Sat.Jan 20, 2024 - Fri.Jan 26, 2024

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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!

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Six AI questions to ask to drive customer service success

Callminer

Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.

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Cybersecurity in 2024: 7 Ways to Train Your Call Center Agents

VirtualPBX

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.

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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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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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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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2024 Expectations: The forefront of the next generation of customer success

Totango

This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table.

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Revolutionizing Customer Service: The Power of Automation

TeamSupport

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.

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How Can I Implement Ongoing Training with My Agents?

TCN

Picture this: you’re coaching a basketball team, and they’re playing their state championship game. There. The post How Can I Implement Ongoing Training with My Agents? appeared first on TCN.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

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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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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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Future-Proofing Customer Service with Artificial Intelligence with Anuj Bhalla

ShepHyken

Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.

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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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Cisco U. Wins Silver at Prestigious Awards

Cisco - Contact Center

When Cisco U. was released for general availability last year, we quickly realized we had developed an experience that was built around the user. But more than that, Cisco U.

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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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How Applying Key Sports Principles Can Boost Your Customers’ Experience

Beyond Philosophy

You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.

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Top 5 Customer Service & CX Articles for Week of January 22, 2024

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 comments about each article and would like to hear what you think too. The Three Top Trends That Will Shape Customer Service and Support in 2024 by Fager – Keller – Quaglietta – Ross (MyCustomer.com) Gartner’s Brad Fager, Eric Keller, John Quaglietta, and Kathy Ross discuss the topics and issues that will define the next 12

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Build a vaccination verification solution using the Queries feature in Amazon Textract

AWS Machine Learning

Amazon Textract is a machine learning (ML) service that enables automatic extraction of text, handwriting, and data from scanned documents, surpassing traditional optical character recognition (OCR). It can identify, understand, and extract data from tables and forms with remarkable accuracy. Presently, several companies rely on manual extraction methods or basic OCR software, which is tedious and time-consuming, and requires manual configuration that needs updating when the form changes.

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Helping Press Ganey Accelerate Healthcare Outcomes

ConvergeOne

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience. C1 helped Press Ganey drive transformational change with a new digital analytics and reporting platform, cloud infrastructure, and a team of 130 engineers to manage it.

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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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Have you ever been inspired by a teacher?

Cisco - Contact Center

January 24 is the International Day of Education , celebrating what the United Nations describes as a “fundamental human right” and “the bedrock of societies, economies, and every person’s potenti… Read more on Cisco Blogs

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8 Tips for Creating a Sense of Achievement in the Call Center

SQM Group

Unlock the power of recognizing customer service agents' achievements to boost morale, enhance engagement, and create a positive work environment for a satisfied team.

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How to Enhance Your Local Brand Awareness

Joe Rawlinson

Building local brand awareness is just as important as creating a strong online identity. It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.

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How Testing & Training Conversational AI Can Reduce Channel Hopping

Cyara

The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.

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What Does it REALLY Mean to Put CX First?

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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Meet ENNA, the New Cisco Enterprise Network Assurance (ENNA) Specialist Certification

Cisco - Contact Center

Imagine having visibility into the internet—including cloud and service providers—and being able to measure the impact on your applications, services, and users.

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Are POTS Lines Going Away?

VirtualPBX

In the dynamic and ever-evolving landscape of communication technology, traditional methods frequently find themselves gradually supplanted by the emergence of newer, more advanced alternatives. Among these longstanding methods is the Plain Old Telephone Service (POTS) lines, which has served as a cornerstone in the realm of telecommunications for decades.

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Workforce Optimization: What It is and Why You Need It

Playvox

Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

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Data privacy in AI-powered contact centers

Tethr

Generative AI offers exciting opportunities for contact center leaders but also brings data privacy risks. Here's how we're addressing them.

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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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Using Data Connectors for a Consolidated View of Risk in Cisco Vulnerability Management   

Cisco - Contact Center

Protecting your organization against cyber threats is a top priority. It’s no secret that data breaches and security vulnerabilities can wreak havoc on businesses.

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2024 BPO Trends: Growth, Saturation, and a Look Ahead

Outsource Consultants

The global BPO industry underwent a major transformation in 2023, and 2024 promises to be just as dynamic. New players are emerging, prices are shifting, and traditional outsourcing hotspots are evolving. To stay ahead of the curve, it’s important to understand the key trends shaping the BPO landscape. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook.

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Balto Releases QA Copilot, Superhuman Levels of Accuracy and Consistency

Balto

Balto uses generative AI to revolutionize QA call scoring St. Louis – Balto, the first company to provide real-time guidance to contact centers, unveils the latest leap forward in QA automation for contact centers: Balto QA Copil ot. Joining a fleet of real-time guidance, coaching, and notetaking tools, Balto QA Copilot allows users to auto-score calls based on natural language criteria — without constraining limitations or templates.