ShepHyken

MARCH 6, 2023

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 313

Feedback Customer centricity Contact Center Surveys 313

CCNG

MARCH 8, 2023

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

Morale Contact Center CCNG Agent burnout 195

Calltools

MARCH 8, 2023

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.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Real Blue Sky

MARCH 6, 2023

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.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Advertisement

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.

Contact Center Pipeline

MARCH 9, 2023

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.

Sales 130

Sales Customer Service Management 130

SmartAction

MARCH 7, 2023

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.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

JustCall

MARCH 9, 2023

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.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

CSM Magazine

MARCH 9, 2023

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,

Customer Service 52

Customer Service CRM Surveys Customer Experience 52

Strategic Contact

MARCH 9, 2023

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.

Contact Center 62

Contact Center Benchmark Metrics Surveys 62

Advertisement

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

Surveys

ShepHyken

MARCH 8, 2023

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.

Marketing 296

Marketing Personalization Customer Service 296

Beyond Philosophy

MARCH 4, 2023

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 222

Education Personalization Customer Experience 222

TechSee

MARCH 7, 2023

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.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Callminer

MARCH 6, 2023

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

Best practices 182

Best practices 182

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

ShepHyken

MARCH 10, 2023

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.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

Lumoa

MARCH 9, 2023

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.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Contact Center Pipeline

MARCH 8, 2023

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.

Management 130

Management Technology 130

Callminer

MARCH 8, 2023

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.

Customer retention 182

Customer retention 182

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

Outsource Consultants

MARCH 9, 2023

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.

Morale 128

Morale outsourcing Call Center Entertainment 128

Nuance

MARCH 6, 2023

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.

Contact Center 122

Contact Center Technology 122

Contact Center Pipeline

MARCH 7, 2023

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.

Contact Center 130

Contact Center Sales 130

AWS Machine Learning

MARCH 10, 2023

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.

APIs 116

APIs Banking Accountability Analytics 116

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

kommunicate

MARCH 10, 2023

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 [.

Chatbots 98

Chatbots Customer Support Personalization Customer Experience 98

Lumoa

MARCH 9, 2023

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.

Feedback 83

Feedback Surveys voip Enterprise 83

ChurnZero

MARCH 10, 2023

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.

Scripts 98

Scripts Accountability Feedback Marketing 98

AWS Machine Learning

MARCH 8, 2023

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.

Scripts 109

Scripts Accountability Enterprise Management 109

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Cisco - Contact Center

MARCH 9, 2023

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.

Sales 98

Sales Education 98

Lumoa

MARCH 8, 2023

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.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

24-7 InTouch

MARCH 8, 2023

Our Director of Inclusion, Sustainability, and Community, Darlene Hunter, offers invaluable insight into the importance of diversity, equity, and inclusion (DEI) in the workplace. While this work is crucial to the everyday lives of all people, International Women’s Day offers a perfect opportunity to highlight what advancing and supporting women can do for individuals, businesses, and communities alike.

Metrics 98

Metrics Personalization 98