Sat.Jun 29, 2024 - Fri.Jul 05, 2024

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Understanding the Shift: Why Businesses are Embracing Contact Center Outsourcing

CCNG

Good customer experience forms the foundation of a lasting customer-brand relationship. When a brand consistently creates rich customer experiences, it fosters brand loyalty and encourages customers to keep engaging with the business. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network. This raises the more pertinent question – what creates a good customer experience?

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Training Customers to Do It Themselves

ShepHyken

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

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Types of AI in the Contact Center (and Their Use Cases)

Tethr

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

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What’s Happening with Contact Center Workload?

Brad Cleveland Blog

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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The top differences between call centers and contact centers

Callminer

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

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A Guide to Choose the Best Contact Center Software for Your Enterprise

Hodusoft

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of agents and customer service representatives and handle less volume of calls.

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Remote Work Communication

VirtualPBX

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

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The Evolution of Customer Care Outsourcing: From Cost-Cutting to Innovation Powerhouse

Zappix

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities. We examine how modern outsourcing partnerships are extending beyond traditional boundaries, fostering innovation hubs, and providing access to cutting-

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What is a telemarketing call center and how does it work?

NobelBiz

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

Beyond Philosophy

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

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Five strategies to supercharge your sales effectiveness

Callminer

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

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Top 5 Customer Service & CX Articles for Week of July 1, 2024

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 comments about each article and would like to hear what you think too. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

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Introducing guardrails in Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.

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Reimagine Your Communications With A Unified Platform

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.

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How Risk Massively Impacts Customers’ Buying Decisions and What You Need to Do A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

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: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

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SVC Plants Seeds of Hope in Olango Island, Lapu-Lapu City During Its Mangrove Planting Initiative

Select VoiceCom Blog

The country is expected to face at least two to three typhoons this July and more in the coming months due to the potential La Niña event, as reported by the Philippine Atmospheric, Geophysical and Astronomical Services Administration ( PAGASA ). To prepare for tropical storms, Select VoiceCom partnered with Lapu-Lapu City Environment and Natural Resources Office to strengthen the coast of Barangay Sta.

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Unlocking Efficient Communication – The Advantages of Chatbots

Comm100

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

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Medical content creation in the age of generative AI

AWS Machine Learning

Generative AI and transformer-based large language models (LLMs) have been in the top headlines recently. These models demonstrate impressive performance in question answering, text summarization, code, and text generation. Today, LLMs are being used in real settings by companies, including the heavily-regulated healthcare and life sciences industry (HCLS).

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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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Email Customer Service: A Full Guide with Examples

Helpware

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

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How MiaRec Helps BPOs Overcome 5 Common Challenges

MiaRec

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.

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Outsource Consultants Expands Capabilities: Pioneering a New Era in CX Advisory

Outsource Consultants

St. Louis Park, MN – July 09, 2024 – Outsource Consultants, a leader in contact center outsourcing, is excited to announce our initiative as a premier CX advisory firm. This natural strategic shift highlights our evolution and ongoing commitment to optimizing customer experience strategies and addressing the contact center outsourcing and technology challenges leading organizations face.

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Build a self-service digital assistant using Amazon Lex and Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents.

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What Does it REALLY Mean to Put CX First?

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

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7 reasons it’s time for a virtual phone answering assistant

AnswerConnect

It’s not easy knowing when you’ve crossed the line from “Want” to “Need”. Read this guide for 7 signs it’s time to hire a virtual phone answering assistant The post 7 reasons it’s time for a virtual phone answering assistant appeared first on AnswerConnect Blog.

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MiaRec Midyear Update with CX Today

MiaRec

CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.

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Boutique vs the Big Guys: What Kind of Contact Center Outsourcer Is Right for You?

BlueOcean

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

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Identify idle endpoints in Amazon SageMaker

AWS Machine Learning

Amazon SageMaker is a machine learning (ML) platform designed to simplify the process of building, training, deploying, and managing ML models at scale. With a comprehensive suite of tools and services, SageMaker offers developers and data scientists the resources they need to accelerate the development and deployment of ML solutions. In today’s fast-paced technological landscape, efficiency and agility are essential for businesses and developers striving to innovate.

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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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Concentrix Wins Five Globee Golden Bridge Awards for Innovation

Concentrix

Concentrix’s CoMo Text Tool, Process Intelligence Suite, and AI solutions CX Bridge, Decision Tree Library, and ELLIE, have all been recognized as winners at the 2024 Golden Bridge Business and Innovation Awards.

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11 Things an Agent Should NOT Say to a Customer

SQM Group

Knowing what to steer clear of is just as important as mastering the right things to say.

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10 Ways to Provide Outstanding Law Firm Customer Service

CSM Magazine

Elevate Your Law Firm’s Client Experience with These 10 Proven Techniques Delivering exceptional customer service isn’t just good business for law firms – it’s an absolute necessity, given the sensitive nature of their work and the high stakes involved. By going above and beyond for your clients, you open the door to a lucrative advantage: the word-of-mouth endorsements, referrals, and – best of all – repeat business that follow close behind.