Callminer

MAY 23, 2023

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

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CCNG

MAY 24, 2023

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. A bit of a hyperbole but it’s a great starting point for a very timely conversation. Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.

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COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.

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Contact Center Employee engagement Coaching Benchmark 88

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you.

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Journey mapping Personalization Customer Experience 195

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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.

ShepHyken

MAY 24, 2023

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

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Customer Service Personalization Customer Experience 325

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

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Contact Center Personalization Analytics Chatbots 106

Bill Quiseng

MAY 24, 2023

A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.

Customer Service 113

Customer Service Education Customer Care 113

Tethr

MAY 24, 2023

These four strategies are the keys to building customer loyalty for any type of business here in the digital age. Read more.

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Global Response

MAY 22, 2023

Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable are their voices to your business?

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Feedback outsourcing Customer centricity Surveys 62

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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

Surveys

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.

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ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.

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Gamification Customer Experience Customer centricity Personalization 156

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

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Customer Experience Chief Customer Officer Enterprise Accountability 118

VirtualPBX

MAY 24, 2023

In today’s digital age, businesses are constantly striving to provide the best customer experience while ensuring compliance with regulatory requirements. One essential aspect of customer satisfaction and compliance is offering a simple and efficient method for customers to opt out of receiving further communications. The “Text STOP to Opt-Out” method is not a choice but a necessity to fulfill TCPA requirements.

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Customer centricity Marketing Management Customer Experience 98

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.

Customer Experience

ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.

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Upselling Metrics Surveys Accountability 97

ShepHyken

MAY 22, 2023

Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

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Customer Service Self service Customer centricity Contact Center 156

Method:CRM

MAY 23, 2023

Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.

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Personalization Revenue potential Engineering Sales 97

AWS Machine Learning

MAY 23, 2023

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.

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APIs Accountability Construction Management 95

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!

Feedback

Cisco - Contact Center

MAY 26, 2023

It’s evident from the amount of news coverage, articles, blogs, and water cooler stories that artificial intelligence (AI) and machine learning (ML) are changing our society in fundamental ways—and th… Read more on Cisco Blogs

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Tethr

MAY 24, 2023

In today’s episode, we're gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision.

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B2C Sales 94

Connect

MAY 22, 2023

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres. Understand the specific capabilities you need to create value for your employees, customers and business. Grounded in research this guide outlines these specific capabilities; technology that will enable enhanced employee experience, the advancement of innovation in automated business processes, sophisticated ana

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Contact Center Analytics Technology Cloud contact 91

AWS Machine Learning

MAY 22, 2023

Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.

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APIs Scripts Metrics Accountability 93

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.

Contact Center

Cisco - Contact Center

MAY 24, 2023

Cloud computing has become wildly popular among IT organizations for a number of reasons, including its ability to enhance efficiency, security, agility, and cost-effectiveness.

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Toister Performance Solutions

MAY 25, 2023

If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.

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Best practices Contact Center Customer Service 84

MiaRec

MAY 23, 2023

Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.

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Contact Center 87

Avoxi

MAY 26, 2023

Discover the key differences between inbound and outbound call centers in this guide.

Call Center 118

Call Center Contact Center 118

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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.

Self service

Cisco - Contact Center

MAY 24, 2023

In the past, I have held many discussions on the critical value of the SAP application for businesses. Gartner estimates that 77% of all worldwide business transactions touch an SAP system.

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SQM Group

MAY 25, 2023

Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident they become.

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Coaching 87

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding. This latest funding round brings the current strategic growth capital amount to an impressive $38 million , signifying a major milestone for the company.

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Real estate Virtual Agent B2B Contact Center 82