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

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The Customer Hierarchy of Needs

ShepHyken

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

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18 Negative Feedback Examples (+ Guide on How to Give It Right)

Nicereply

Delivering negative feedback shouldn’t dismantle—it should empower. Our guide and examples transform criticism into a tool for growth and collaboration. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team.

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Tips to Improve Your Outbound Call Answer Rate

Avoxi

Improve your outbound answer rate? Use these tips to ensure agents are getting connected to the local community in your newly expanded markets. The post Tips to Improve Your Outbound Call Answer Rate appeared first on AVOXI.

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Large Language Models for Customer Service Agents: Intelligent Real-Time Guidance

LiveVox

Large language models are an exciting, if mystifying and maybe even a little daunting, advancement in machine learning and natural language processing. These sophisticated models are transforming industries and paving the way for more efficient, effective, and personalized customer experiences. In this article, we will dive deep into the concept of large language models and […] The post Large Language Models for Customer Service Agents: Intelligent Real-Time Guidance appeared first on Liv

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Intelligent Automation in Call Centers: A Paradigm Shift in Customer Service Excellence

NobelBiz

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. In this article, we delve deep into the extraordinary ways intelligent automation is revolutionizing call centers and explore how NobelBiz’s cutting-edge sol

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Are Your Customers Happy Or Not?

ShepHyken

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

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The Future of Customer Engagement: Trends to Watch

CSM Magazine

The success of any business revolves around its customers. The more active your customers are, the more successful your business becomes. However, customers stick with you only if their experience with your brand is up to their expectations or beyond. But the fact is, building such a hooky experience does not come from doing big things but from rectifying small mistakes that might interfere with a positive customer experience.

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Use generative AI to increase agent productivity through automated call summarization

AWS Machine Learning

Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call. Call summarization is a valuable tool that helps contact centers understand and gain insights from customer calls.

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What Is The Reality Of The Customer Service AI Revolution?

CCNG

Although artificial intelligence (AI) has been explored for many decades it was the recent release of ChatGPT by OpenAI that really caught the public imagination. Finally, most people could see and easily experiment with AI in a way that had not been possible before. The famous computer scientist Alan Turing asked ‘can machines think?’ back in 1950.

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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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Discover the 14 game-changing opportunities and risks awaiting you in 2024

Beyond Philosophy

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characterizes with as a glass-half-full disposition.

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Top 5 Customer Service & CX Articles for Week of November 6, 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. How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer l

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Whirlpool and TechSee Win Silver in the UK Customer Experience Awards 2023

TechSee

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

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Sentiment arc: a better alternative to customer surveys

Toister Performance Solutions

A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. A host of problems hurt that mission. Response rates are too low Survey scores are notoriously inflated Reps get blamed for factors outside of their control A new metric called the sentiment arc can solve those problems and eliminate annoying surveys.

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The Open CCaaS Advantage Report

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.

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What Franchises Want in a Phone System: Takeaways from the Authority Brands Convention

FluentStream

What Franchises Want in a Phone System: Takeaways from the Authority Brands ConventionEffective communication is vital for small and medium-sized companies looking to create frictionless customer experiences and win repeat business in today's fast-paced business landscape. It's particularly important for. Read More The post What Franchises Want in a Phone System: Takeaways from the Authority Brands Convention appeared first on FluentStream.

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Guest Post: What it Takes to Be an Effective Customer Service Manager

ShepHyken

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills.

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6th Annual Partner Innovation Challenge: Remarkable Growth, Outstanding Winners

Cisco - Contact Center

Cisco Partner Summit 2023 marks a significant moment—and the ideal stage for us to proudly unveil the victors of Cisco’s sixth annual global Partner Innovation Challenge.

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Customer Success Hot Takes! — Setting your customer success team up to drive next-level results

Totango

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!

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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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This is our time for a CX Revolution! Part Two.

Bill Quiseng

For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

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Enhancing the Spa Experience: Improving Customer Service with Call Centers

AnomalySquared

Spas are synonymous with relaxation, luxury, and exceptional service. To maintain and exceed guest expectations in the highly competitive hospitality industry, these establishments must embrace modern technologies and customer service strategies. One such strategy is partnering with a call center services provider, which can significantly enhance the guest experience and streamline operations.

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Unlocking New Opportunities: Cisco Capital’s Next Wave of Partner Innovations

Cisco - Contact Center

Today, we’re thrilled to present several game-changing initiatives geared towards driving greater partner profitability, enhancing your customer engagement, and fortifying our shared commitment to… Read more on Cisco Blogs

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The power of generative AI in healthcare: Unmasking 5 key factors beyond the hype

Nuance

… The power of generative AI in healthcare: Unmasking 5 key factors beyond the hype Read More » The post The power of generative AI in healthcare: Unmasking 5 key factors beyond the hype appeared first on What’s Next blog.

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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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Drive product data visibility and adoption with Pendo and Mixpanel integrations

Totango

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

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Promote pipelines in a multi-environment setup using Amazon SageMaker Model Registry, HashiCorp Terraform, GitHub, and Jenkins CI/CD

AWS Machine Learning

Building out a machine learning operations (MLOps) platform in the rapidly evolving landscape of artificial intelligence (AI) and machine learning (ML) for organizations is essential for seamlessly bridging the gap between data science experimentation and deployment while meeting the requirements around model performance, security, and compliance. In order to fulfill regulatory and compliance requirements, the key requirements when designing such a platform are: Address data drift Monitor model

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OT remote access: can you trust your technician’s laptop?

Cisco - Contact Center

Zero Trust Network Access (ZTNA) is a secure remote access service that verifies remote users and grants access only to specific resources at specific times based on identity and context policies.

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Reducing Cyber Risk with Attack Surface Management: A Bold Approach

ConvergeOne

By understanding what constitutes an attack surface; effectively identifying, managing, and mitigating vulnerabilities; and selecting the right ASM technology solutions , businesses can fortify their defenses and secure their digital assets.

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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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Human-Centered Design Is the Heart of Intelligent Virtual Agents

SmartAction

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu options that provide no answers, just more questions.

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Customize Amazon Textract with business-specific documents using Custom Queries

AWS Machine Learning

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language. Custom Queries provides a way for you to customize the Queries feature for your business-specific, non-standard documents such as auto lending contracts, checks, and pay statements, in a self-service way.

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The Evolution of Oil & Gas Industry

Cisco - Contact Center

The Oil & Gas industry has changed a lot. From Upstream through to Downstream, advancements in technology have made operations safer and more productive.