Sat.Apr 22, 2023 - Fri.Apr 28, 2023

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3 Reasons Contact Centers Should Adopt AI Today

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 3 Reasons Contact Centers Should Adopt AI Today appeared first on Upstream Works.

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The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

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Improve Service Efficiency by Boosting Adoption

TechSee

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

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Managing Customer Support Across Multiple Marketplaces

Helpware

Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.

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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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Outsourcing Call Center vs. In-House Call Center: What to pick?

OctopusTech

In today’s competitive world of business, providing exceptional customer service is important for a company’s success. In the discussion of outsourcing call center vs. in-house call center, a key aspect is to have an effective contact center. A call center is a centralized place used for receiving and transmitting a large volume of phone inquiries from users.

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Your Hybrid Work Environment is Causing Stress and Burnout

CCNG

As we continue to navigate the post-COVID waters, one aspect is clear, hybrid work models are not going away. Employers learned, that in many cases, working from home can be very cost effective for business. Benefits to the employer include: - Co-workers can work longer shifts - Less absenteeism - Not having to maintain brick and mortar overhead costs Hybrid conditions offer perks to co-workers as well: - Flexible schedule - No commuting - Cost savings due to elimination or reduction in childcar

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Three ways customer success can support product management to everyone’s benefit

ChurnZero

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.

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Customer Satisfaction Metrics and Tools to Improve Your Service

CSM Magazine

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.

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Integrate Amazon Lex Chatbot with Facebook

kommunicate

Last Updated on April 27, 2023 In today’s digital age, chatbots have become an integral part of customer service. With the rise of social media platforms like Facebook, integrating chatbots with these platforms has become crucial for businesses to provide efficient customer support. One of the most popular chatbot platforms is Amazon Web Services (AWS) [.

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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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Act Like an Owner – Revisited!

ShepHyken

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

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25 examples of NLP & machine learning in everyday life

Callminer

NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.

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Visual Service for Medical Device Support

TechSee

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

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How the FIT model gets your team to love SMART goals

Toister Performance Solutions

Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.

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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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Guest Post: Customer Service Standards – Meet the Ones That Matter Most

ShepHyken

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Want to stand out from the competition? Raise your customer service standards.

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Live Chat Software: The Missing Part Of Your Customer Experience

TeamSupport

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

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Cisco and Microsoft Work Together to Deliver Zero Trust and SASE

Cisco - Contact Center

As businesses shift to running more applications in the cloud, the end-to-end control points that customers once owned have disappeared, making it challenging to securely deliver exceptional… Read more on Cisco Blogs

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Remote Agent Training In Contact Centers: 5 Key Strategies

Playvox

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

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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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The Positive Influence of Scarcity on Customer Experience with Mindy Weinstein

ShepHyken

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

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LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research Report

LiveVox

Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Con

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Supporting the Sustainability Journey for the Transportation Industry

Cisco - Contact Center

As climate change and the potential to facilitate a transition to a low-carbon economy are becoming a centerstage conundrum across the globe, there is an important focus on decarbonizing the… Read more on Cisco Blogs

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Where to Hire the Best Developers in Brazil?

JivoChat

Brazil is emerging as a technology powerhouse, with a vibrant tech ecosystem that’s attracting international attention. The country’s tech industry is booming, and Brazilian developers are becoming increasingly sought after for their exceptional skills and expertise. In this article, we will explore the benefits of hiring developers from Brazil, the top cities and companies to consider, and important factors to keep in mind when choosing a developer.

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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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Cost, Effort & Risk Avoidance: 3 Ways Cyara Delivered a 334% ROI & Payback in Less than 3 Months

Cyara

When a potential or current customer can’t reach your contact center, there is a lot at stake. You risk the loss of a sale, their dissatisfaction from not solving their problem, and worst of all, lose their trust. That’s the immediate negative effect, but unfortunately the damage doesn’t stop there. Surveys show that after just one bad service experience, more than half of consumers will stop using a brand, and that number gets even higher when it comes to Millennials.

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How Self-Serve Healthcare Technologies Empower Patients

The Northridge Group

For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario. A prospective patient calls a receptionist to book an appointment. Unless the patient’s schedule is completely open, they have to go back and forth with the receptionist as the two parties try to find an available time slot to accept.

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Cisco Nexus 9000 Intelligent Buffers in a VXLAN/EVPN Fabric

Cisco - Contact Center

As customers migrate to network fabrics based on Virtual Extensible Local Area Network/Ethernet Virtual Private Network (VXLAN/EVPN) technology, questions about the implications for application… Read more on Cisco Blogs

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How To Use Short-Form Video To Supercharge Your Brand's Growth

JivoChat

If you’re looking for a way to take your brand to the next level, short-form video might just be the solution you’ve been searching for. With the growing popularity of platforms like TikTok, Instagram Reels, and YouTube Shorts, short-form video has become an incredibly effective way for businesses to engage with their target audience and drive growth.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Cost, Effort & Risk Avoidance: 3 Ways Cyara Delivered a 334% ROI & Payback in Less than 3 Months

Cyara

When a potential or current customer can’t reach your contact center, there is a lot at stake. You risk the loss of a sale, their dissatisfaction from not solving their problem, and worst of all, lose their trust. That’s the immediate negative effect, but unfortunately the damage doesn’t stop there. Surveys show that after just one bad service experience, more than half of consumers will stop using a brand, and that number gets even higher when it comes to Millennials.

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COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience

COPC

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard hosted the bi – annual meeting in Dublin, where discussions centered around the impact of artificial intelligence (AI) on CX.

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Simplify Your Security Operations with Cisco XDR, Launching at RSAC

Cisco - Contact Center

News flash: adversaries don’t care about vendor consolidation. In fact, they are counting on the lack of integration across your security stack to slip through the cracks and evade detection.

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