Enghouse Interactive

JUNE 2, 2023

How can the contact center help meet sustainability objectives? Here are 3 ways to make greener, more sustainable contact centers.

Contact Center 74

Contact Center Self service Interactive Voice Response 74

Cyara

JUNE 22, 2023

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

Contact Center 127

Contact Center Customer Experience 127

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

Customer Service 202

Customer Service Chatbots Contact Center Wait times 202

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.

Contact Center 103

Contact Center Call Center Abandon rate First call resolution 103

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer centricity 177

Customer centricity Customer Service Metrics Customer Experience 177

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

Customer Service 105

Customer Service Chatbots Customer Experience Surveys 105

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

Customer Service 105

Customer Service Management 105

Amplifai Coaching Category

JUNE 15, 2023

Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

Call Center 75

Call Center Coaching 75

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. Finance understands this intuitively, so they are inclined to support budget requests that will help teams close more deals. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions.

Metrics 98

Metrics Finance Benchmark SaaS 98

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Banking 363

Banking Accountability Construction Personalization 363

Callminer

JUNE 2, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

Management 345

Management 345

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Customer Service 312

Customer Service Customer Experience Marketing 312

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

Technology 207

Technology Customer Service Contact Center Customer Support 207

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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

Contact Center

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.

Healthcare 165

Healthcare Customer Service Personalization Customer Experience 165

Upstream Works

JUNE 15, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Become Enterprise-Ready with AI appeared first on Upstream Works.

Enterprise 143

Enterprise Management 143

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.

Personalization 358

Personalization Marketing Customer Experience Management 358

AWS Machine Learning

JUNE 29, 2023

Fine-tuning large language models (LLMs) allows you to adjust open-source foundational models to achieve improved performance on your domain-specific tasks. In this post, we discuss the advantages of using Amazon SageMaker notebooks to fine-tune state-of-the-art open-source models. We utilize Hugging Face’s parameter-efficient fine-tuning (PEFT) library and quantization techniques through bitsandbytes to support interactive fine-tuning of extremely large models using a single notebook instance.

Metrics 130

Metrics Management Feedback 130

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Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

Contact Center

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

Customer Experience 230

Customer Experience Best practices Customer Service Technology 230

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape.

Customer Experience 114

Customer Experience Analytics Contact Center Technology 114

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.

B2C 134

B2C Customer Experience B2B Customer Support 134

Upstream Works

JUNE 1, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Management 141

Management 141

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

Personalization

LiveVox

JUNE 29, 2023

As an experienced customer care manager, you’ve encountered your fair share of customer care challenges, from frustrated customers to confusing customer journeys. With a strategic approach and the right tools in place, it’s possible to turn these challenges into opportunities for growth. In this article, we share 5 tricks that have helped customer care experts […] The post 5 Tricks to Overcome The Most Common (And Costly) Customer Care Challenges appeared first on LiveVox.

Customer Care 98

Customer Care Management Customer Experience 98

Cisco - Contact Center

JUNE 20, 2023

I remember the good old days, when, if you wanted training, you had to enroll in an instructor-led class, take time away from work, maybe even get on an airplane, and sit in a classroom for days on… Read more on Cisco Blogs

98

98

ShepHyken

JUNE 6, 2023

Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.

Customer Service 225

Customer Service Customer Experience Advertising Sales 225

Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a

Interactive Voice Response 90

Interactive Voice Response Abandon rate Self service Contact Center 90

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

Engineering

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Wait times 109

Wait times Customer Experience Personalization Sales 109

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight. Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform.

Chatbots 98

Chatbots Customer Experience Enterprise Government 98

LiveVox

JUNE 26, 2023

Adopting AI technology offers compelling reasons for BPO companies to enhance their operations and decision-making processes. By leveraging AI-powered tools, BPOs can delve into vast amounts of data, extract valuable insights, and uncover trends that drive operational improvements. The post How AI is Redefining the BPO Industry: Operational Insights, Efficiency Gains, & Actionable Tactics appeared first on LiveVox.

Technology 98

Technology 98