July, 2023

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When is the right time to outsource your customer support?

AnswerConnect

Have you ever considered outsourcing your customer support? In today’s fast-paced customer-first world, providing excellent customer service is crucial for the success of any organization. Customers expect quick and efficient. The post When is the right time to outsource your customer support? appeared first on AnswerConnect Blog.

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Will AI Make Us Dumb??

ShepHyken

I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process. We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this.

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A customer complaint is a gift.

Bill Quiseng

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.

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Guest Post: Boosting Customer Engagement: How Mobile Apps Can Transform Your Business

ShepHyken

This week, we feature an article by Manpreet Singh Chawla. He writes about how using mobile apps can enhance customer engagement. At the present time, Google Play and App Store both have over 4.4 million apps available, which are installed on over 6.6 million smartphones globally. It is estimated that one out of every five people around the world has a smartphone with internet services available in it.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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How Healthcare Contact Centers Can Adopt Voice Analytics Solutions (Without Violating Compliance)

MiaRec

While adopting a Voice Analytics solution can improve agent performances and business operations, contact centers in highly regulated industries such as healthcare must ensure that any solution they adopt adheres to strict compliance regulations, lest they want to pay severe fines.

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Creating choice in the contact centre

Connect

‘Optichannel’ as the next generation of omnichannel. Give your customers what they want with optichannel contact centre capabilities. Modern consumers are demand and discerning. They want choice. They want a seamless customer experience (CX). And, most importantly, they want to dictate their own path to fulfilment. Is your contact centre equipped to give them what they want?

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How to Prevent This Catastrophic Error So Many Are Making With AI

Beyond Philosophy

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

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CallMiner Product Innovation Series: July 2023

Callminer

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.

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The Role of Human Interaction in a Digital-First World with Tom Martin

ShepHyken

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. Understanding and predicting customer needs are key to effective customer engagement.

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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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Right-to-Repair and AI: Empowering Consumers and Supporting Companies

TechSee

Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment. Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-servi

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The Power of AI Technology and the Call Center Industry

Outsource Consultants

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.

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Redefining Contact Center Productivity for the Modern Associate

The Northridge Group

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams.

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In an Increasingly Competitive Market How Do We Differentiate Our Offering?

Beyond Philosophy

I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To be fair, one vitamin bottle caught my attention. In large text, it read “Chillax.” But I will get back to that in a minute.

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The 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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Five ways tech companies can use customer insights to drive business transformation

Callminer

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

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Why Employee Experience (EX) is the New Customer Experience (CX) with Philip Mandelbaum

ShepHyken

Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at leas

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On-Site vs Virtual Procurement: The Best Way to Find Your Contact Center Outsourcer

BlueOcean

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.

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Customer Perception: The Complete Guide

Fonolo

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business.

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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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Use Call Center KPIs to Turn Consumers into Promoters

The Northridge Group

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.

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Want to build a successful career? Follow these key insights

Beyond Philosophy

18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager.

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What is product experience (PX)? Examples, strategies & more

Callminer

Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.

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‘It’s Out of My Control’ Is a Bad Excuse

ShepHyken

Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study]

BlueOcean

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

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What does ChatGPT mean for the contact centre?

Eptica

Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

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CRN Recognizes Cisco Inclusive Channel Leaders in Inaugural Awards

Cisco - Contact Center

Today CRN announced the winners of their inaugural Inclusive Channel Leaders Awards to honor people who bring a particular focus on inclusivity to their channel leadership roles.

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Why Authentic Experiences are Vital to Business Growth & How to Create Them

Beyond Philosophy

Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. If you want to be authentic, then…be authentic.

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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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34 call center & QA professionals share tips for improving call center quality assurance

Callminer

Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.

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Top 5 Customer Service & CX Articles for the Week of July 31, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and enc

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Customer Satisfaction Survey: 13 Essential Questions [ With Templates & Examples]

Nicereply

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. And the easiest way to get customer feedback is by using customer satisfaction surveys.

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