NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 52

CSM Magazine

MAY 29, 2024

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic an

outsourcing 52

outsourcing Technology Analytics Customer Experience 52

Calltools

MAY 29, 2024

Leaving a voicemail is often a waste of time for sales agents—who would rather connect with leads over the phone and move them through their sales funnels. When used with a predictive dialer , Answering Machine Detection (AMD) might solve this issue. It determines whether a human being or an answering machine picks up a call from your team members. By filtering out voicemails, agents can spend more time on calls answered by humans, improving productivity in your contact center.

Telemarketing 52

Telemarketing Call flow Best practices Contact Center 52

ShepHyken

MAY 28, 2024

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

Customer Service 220

Customer Service Marketing Customer Experience 220

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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.

Contact Center

CSM Magazine

MAY 27, 2024

Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? So much so, that 80% of consumers believe that color increases brand perception during the customer experience. In this article, we’ll delve into the science of color psychology and examine how it can be leveraged to enhance customer service.

Customer Service 52

Customer Service Customer Experience Marketing Management 52

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

Sales 195

Sales Personalization Customer Experience 195

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly. This article explores the significant role that advanced analytics play in improving the quality of customer service, detailing how it enables personalized interactions, optimizes operational effici

Analytics 52

Analytics Customer Experience Contact Center Big data 52

TechSee

MAY 30, 2024

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

Customer Service 124

Customer Service Technology Customer Experience 124

TeamSupport

MAY 29, 2024

In the fall of 2020, POMS Corp., a leader in the manufacturing industry, decided that enough was enough. For years, the POMS support team had battled a ticketing system that seemed to create more problems than it solved. Support requests were frequently buried and lost, only to resurface too late. Some tickets were even left unanswered, leading to unsatisfied customers and frustrated team members.

Customer Support 40

Customer Support Benchmark Customer centricity Metrics 40

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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.

Customer Experience

Beyond Philosophy

MAY 31, 2024

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Technology 222

Technology Management Marketing Customer Experience 222

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. …And that’s if you even know where to start! Dan Smitley put together his essential guide to WFM features – separating the core features from the nice-to-haves – to help you make a more informed choice when comparing WFM vendo

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

ShepHyken

MAY 26, 2024

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 comments about each article and would like to hear what you think too. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

Customer Service 183

Customer Service B2B Marketing Metrics 183

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 116

Engineering Technology Personalization Customer Experience 116

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!

Customer Experience

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

Advertising 119

Advertising APIs Education Analytics 119

Momentum Telecom

MAY 30, 2024

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

Cisco - Contact Center

MAY 30, 2024

The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.

Education 111

Education 111

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Education 107

Education Feedback Entertainment Metrics 107

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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.

AWS Machine Learning

MAY 30, 2024

This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure

Chatbots 110

Chatbots Engineering APIs Technology 110

CSM Magazine

MAY 29, 2024

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Cisco - Contact Center

MAY 30, 2024

See how Cisco Spaces lets your existing network infrastructure become a sensor that allows you to extract network data to make your buildings smarter.

APIs 115

APIs 115

Ambs Call Center

MAY 28, 2024

Property management CRM software is changing the game for property managers everywhere. By diving into this innovative world, you can revolutionize the way your real estate business operates. Streamlining tasks, boosting efficiency, and simplifying complex processes - what's not to gain?

Real estate 81

Real estate Management CRM 81

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

AWS Machine Learning

MAY 31, 2024

Genomic language models are a new and exciting field in the application of large language models to challenges in genomics. In this blog post and open source project , we show you how you can pre-train a genomics language model, HyenaDNA , using your genomic data in the AWS Cloud. Here, we use AWS HealthOmics storage as a convenient and cost-effective omic data store and Amazon Sagemaker as a fully managed machine learning (ML) service to train and deploy the model.

Biotechnology 88

Biotechnology Scripts Healthcare APIs 88

Outsource Consultants

MAY 30, 2024

Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service. NAFTA Opens the Door The North American Free Trade Agreement (NAFTA) in the 1990s paved the way for a more open economic environment between the US, Canada, and Mexico

Call Center 67

Call Center outsourcing Government Telecommunications 67

Cisco - Contact Center

MAY 29, 2024

Get ready to go beyond and explore new paths to success with partner managed-ready solutions designed to enable greater efficiency, operational scale, innovation, and open new market opportunities!

Management 98

Management Marketing 98

Tethr

MAY 29, 2024

Learn how to measure CSAT effectively with traditional methods and discover innovative new approaches to boost your insights.

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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

Customer Experience

Concentrix

MAY 30, 2024

Webinar | July 25, 2024 11:00 AM EST Driving Digital Transformation with Generative AI Register Now Generative AI technology is revolutionizing how organizations operate, interact with their employees, and customers This evolving technology empowers creativity, automation, and efficiency through streamlining processes, removing mundane tasks from humans, and providing insights quickly for strategic decisions.

Technology 62

Technology 62

OctopusTech

MAY 27, 2024

What is AI for SEO? Many organizations are incorporating artificial intelligence (AI) into their strategies, including search engine optimization (SEO). AI for SEO is a search engine optimization approach that employs artificial intelligence to optimize webpages (such as blog posts and landing pages ) so that they appear higher in search engine results pages.

Engineering 62

Engineering Analytics Personalization Marketing 62

Cisco - Contact Center

MAY 29, 2024

Cisco introduces its first 5G Standalone (SA) fixed wireless access devices, the Meraki MG52 and MG52E. Powered by the Cisco secure networking platform, these devices help businesses scale robust, always-on, 5G-connected experiences to more people and places — without compromising scale and performance.

Wireless 97

Wireless 97