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

article thumbnail

Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

CCNG

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. One hundred and twenty days later they had a perfect switchover with no negative customer impact.

article thumbnail

6 Ways to Make Your Customers Happy Over the Phone

Nicereply

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster. Many of these phone calls aren’t particularly pleasant to start out with.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Continuity Starts with the Carrier

Contact Center Pipeline

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to obtain voice, emergency, and messaging services, rather than the strategic launching point for your contact center.

article thumbnail

What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.

article thumbnail

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.

article thumbnail

The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)

ClientSuccess

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.

Metrics 75

More Trending

article thumbnail

How Gen Z Employees Can Help Improve Customer Service

CSM Magazine

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company. Who Exactly is Gen Z? Pew Research Center considers people born between 1981 and 1996 (ages 23 to 38 in 2019) as Millennials, and those born from 1997 onward as part of the Gen Z gener

article thumbnail

Why Customers Must Be Allowed to Speak to Your Company

Contact Center Pipeline

One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.

article thumbnail

Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

Morale 309
article thumbnail

Four need-to-know CX trends for financial services firms in 2023

Callminer

Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences.

Feedback 182
article thumbnail

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 automation to revolutionize outdated call review processes!

article thumbnail

5 Ways to Get Your AHT (Average Handle Time) Down Fast

Myra Golden Media

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.

article thumbnail

The Best Defense is a Good Offense

Contact Center Pipeline

“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer “The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war.

Morale 130
article thumbnail

Amazing Business Radio: Scot Pickerill

ShepHyken

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.

Feedback 303
article thumbnail

ChatGPT in Service: Practical Innovation or Hype?

TechSee

The technology industry is abuzz with the latest breakthroughs in artificial intelligence. Primarily due to OpenAI’s heralded debut and innovative approach to packaging, they are making their latest technology easily accessible to the masses. For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI.

Chatbots 124
article thumbnail

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.

article thumbnail

5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.

article thumbnail

How to Create Real-World Loyalty

Contact Center Pipeline

As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors.

article thumbnail

Hawaii State FCU Improves Customer Service with Voice Call-Backs 

Fonolo

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.

article thumbnail

Impact Sourcing Requires Impact Performance

CustomerServ

What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. In many developing countries, job seekers significantly outnumber formal job opportunities. Therefore, socially oriented outsourcing strategies aim to make a positive economic impact on disadvantaged and marginalized sectors of the population, in add

article thumbnail

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.

article thumbnail

Chatbot Best Practices: How to Build a Successful Chatbot in 2023

HelpCrunch

It seems that only yesterday chatbots were something new and unusual and today they are everywhere. In fact, 80% of people have interacted with a chatbot on a certain occasion, and that is something to [ … ] The post Chatbot Best Practices: How to Build a Successful Chatbot in 2023 appeared first on HelpCrunch blog.

article thumbnail

A More Personal Personalized CX

Creative Virtual

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. This is particularly true after the upheaval and uncertainty the world has experienced over the past few years.

article thumbnail

Here’s What’s New From February 2023 || Kommunicate Product Updates

kommunicate

Last Updated on February 9, 2023 New year, and new beginnings. We added some exciting features to our product in the month of January, and here is a quick update. Bots page gets an overhaul: Our “Bots” page got a revamp to give our users more clarity on how effective the bot has been after [.] The post Here’s What’s New From February 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.

article thumbnail

Detect signatures on documents or images using the signatures feature in Amazon Textract

AWS Machine Learning

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. AnalyzeDocument Signatures is a feature within Amazon Textract that offers the ability to automatically detect signatures on any document. This can reduce the need for human review, custom code, or ML experience. In this post, we discuss the benefits of the AnalyzeDocument Signatures feature and how the AnalyzeDocument Signatures API helps detect signatures in do

APIs 84
article thumbnail

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

article thumbnail

Best in KLAS recognition for Nuance Dragon Medical One, CAPD, and PowerShare

Nuance

All our healthcare work is directed at a single goal: providing the world’s clinicians with the tools and support they need to thrive in their roles and deliver the high standard of care patients deserve. That’s why we’re honored to have our solutions ranked #1 by healthcare leaders in KLAS Research’s 2023 Best in KLAS [.] The post Best in KLAS recognition for Nuance Dragon Medical One, CAPD, and PowerShare appeared first on What’s next.

article thumbnail

Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023

Comm100

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

article thumbnail

5 Common Pain Points of Digital Patient Engagement in Hospitals

kommunicate

Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84 to 52.7 million in 2020, and 37% of people used telemedicine in 2021. What do these numbers mean for the future of healthcare? The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog.

article thumbnail

Amazon SageMaker Automatic Model Tuning now supports three new completion criteria for hyperparameter optimization

AWS Machine Learning

Amazon SageMaker has announced the support of three new completion criteria for Amazon SageMaker automatic model tuning , providing you with an additional set of levers to control the stopping criteria of the tuning job when finding the best hyperparameter configuration for your model. In this post, we discuss these new completion criteria, when to use them, and some of the benefits they bring.

Metrics 84
article thumbnail

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!

article thumbnail

Stats that Show the Value of Live Chat

Helpware

Live chat has taken off as one of the most critical customer service communications channels. The latest stats suggest that every company should offer live chat as part of their service mix. Beyond the numbers, live chat also provides proven advantages that streamline customer service operations while improving customer satisfaction.

article thumbnail

Benefits of a Balanced Scorecard for Performance Management 

COPC

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives. A balanced scorecard is ultimately a shorthand name for a particular performance management tool.

article thumbnail

Celebrating #1 Best in KLAS for image exchange: Innovative ways patients and providers are sharing without boundaries

Nuance

We all understand the value of being connected to a proven, high-value network. If we’re tempted to switch to a smaller mobile provider—and who doesn’t want a discount on the latest iPhone?—we’ll be sure to check their coverage and service quality in our local area. The same is true of an imaging network that enables [.] The post Celebrating #1 Best in KLAS for image exchange: Innovative ways patients and providers are sharing without boundaries appeared first on What’s next.