Expivia

AUGUST 1, 2024

The Evolution of Customer Service Outsourcing: What You Need to Know The landscape of customer service outsourcing has undergone a dramatic transformation in recent years. As we move further into the digital age, the way businesses interact with their customers has fundamentally changed, and with it, the role of call center outsourcing companies. Perhaps the most significant shift has been in the very nature of BPO companies themselves.

outsourcing 52

outsourcing Call Center Analytics Contact Center 52

Zappix

JULY 31, 2024

Contact centers have been at the forefront of customer interactions and support for decades. With the advent of Artificial Intelligence (AI), the landscape of customer service has undergone a significant transformation. However, the key to success lies in striking the right balance between cutting-edge AI technologies and the irreplaceable human touch.

Contact Center 52

Contact Center Technology Customer centricity Analytics 52

TCN

JULY 31, 2024

Contact centers are businesses that continue to grow, especially with evolving technology. It is imperative to stay ahead of the game to ensure your business remains at the forefront of industry trends and innovations. The efficiency and effectiveness of the contact center hinges on leveraging advanced analytics to drive informed decisions and strategic improvements.

Contact Center 52

Contact Center Analytics Technology 52

CCNG

JULY 31, 2024

The Ethical Imperative of AI Design As artificial intelligence continues its rapid advance, it’s crucial that we grapple with ethical implications. AI systems are being deployed to make increasingly high-stakes decisions that impact human lives in fields like healthcare, criminal justice, and hiring. And even in fields like customer experience and marketing, which are not considered high-stakes, AI use is exploding and if not designed and monitored, can have unintended negative results.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

VirtualPBX

AUGUST 1, 2024

As the world comes together to celebrate the Olympics, businesses have a unique opportunity to engage with customers in a way that captures the spirit of the games. With the global attention on this major event, leveraging text messaging for real-time Olympic promotions and customer engagement can be a powerful strategy. Here’s how businesses can make the most of this opportunity.

Advertising 59

Advertising Best practices Personalization Marketing 59

JustCall

JULY 31, 2024

Email has always been a preferred way of business communication. In fact, 72% of customers still prefer if brands communicate with them via email. But most companies still only use labels and filters to personalize and manage their emails. Worse, they share the passwords among team members or forward emails via bcc or cc. This soon translates into communication that lacks transparency, is redundant, or has sluggish handling time.

Customer Support 52

Customer Support Management Coaching Metrics 52

ShepHyken

JULY 30, 2024

Let’s play a game. We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Here are some Dark Side and Shep Side examples: Dark Side: Making customers wait for long, unreasonable lengths of time.

Customer Service 225

Customer Service Sales Customer Support Customer Experience 225

SQM Group

JULY 30, 2024

Understanding consumer behavior helps businesses create better products that meet the needs and preferences of their customers.

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Tethr

JULY 31, 2024

Discover essential tips to defend your business against churn risk using conversation intelligence in your contact center.

Contact Center 62

Contact Center 62

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Beyond Philosophy

AUGUST 2, 2024

Colin has a bone to pick. No, it’s not with cable providers this time. It’s with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers’ efforts, lack of collaboration, excessive use of jargon, and poor time management.

Education 221

Education Time management Customer Experience Personalization 221

ShepHyken

JULY 29, 2024

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 comments about each article and would like to hear what you think too. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Customer Service 206

Customer Service Chatbots Morale Self service 206

Callminer

AUGUST 1, 2024

Learn how healthcare providers increasingly rely on AI to improve patient experience, enhancing service quality, combating workforce shortages and meeting regulatory demands.

Healthcare 36

Healthcare 36

AWS Machine Learning

AUGUST 2, 2024

This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Company earnings calls are crucial events that provide transparency into a company’s financial health and prospects. Earnings reports detail a firm’s financials over a specific period, including revenue, net income, earnings per share, balance sheet, and cash flow statement.

Engineering 131

Engineering Scripts Metrics APIs 131

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Beyond Philosophy

AUGUST 1, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: On the podcast, we have been doing a Masterclass Series based on the principle that there is never one thing happening in a Customer Experience. Multiple things are happening, particularly from a behavioral science perspective.

