Callminer
AUGUST 27, 2023
An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.
ShepHyken
AUGUST 29, 2023
Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.
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AnswerConnect
AUGUST 29, 2023
From prompt replies to staying grateful, learn how to provide exceptional live chat customer service with these ten golden rules. The post Ten golden rules for live chat customer service appeared first on AnswerConnect Blog.
MiaRec
AUGUST 30, 2023
CX Today | MiaRec John Ortiz, MiaRec's Technology Sales Manager , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about: * Definitions for topic and sentiment analysis * Contact center use cases and and benefits of both * Implementing topic and sentiment analysis solutions During the interview Charlie and John explore the benefits and real-life applications of these analytics techniques, showcasing their potential to transform customer experiences and agent performance.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
NobelBiz
AUGUST 28, 2023
Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Balto
AUGUST 29, 2023
Call center compliance involves meeting certain regional and international requirements and guidelines related to security and collecting and storing sensitive customer data. Many legislative bodies across the world have imposed restrictions on how call centers interact with their customers and handle their data for the purpose of controlling fraud and maintaining data privacy and security.
Cyara
AUGUST 29, 2023
Any contact center that is committed to enhancing their customer experience (CX) and product or service offering relies on voice of the customer ( VoC ) feedback as an essential input to identifying challenges and subsequently prioritizing future improvements.
SQM Group
AUGUST 29, 2023
Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.
Nicereply
AUGUST 28, 2023
Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. These ‘unwanted guests’ often arrive unannounced and a lot of time without mercy… If these service complaints are not addressed correctly, they can leave a lasting stain on your brand’s reputation.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
ShepHyken
AUGUST 31, 2023
This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible.
Callminer
AUGUST 30, 2023
Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.
Beyond Philosophy
AUGUST 31, 2023
Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. Waiting is not ideal. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!
CCNG
AUGUST 30, 2023
Leaders are facing a myriad of challenges today. Burned-out employees, retention and recruitment challenges, higher benefit, DE&I, and social responsibility expectations, in addition to market and supply chain concerns. How can a resilience strategy help leaders anchor their organizations for sustainable success? In a recent CCNG Town Hall, Kathleen Gramzay shared several key points that mental health is interconnected with physical and emotional health, and focusing on resilience can impro
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 innovative automation to revolutionize outdated call review processes!
ShepHyken
AUGUST 28, 2023
Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships.
C3Centricity
AUGUST 31, 2023
Introduction: [Capture the reader’s attention by highlighting the significance of exceptional customer service in today’s competitive business landscape. Emphasize how going the […] The post Going the Extra Mile: Delivering Exceptional Customer Service first appeared on c3centricity.
Beyond Philosophy
AUGUST 26, 2023
It stinks to wait around for something as a customer. Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes.
AWS Machine Learning
AUGUST 30, 2023
Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. In a typical workflow, the radiologist supervises, reads, and interprets the images, and then concisely summarizes the key findings. The summarization (or impression ) is the most important part of the report because it helps clinicians and patients focus on the critical contents of the report that contain information for clinical decision-making.
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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
AUGUST 28, 2023
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. 5 Customer Experience Lessons You Can Learn From the Eras Tour by Brittany Hodak (Brittany Hodak) Beyond the spectacle of the show-stopping performances, the unique celebrations, and the staggering economic impact, the Eras Tour is a testament to Taylor’s fan-centric philos
C3Centricity
AUGUST 29, 2023
In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite […] The post Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy first appeared on c3centricity.
AnomalySquared
SEPTEMBER 1, 2023
In today's fast-paced business landscape, providing exceptional customer service is paramount to success. One crucial aspect of this is having an efficient and responsive answering service. While many companies consider maintaining an in-house team, outsourcing your answering service to a call center can offer a range of significant benefits. Let's delve into the advantages that outsourcing brings to the table.
AWS Machine Learning
SEPTEMBER 1, 2023
Nowadays, the majority of our customers is excited about large language models (LLMs) and thinking how generative AI could transform their business. However, bringing such solutions and models to the business-as-usual operations is not an easy task. In this post, we discuss how to operationalize generative AI applications using MLOps principles leading to foundation model operations (FMOps).
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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.
MiaRec
AUGUST 31, 2023
Are you considering purchasing MiaRec’s Conversation Intelligence platform but are wondering what happens once you sign the contract? You might have been burnt in the past by a bad onboarding experience and are asking yourself what you should expect in the next steps regarding technical implementation, onboarding, training, and support.
Cisco - Contact Center
SEPTEMBER 1, 2023
This blog was written by Annika Mammen, former User Experience Engineer at Cisco There are so many areas to consider when dealing with protecting and detecting threats, unfortunately cognitive… Read more on Cisco Blogs
ConvergeOne
AUGUST 29, 2023
One of the biggest challenges businesses face today is the aging infrastructure supporting the latest codes that allow organizations to take advantage of the latest feature set for today’s security concerns. This challenge can be addressed in a managed service today, as the burden falls on the MSP to keep the technology patched and up to date. Additionally, having the ability to migrate new platforms quickly and seamlessly for price performance optimization and evolving detection engines is an a
AWS Machine Learning
AUGUST 30, 2023
Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities.
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.
Tethr
AUGUST 30, 2023
Learn how AI-powered CSAT eliminates the need for post-call surveys while providing deeper insights into the customer experience.
Cisco - Contact Center
AUGUST 30, 2023
Across Europe, people are rethinking what they rely on the internet for: balancing classic demands for speed and reliability, with the growing needs of rising eco-consciousness, secure cloud… Read more on Cisco Blogs
kommunicate
AUGUST 30, 2023
Last Updated on August 30, 2023 We all know how chaotic product marketing can be. There is an ever-ending list of demands from sales teams that are time-sensitive. There are competitors to keep a tab on. Product marketing campaigns that must go out on time, like clockwork. People also pour over Tons of data to [.] The post Simplifying Product Prioritization Through RICE: A Practical Handbook For PMs appeared first on Kommunicate Blog.
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