Tethr

AUGUST 22, 2023

Learn how Tethr's conversation intelligence platform can drive call center cost reduction by uncovering cost-saving insights in customer interactions.

Call Center 93

Call Center 93

AnswerConnect

AUGUST 29, 2023

From prompt replies to staying grateful, learn how to provide exceptional live chat customer service with these ten golden rules. The post Ten golden rules for live chat customer service appeared first on AnswerConnect Blog.

Customer Service 90

Customer Service 90

Calltools

AUGUST 9, 2023

Generating, cultivating, and managing leads are crucial to every contact center’s success. As such, it’s vital that business owners and call center managers carefully consider their lead management strategy and its effectiveness. Your contact center can benefit from increased conversions and customer retention with a strong lead management strategy.

Management 96

Management Contact Center Customer retention Sales 96

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. While both models promise similar features, their underlying infrastructure and advantages diverge significantly. In this article, we delve into the intricacies of multi-tenant and single-tenant contact centers, shedding light on the key differentiators that can inform your decision and elevate your contact center operation

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Contact Center Government Healthcare Analytics 98

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

ShepHyken

AUGUST 16, 2023

The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service Best practices Management 116

C3Centricity

AUGUST 31, 2023

Introduction: [Capture the reader’s attention by highlighting the significance of exceptional customer service in today’s competitive business landscape. Emphasize how going the […] The post Going the Extra Mile: Delivering Exceptional Customer Service first appeared on c3centricity.

Customer Service 90

Customer Service 90

Callminer

AUGUST 4, 2023

CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Bill Quiseng

AUGUST 2, 2023

English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!

Customer Service 146

Customer Service Customer Experience 146

ShepHyken

AUGUST 29, 2023

Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.

Sales 307

Sales Customer Service Customer Support Customer Experience 307

TechSee

AUGUST 17, 2023

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.

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Cyara

AUGUST 10, 2023

Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes, 78% of adults in the United States now prefer banking via a website or mobile application. The pandemic and the increasing tech-savviness of modern bankers may likely have accelerated this trend.

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Chatbots Banking 128

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

Transparent BPO

AUGUST 23, 2023

Transparent BPO Wins Bronze Under Learning and Development Awards. The 2023 Brandon Hall Group HCM Excellence Awards™ recognizes best practices for initiatives in Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Human Resources, Sales Performance, Diversity, Equity & Inclusion, and the Future of Work. Transparent BPO, a leader in innovative BPO Solutions, is thrilled […] The post Transparent BPO Awarded Bronze in Brandon Hall Group’s 31st Annual

Best practices 118

Best practices Sales Management outsourcing 118

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers.

Customer Experience 294

Customer Experience Customer Service Management 294

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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.

TechSee

AUGUST 10, 2023

TechSee, Brings AI Visual Service Automation to AWS Omnichannel Customer Experience New York, NY, August 10, 2023 — TechSee, a global leader in Visual Service Automation, has announced today it is working with Amazon Web Services (AWS) to support Amazon Connect, an easy-to-use omnichannel cloud contact center that provides superior customer service at a lower cost through the integration of TechSee’s artificial intelligence and augmented reality platform.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

AWS Machine Learning

AUGUST 30, 2023

Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. In a typical workflow, the radiologist supervises, reads, and interprets the images, and then concisely summarizes the key findings. The summarization (or impression ) is the most important part of the report because it helps clinicians and patients focus on the critical contents of the report that contain information for clinical decision-making.

Healthcare 114

Healthcare APIs Metrics Scripts 114

Help Scout

AUGUST 22, 2023

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

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Callminer

AUGUST 30, 2023

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.

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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

Transparent BPO

AUGUST 15, 2023

Transparent BPO Recognized on 2023 Inc. 5000 List of America’s Fastest-Growing Private Companies Rockville, MD, August 15, 2023 – Today, Inc. revealed that Transparent BPO is #3127 on its annual Inc. 5000 list, the most prestigious ranking of the fastest-growing private companies in America. The list represents a one-of-a-kind look at the most successful companies […] The post Transparent BPO’s Ninth Inclusion on Annual List of America’s Fastest-Growing Private Companies and Eighth C

outsourcing 118

outsourcing Customer Service Customer Experience 118

ShepHyken

AUGUST 1, 2023

We have the privilege and honor of working with some amazing clients. One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Customer Service 294

Customer Service Management Customer Experience 294

Toister Performance Solutions

AUGUST 10, 2023

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.

Customer Service 96

Customer Service Scripts Personalization Feedback 96

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities.

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Self service APIs Transportation Contact Center 105

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

Cisco - Contact Center

AUGUST 25, 2023

At Cisco Live 2023 , Cisco announced Cisco Secure Access ; a cloud-delivered Security Service Edge (SSE) product that provides comprehensive security capabilities converged in one solution, providing … Read more on Cisco Blogs

Management 98

Management 98

Momentum Telecom

AUGUST 22, 2023

Acquisition Expands Reach of Momentum’s Managed Network Offering ATLANTA – August 22, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has completed its transaction to acquire Asset Black , a Savannah, Ga.-based managed network provider. “Today, Momentum and Asset Black unite, merging our strengths and teams into a powerful force for innovation and success,” said Todd Zittrouer, CEO at Momentum.

Customer centricity 98

Customer centricity Sales Management 98

NobelBiz

AUGUST 22, 2023

Understanding the Basics: What is VOIP? Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

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voip Telecommunications Contact Center Contact center software 98