kenya is part of CCI Global, which is now one of the leading business process outsourcing providers in sub-Saharan Africa. Since launching in 2006 in South Africa, CCI Global offers international outsourcing services for every stage of the customer lifecycle from sales all the way throu

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Education Government 52

Cisco - Contact Center

MAY 25, 2023

If you were to go back in time and ask 20-year-old Robert Yee where he would be working in 2023, Cisco would have been an unlikely answer.

Engineering 52

Engineering 52

Knowmax

MAY 25, 2023

The post Why Should You Use Decision Trees In Knowledge Base? appeared first on Knowmax.

52

52

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.

Self service

Amplifai Coaching Category

MAY 25, 2023

Ernst & Young LLP (EY US) today announced that CEO and Founder, Sean Minter of AmplifAI was named an Entrepreneur Of The Year® 2023 Central Plains Award finalist!

40

40

Brad Cleveland Blog

MAY 25, 2023

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip. Few others had the ability to influence the thoughts and … Continue reading → The post From Troubadour to Catalyst: How Stories Drive Change in Customer Experience appeared first on Brad Cleveland.

Customer Experience 43

Customer Experience Contact Center Call Center Customer Service 43

ChurnZero

MAY 25, 2023

The post Big RYG appeared first on ChurnZero.

52

52

Brad Cleveland Blog

MAY 25, 2023

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip. Few others had the ability to influence the thoughts and … Continue reading → The post From Troubadour to Catalyst: How Stories Drive Change in Customer Experience appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Contact Center Call Center Customer Service 26

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!

Feedback

Dialer 360

MAY 25, 2023

The home security industry has experienced significant growth, with the market generating USD 51.9 billion in 2021. Moreover, industry experts project a robust compound annual growth rate of 8.6% from 2022 to 2030, indicating a thriving market composed to reach a substantial size of USD 106.3 billion by the end of the next decade. These figures underscore the vast potential and opportunities available within the home security sector.

Scripts 26

Scripts CRM Sales call center software 26

SmartKarrot

MAY 25, 2023

Role: Customer Success Specialist Location: Texas, United States Organization: SwipeTrack Solutions As a Customer Success Specialist, you’ll respond quickly and effectively to support and trouble tickets. Investigate and fix technical problems with the XTruLink ticketing system. Provide customers with succinct and clear answers to their questions.

Benchmark 19

Benchmark Accountability Education Analytics 19

AWS Machine Learning

MAY 25, 2023

Amazon Kendra is a highly accurate and intelligent search service that enables users to search unstructured and structured data using natural language processing (NLP) and advanced search algorithms. With Amazon Kendra, you can find relevant answers to your questions quickly, without sifting through documents. However, just enabling end-users to get the answers to their queries is not enough in today’s world.

Automotive 72

Automotive Metrics Analytics APIs 72

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for.

call center software 98

call center software Call Center APIs Contact Center 98

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

Journey mapping

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

CSM Magazine

MAY 25, 2023

Computer telephony integration (CTI) is revolutionizing the way contact centres are managed around the world. By leveraging existing CRM features, CTI provides a single interface to automate customer interactions and customer service processes in real-time. With Dynamics CRM, your business can now benefit from an integrated solution that helps simplify contact centre management across all channels.

CRM 52

CRM Management Call Logging First call resolution 52

Connect

MAY 25, 2023

In the modern digital era, companies face the dual imperative of keeping up with rapidly evolving demands and expectations around both customer and employee experiences. Against a backdrop of increasing economic uncertainty and rising competition, business leaders must leverage technology to gain and maintain a competitive advantage to attract and retain customers and employees.

Technology 65

Technology Self service Revenue potential Analytics 65