CCNG
FEBRUARY 8, 2023
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.
Nicereply
FEBRUARY 8, 2023
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.
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Contact Center Pipeline
FEBRUARY 9, 2023
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.
Lumoa
FEBRUARY 7, 2023
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.
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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.
ClientSuccess
FEBRUARY 8, 2023
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 10, 2023
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
Contact Center Pipeline
FEBRUARY 7, 2023
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.
ShepHyken
FEBRUARY 7, 2023
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.
Callminer
FEBRUARY 5, 2023
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.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Myra Golden Media
FEBRUARY 10, 2023
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.
Contact Center Pipeline
FEBRUARY 10, 2023
“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.
ShepHyken
FEBRUARY 6, 2023
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.
Fonolo
FEBRUARY 7, 2023
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.
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.
Myra Golden Media
FEBRUARY 4, 2023
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.
Contact Center Pipeline
FEBRUARY 8, 2023
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.
CustomerServ
FEBRUARY 7, 2023
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
HelpCrunch
FEBRUARY 10, 2023
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.
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!
Creative Virtual
FEBRUARY 7, 2023
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.
kommunicate
FEBRUARY 9, 2023
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.
AWS Machine Learning
FEBRUARY 9, 2023
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
COPC
FEBRUARY 6, 2023
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.
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.
Helpware
FEBRUARY 9, 2023
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.
kommunicate
FEBRUARY 8, 2023
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.
AWS Machine Learning
FEBRUARY 7, 2023
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.
Comm100
FEBRUARY 6, 2023
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.
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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.
Nuance
FEBRUARY 8, 2023
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.
ConvergeOne
FEBRUARY 7, 2023
Part 1. Part 2 , Part 3 and Part 4 of this blog series detail the first four steps to effective Workforce Engagement Management.
LiveVox
FEBRUARY 10, 2023
In the digital age, when your system goes down, your business goes with it. The impact of service disruptions on your customers, employees, brand reputation, and bottom line can be staggering. The post Why Resilience Is Critical in the Modern Contact Center appeared first on LiveVox.
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