Customer Experience 195

Customer Experience Advertising Sales Consulting 195

TechSee

JULY 30, 2024

Welcome to “Dear Megan,” an advice column where innovation meets humor, and customer experience is sprinkled with a dash of wit. I’m Megan Saucier , your friendly guide through the ever-evolving landscape of technology. As the Director of Strategic Accounts at TechSee, I’ve had the privilege of working with tech giants like AWS, and many others.

Benchmark 124

Benchmark Contact Center Accountability Analytics 124

ChurnZero

JULY 31, 2024

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

Chatbots 105

Chatbots B2B Education Consulting 105

AWS Machine Learning

JULY 30, 2024

Amazon Q Business is a fully managed, permission aware generative artificial intelligence (AI)-powered assistant built with enterprise grade security and privacy features. Amazon Q Business can be configured to answer questions, provide summaries, generate content, and securely complete tasks based on your enterprise data. The native data source connectors provided by Amazon Q Business can seamlessly integrate and index content from multiple repositories into a unified index.

APIs 129

APIs Enterprise Accountability Management 129

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Ambs Call Center

AUGUST 2, 2024

Are you a property owner or manager struggling to fill vacancies and connect with the right tenants? In today’s competitive property management industry, finding effective advertising strategies for property management companies can feel like an uphill battle, especially when everyone’s trying for attention online.

Advertising 101

Advertising Management Real estate 101

Totango

JULY 31, 2024

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Enterprise 101

Enterprise Sales SaaS Marketing 101

Cisco - Contact Center

AUGUST 2, 2024

Ace your Cisco CCNA or other cert exams with Cisco U. Learning Paths and practice tests. Get tips, avoid common traps, and prep for success.

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98

AWS Machine Learning

JULY 31, 2024

As generative artificial intelligence (AI) applications become more prevalent, maintaining responsible AI principles becomes essential. Without proper safeguards, large language models (LLMs) can potentially generate harmful, biased, or inappropriate content, posing risks to individuals and organizations. Applying guardrails helps mitigate these risks by enforcing policies and guidelines that align with ethical principles and legal requirements.

APIs 128

APIs Banking Best practices Engineering 128

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

Ambs Call Center

AUGUST 2, 2024

Discover how the buyout of your answering service could negatively impact your business operations and customer relationships with these 4 key effects.

Answering services 99

Answering services 99

NobelBiz

JULY 30, 2024

For contact centers having a reliable, efficient phone system is business-critical. Far too many businesses, however, are still using legacy systems that keep them from maximizing their potential. If any of the following factors are common for you, it may be time to think about an upgrade. Here is why you should upgrade your business phone system and how NobelBiz can help make the process easier.

voip 98

voip Interactive Voice Response Contact Center CRM 98

Bill Quiseng

JULY 31, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.

Customer Service 88

Customer Service Customer Experience 88

AWS Machine Learning

JULY 31, 2024

Amazon Web Services (AWS) is committed to supporting the development of cutting-edge generative artificial intelligence (AI) technologies by companies and organizations across the globe. As part of this commitment, AWS Japan announced the AWS LLM Development Support Program (LLM Program), through which we’ve had the privilege of working alongside some of Japan’s most innovative teams.

Benchmark 127

Benchmark Wireless Enterprise Chatbots 127

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

ConvergeOne

JULY 29, 2024

Dell APEX (Application Performance and Experience) solutions are designed to enhance the performance and user experience of critical applications. By combining hardware, software, and services, Dell APEX delivers a comprehensive and integrated solution that can reduce downtime, boost application performance, and ensure a high-quality user experience.

Management 81

Management 81

Cisco - Contact Center

JULY 31, 2024

Explore AI's impact on network engineering and the steps IT professionals can take to build the skills to support AI workloads.

Engineering 73

Engineering 73

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. The pace of transformation and continual shifting conditions in the business environment over the past few years have made us all feel like we’re on a roller coaster ride — and you can be sure there will be many more ups and downs and twists and turns ahead.

Sales 68

Sales Coaching Morale Surveys 68