Sat.May 27, 2023 - Fri.Jun 02, 2023

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Please Put Me Back On Hold!

ShepHyken

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

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How Generative AI Will Transform Contact Centers and Shape Your Career

Brad Cleveland Blog

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is … Continue reading → The post How Generative AI Will Transform Contact Centers and Shape Your Career appeared first on Brad Cleveland.

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3 call center statistics more important than call time – Tethr

Tethr

The way your company handles support has lasting impacts. Call center statistics matter, but finding out which ones hold weight is key.

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Contact Center Workforce Management Best Practices

Fonolo

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.

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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.

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THE PHONE CALL IS A POWERFUL, FORGOTTEN LEADERSHIP TOOL

CCNG

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Thirty minutes later, as we sat down to the dinner table, the phone rang. I got out of my chair and answered the phone. It was my boss. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing.

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Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers

ShepHyken

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

Analytics 156
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What is brand intelligence? Definition, tools & more

Callminer

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

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The Three Principles to Build Customer Loyalty

Bill Quiseng

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

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10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent

LiveVox

If you’re having trouble getting the right people for your contact center, you’re not alone. One solution many businesses have implemented: virtual customer service. For many businesses, hiring the right people to provide quality customer service might seem difficult. It can be challenging to find someone with the right experience and work ethic to represent […] The post 10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent appeared first on LiveVox.

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The Open CCaaS Advantage Report

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.

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It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

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CallMiner Product Innovation Series: June 2023

Callminer

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

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Medical Device Support: Next Level Patient Assistance

TechSee

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

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Top 5 Customer Service & CX Articles for the Week of May 29, 2023

ShepHyken

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. In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy.

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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!

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Context is king! Why too many organizations fail to understand this

Beyond Philosophy

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.

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Can Visual Appeal Boost the Customer Experience?

Steve DiGioia

We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls.

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Is Leadership Chronic Stress Poisoning Your Culture & Increasing Your Attrition?

CCNG

According to recent studies: 50.5 Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged. Cost - $7.8 Trillion, 11% global GDP (Gallup 2022 SoW Report) 56% of women senior leaders are stressed, with 46% of women senior leaders burnout, 40% are looking for a new role (Deloitte Woman at Work 2022) Toxic Culture is the #1 rated predictor of attrition (MIT Sloan Review Jan 2022) The question is why?

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Transactional VS Emotional Customer Loyalty with Mark Ross-Smith

ShepHyken

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

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Contact Center Dialers Demystified

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.

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During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

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How to measure customer effort: NPS, CES, CSAT, and more – Tethr

Tethr

Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.

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Can ChatGPT Be Used for Customer Service?

CSM Magazine

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

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Network Troubleshooting from the Cloud

Cisco - Contact Center

Part 3 of the four-part series – Cloud Monitoring for Cisco Catalyst Switches Welcome back to the third blog in our series about cloud monitoring for Cisco Catalyst 9000 switches.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Empower Your Business with Customer Journey Mapping

Real Blue Sky

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

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Key phrases and concepts driving a good customer experience - Tethr

Tethr

Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.

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Chatbots: Empowering Customer Service Amid Turbulent Times

TeamSupport

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.

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Get better security and business outcomes with Cisco Duo and Zero Trust, Cisco Secure

Cisco - Contact Center

Most of us access multiple applications and data every day in our personal lives: from online shopping, to making banking transactions, and accessing health services virtually.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty

C3Centricity

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.

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Post call surveys: Has the end finally come? – Tethr

Tethr

With the advent of machine learning, traditional post-call surveys are quickly becoming obsolete as a measurement of customer effort.

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CALL DESIGN BECOMES ALVARIA’S DIAMOND PARTNER, EXPANDING GLOBAL REACH

Call Design

FOR IMMEDIATE RELEASE SYDNEY, AUSTRALIA, 21 April 2023 – Call Design, a leading provider of workforce optimisation solutions, is pleased to announce its new status as Alvaria’s first and currently only GLOBAL Diamond Partner. This prestigious partnership signifies a significant milestone in Call Design’s ongoing commitment to delivering exceptional services and solutions to contact centres in Australia and the United States.