January, 2024

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13 Reasons Why Contact Center Agent Success Matters to Your Customer Experience

SharpenCX

Successful agents set customers up to be successful, themselves. We're talking through 13 reasons why agent success matters to your customers.Find out why the success of your contact center agent is important to delivering a positive customer experience.

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Contact Centre Buyer’s Guide 2024

Connect

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. While immediate benefits come from incremental advances like automation and digital channels , sustained innovation demands more.

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Contact Center AI Maturity Model

MiaRec

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. According to Gartner , the "global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024." Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the re

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality

ShepHyken

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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Unlocking Customer Insights Mastering the Art of Effective Customer Research

Beyond Philosophy

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

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Help phone customers faster with visual communication

Toister Performance Solutions

Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.

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A Simple Fix to Stop Wasting Customers’ Time

ShepHyken

Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!

Banking 217
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EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

CCNG

Saying the workplace is evolving quickly and in a way that the world has never experienced before is an understatement. Companies are redesigning the workplace as both remote and hybrid work are being cultivated. Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” These generational workers help customers within up to five channels: email, chat, text, phone, and social medial.

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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Architect defense-in-depth security for generative AI applications using the OWASP Top 10 for LLMs

AWS Machine Learning

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Examples of applications include conversational search, customer support agent assistance , customer support analytics , self-service virtual assistants, chatbots , rich media generation , content moderation , coding companions to accelerate secure, high-performance software development , deeper insights from multim

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Unlocking Success in 2024 With These 6 Essential Learnings From 2023

Beyond Philosophy

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona

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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

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Why the Marketing Budget Should Include Customer Service Training

ShepHyken

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

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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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11 Best WordPress Live Chat Plugins to Use in 2024

HelpCrunch

When you’re building a website, adding some catchy content might not be enough. Think about the most important asset your business has: customers. Every time they land on your website, they’ll have questions to ask. [ … ] The post 11 Best WordPress Live Chat Plugins to Use in 2024 appeared first on The HelpCrunch blog.

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New year, new CS: 2023 recap and what’s to come in 2024

Totango

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.

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Modernizing data science lifecycle management with AWS and Wipro

AWS Machine Learning

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

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What Sport Teaches Us About How to Improve Your Customers’ Experience

Beyond Philosophy

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

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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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Momentum Acquires Horizon Telecom, a Leading International Managed Voice and Network Provider

Momentum Telecom

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.

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Improving Customer Experience from the Backroom to the Frontlines

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?

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The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

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Unlock growth potential with Totango revenue intelligence integrations

Totango

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Inference Llama 2 models with real-time response streaming using Amazon SageMaker

AWS Machine Learning

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Foundation models (FMs) are often pre-trained on vast corpora of data with parameters ranging in scale of millions to billions and beyond. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.

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How To Find The Right Balance Between Fraud And The Customers Experience

Beyond Philosophy

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th

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Customer Complaints: A Guide to Resolving 8 Regular Issues

Nicereply

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? That’s a remarkable ripple effect that no company can afford to ignore. Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering b

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Top Customer Service and CX Predictions and Trends for 2024

ShepHyken

Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them.

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Contact Center Dialers Demystified

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.

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Achieving Operational Simplicity with a Network Platform Approach

Cisco - Contact Center

For today’s IT teams, managing distributed users, devices, applications, and workloads is not an easy task—especially when these disparate elements often connect across multiple infrastructures, as we… Read more on Cisco Blogs

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Expert tips to unlock business growth with customer success operations

Totango

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

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Host the Whisper Model on Amazon SageMaker: exploring inference options

AWS Machine Learning

OpenAI Whisper is an advanced automatic speech recognition (ASR) model with an MIT license. ASR technology finds utility in transcription services, voice assistants, and enhancing accessibility for individuals with hearing impairments. This state-of-the-art model is trained on a vast and diverse dataset of multilingual and multitask supervised data collected from the web.

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