Balto
JULY 27, 2023
Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. A few weeks ago, we talked with analyst and industry expert Blair Pleasant about the growth of artificial intelligence in contact centers.
CSM Magazine
JULY 26, 2023
Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you. That’s the verdict of Bristol-based RED Recruitment , which cites ‘flexible dress codes’ and a ‘great work/life balance’ as 2 of the top 8 reasons to work in a
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Outsource Consultants
JULY 25, 2023
As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate. A variety of AI technologies are being integrated into the call center industry, from Interactive Voice Response systems to chatbots and AI-assisted agents.
Brad Cleveland Blog
JULY 27, 2023
Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Cyara
JULY 27, 2023
Find out how Lucy's experience with an airline's chatbot left a lot to be desired, and how testing could have averted this disappointing experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 27, 2023
Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. If you want to be authentic, then…be authentic.
Cyara
JULY 25, 2023
Organizations that prioritize customer feedback as a key input to make their critical business decisions are the ones that will survive and thrive. Why?
Global Response
JULY 23, 2023
Customer service is more important than ever—all the data backs this up. Take, for example, recent surveys that show: 78% of customers say customer service is a factor in determining whether or not to shop with a given company 68% of customers will pay more for a product or service if the brand is known to offer great customer service Companies who prioritize exceptional customer service experiences tend to see revenues 4-8% higher than the market.
Callminer
JULY 26, 2023
Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.
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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.
ShepHyken
JULY 25, 2023
Empathy in Customer Service I’m sorry for the somewhat morbid title, but I wanted to catch your attention. Here is a short version of the story that sets up this week’s Shepard Letter. A friend shared that one of his in-laws passed away a few months ago. Afterward, the family tried several times to cancel a newspaper subscription, but the publisher’s customer service agent kept saying, “No.
CCNG
JULY 26, 2023
Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Future Change is Often Overlooked Beyond the normal due diligence of comparing vendors’ products to their requirements and doing a cost-benefit analysis, companies often overlook the issue of future change. This can potentially cause serious business or technical challenges down the road.
Beyond Philosophy
JULY 22, 2023
At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener’s request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers.
Callminer
JULY 24, 2023
Learn more about patient experience, and why it is a critical part of healthcare that allows providers to better understand how patients feel about their care.
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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.
ShepHyken
JULY 28, 2023
This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
SQM Group
JULY 27, 2023
Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.
MiaRec
JULY 28, 2023
When 55% of consumers walk away from a company after experiencing bad customer service, your contact center must always provide quality interactions and support. Using scorecards to grade your agents’ calls can ensure agents are consistently keeping customers happy.
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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.
ShepHyken
JULY 24, 2023
Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience.
TechSee
JULY 24, 2023
In the contact center world, hold time is often seen as a negative thing. Agents want to get customers off hold as quickly as possible, and customers want to be able to speak to an agent right away. However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly?
TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
AWS Machine Learning
JULY 26, 2023
Generative AI Foundations on AWS is a new technical deep dive course that gives you the conceptual fundamentals, practical advice, and hands-on guidance to pre-train, fine-tune, and deploy state-of-the-art foundation models on AWS and beyond. Developed by AWS generative AI worldwide foundations lead Emily Webber, this free hands-on course and the supporting GitHub source code launched via AWS Youtube.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. This analytics realm unlocks the potential for smarter decision-making, boosting both customer satisfaction and operational efficiency.
SQM Group
JULY 25, 2023
This blog will discuss some simple ways to make a difference in your call center without making any significant financial or time investments.
Comm100
JULY 27, 2023
Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.
AWS Machine Learning
JULY 26, 2023
Generative AI models have been experiencing rapid growth in recent months due to its impressive capabilities in creating realistic text, images, code, and audio. Among these models, Stable Diffusion models stand out for their unique strength in creating high-quality images based on text prompts. Stable Diffusion can generate a wide variety of high-quality images, including realistic portraits, landscapes, and even abstract art.
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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.
Cisco - Contact Center
JULY 28, 2023
Hello everyone, and welcome back to my little corner of the Internet. I always take inspiration from what I’m currently working on in my day job when putting together an idea for a post and/or video.
kommunicate
JULY 27, 2023
Last Updated on July 27, 2023 Google, Microsoft, OpenAI and Anthropic… 4 of the biggest names in the AI space. One alliance. The Frontier Model Forum. That’s right – the competitors have come together to create what Google is calling the Frontier Model Forum, in an announcement made yesterday. What is the forum about? Why [.] The post Frontier Model Forum – Hitting The Brakes On Building ‘Superintelligence’ appeared first on Kommunicate Blog.
ConvergeOne
JULY 25, 2023
“Prepare for the unknown by studying how others in the past have coped with the unforeseeable and the unpredictable.” – George S. Patton Let’s think about this saying and how it relates to the current change we are seeing in business-related technology. With every new addition into our ever-changing ecosystem, there have been ways to understand, add and protect business data that could be affected.
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