Sat.Mar 04, 2023 - Fri.Mar 10, 2023

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Using Customer Feedback to Drive Company Growth with Michelle MacCarthy

ShepHyken

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.

Feedback 314
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HOW TO PREVENT AGENT APATHY

CCNG

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. Despite the creativity of your approaches or the generosity of your rewards and incentives, you've likely come across a particular challenge: apathy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195
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5 Reasons You Should Use Cloud Calling in 2023

Calltools

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. With worldwide end-user spending on public cloud services to total $591.8 billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

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Should You Outsource Your Contact Center?

Real Blue Sky

There are many reasons to consider whether to outsource your contact center. Cost is only one of them. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

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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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Setting Up Your Reps for Success

Contact Center Pipeline

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.

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Conversational AI: Trends to Watch in 2023

SmartAction

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. What are the key drivers of this explosive growth in the CAI market? Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond.

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Types of Contact Centers: Discussed in Detailed

JustCall

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions. Through this blog, let’s understand the types of contact centers that exist to make business functions easy.

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In eCommerce, World Class Customer Service Is Not Optional

CSM Magazine

eCommerce has broken down barriers when it comes to consumerism and largely moved the vendor-buyer transaction to a faceless digital one. Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are three main arms to providing excellent customer service in the ecommerce sphere, and the most crucial of these is, undoubtedly, the speed and accuracy of delivery,

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State of the Credit Union Contact Centers

Strategic Contact

In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency. We’ve facilitated advisory group meetings and roundtables in which CU contact center leaders discuss significant accomplishments, challenges, and plans.

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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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Complaints and Problems Are Opportunities to Show How Good You Are

ShepHyken

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience.

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Discover True Value of an MBA: Just a Piece of Paper or a Must Have?

Beyond Philosophy

One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don’t have an MBA.

Education 221
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23 Inspiring Women to Watch in 2023

TechSee

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome. 1. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.

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Buyer's guide: How to choose the best NLP software

Callminer

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.

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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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Guest Post: Top Tips for Companies Providing Remote Customer Service

ShepHyken

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

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Cloud+Remote=Profits

Contact Center Pipeline

The COVID-19 pandemic’s disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more effective and efficient, helping them optimize profits under unpredictable economic conditions.

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How to use the customer retention rate formula

Callminer

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

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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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4 Ways to Maintain Agent Morale While Returning to the Office

Outsource Consultants

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations. As a result, many call centers were forced to make short-term adaptations to their employees’ working processes in a blink of an eye.

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Nuance is revolutionizing the contact center with GPT technology

Nuance

The global public attention that greeted the launch of ChatGPT has highlighted that we’re at a pivotal moment in the development of AI. As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. We’re delighted to introduce conversation [.] The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.

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Safely Continuing Customer Contact

Contact Center Pipeline

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at all. Hence the need for a sound business continuity strategy.

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Real-time fraud detection using AWS serverless and machine learning services

AWS Machine Learning

Online fraud has a widespread impact on businesses and requires an effective end-to-end strategy to detect and prevent new account fraud and account takeovers, and stop suspicious payment transactions. Detecting fraud closer to the time of fraud occurrence is key to the success of a fraud detection and prevention system. The system should be able to detect fraud as effectively as possible also alert the end-user as quickly as possible.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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Why Your Chatbot Needs a CMS Integration To Enhance Business Operations

kommunicate

Last Updated on March 11, 2023 Chatbots have become an integral part of modern businesses, providing efficient and personalized customer support. This includes providing quick answers to customer inquiries, and delivering personalized recommendations based on customer preferences. However, to truly enhance the capabilities of your chatbot and provide a seamless customer experience, it is essential [.

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Creating an Action Plan For Your Customer Feedback Strategy

Lumoa

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.

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Five tips on AI prompt writing (with real world Customer Success examples)

ChurnZero

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results.

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Use Snowflake as a data source to train ML models with Amazon SageMaker

AWS Machine Learning

Amazon SageMaker is a fully managed machine learning (ML) service. With SageMaker, data scientists and developers can quickly and easily build and train ML models, and then directly deploy them into a production-ready hosted environment. Sagemaker provides an integrated Jupyter authoring notebook instance for easy access to your data sources for exploration and analysis, so you don’t have to manage servers.

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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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Celebrate Pi Day With Cisco Learning (We’re Saving You a Slice)

Cisco - Contact Center

Behind the scenes at Cisco, Pi Day is something we plan out weeks—even months—in advance. This year, we’re bringing back our Pi Day sale on learning products at the Cisco Learning Network Store.

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5 Reasons To Offer Multiple Messaging Channels

TeamSupport

In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.

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What Telcos Can Learn About CX From Other Industries (And The Other Way Around)

Lumoa

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.