Sat.Aug 31, 2024 - Fri.Sep 06, 2024

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This is Why You Can’t Walk in the Customer’s Shoes, So Stop Trying.

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?

Coaching 195
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19 CX management strategies and innovations in the contact center

Callminer

The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today's contact centers and strategies to improve it.

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How To Increase Call Center Productivity?

NobelBiz

Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function. The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs.

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Why is Conversation Analytics a must in your contact center?

DMG Consulting

Donna Fluss shares insight on the impact of GenAI on Conversation Analytics and what it means for contact centers. The post Why is Conversation Analytics a must in your contact center? appeared first on DMG Consulting.

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The State of Digital Customer Experience Report 2024

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.

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Three myths preventing you from building your lifecycle practice

Cisco - Contact Center

Unlock 3X more recurring revenue by building a lifecycle practice with Cisco. Overcome common myths with help from Cisco distributors, enhancing customer experience and boosting profitability with streamlined support and expertise.

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How You Can Semi-Automate Your Agent Evaluation With A Custom GPT

MiaRec

Let's face it. Manual QA can be a real drag. It's tedious, time-consuming, and labor-intensive — and let's not even get started on the potential for human error. Here at MiaRec, we see firsthand the enormous time savings and service quality improvements our Auto QA solution can achieve for larger contact centers. However, for smaller contact centers with fewer than 25 agents, we also know that investing in a full-blown Auto QA solution might be out of reach.

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Case Study: Empowering Agents With AI-Driven Sidd Spark

24-7 InTouch

Balancing operational efficiency with exceptional customer service is a challenge, especially as companies scale their support teams. The solution? Innovative digital tools that not only streamline processes but also maintain the high-quality service customers demand. A leading car-sharing app partnered with us to reduce agent handling time, boost interaction accuracy, and build customer trust.

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How The Right Call Center Solution Can Enhance E-commerce Sales?

Hodusoft

How The Right Call Center Solution Can Enhance E-commerce Sales? If you ask yourself, “Which sectors need call centers more than others?” you’ll realize that the e-commerce industry would be one of the few to appear on the top. That’s because everything in e-commerce, starting from placing orders to making payments, is tech-driven and powered by sophisticated digital technology.

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Creating a Culture of Continuous Learning in Your Contact Center

Vistio

To keep pace with shifting customer expectations to emerging technologies, organizations must foster a culture of continuous learning within their contact centers. This not only helps agents stay updated with the latest industry trends but also empowers them to deliver exceptional customer experiences. Why is continuous learning in contact centers so important?

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics

Beyond Philosophy

In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.

Marketing 195
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Human Resilience Part 2: Root Solution to Burnout, Outbursts, Absenteeism & Attrition

CCNG

Resilience-the Power to Reclaim our Sanity, Health, and Civility Have you noticed that people seem to have shorter fuses these days? Are you seeing more outbursts by colleagues, clients, and family members, in public, or online? What the heck is going on? Maybe you’re noticing it’s you who has become quicker to react with anger, fear, or anxiety. Perhaps you’re wondering, am I the only one feeling this way?

CCNG 195
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Top 5 Customer Service & CX Articles for Week of September 2, 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. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article.

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Leveraging Threat Intelligence in Cisco Secure Network Analytics

Cisco - Contact Center

Cisco Secure Network Analytics provides pervasive network visibility and security analytics for advanced protection across the extended network and cloud. The purpose of this blog is to review two methods of using threat intelligence in Secure Network Analytics.

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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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25 brand perception survey question examples + template

delighted

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

Surveys 98
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How to generate sales leads: a guide for entrepreneurs

AnswerConnect

Discover how to generate sales leads. Learn how to attract and nurture potential customers to grow your business with our comprehensive guide for entrepreneurs. The post How to generate sales leads: a guide for entrepreneurs appeared first on AnswerConnect Blog.

Sales 94
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Social Media Moderation: An Ultimate Guide for 2024

Helpware

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.

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Connectivity they can count on: Claflin University’s tech revolution

Cisco - Contact Center

Technology modernizations, reliable broadband access, and upskilling are transforming the way Claflin University delivers a high-quality education and how students and the community can now connect in ways they've never connected before.

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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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Effectively manage foundation models for generative AI applications with Amazon SageMaker Model Registry

AWS Machine Learning

Generative artificial intelligence (AI) foundation models (FMs) are gaining popularity with businesses due to their versatility and potential to address a variety of use cases. The true value of FMs is realized when they are adapted for domain specific data. Managing these models across the business and model lifecycle can introduce complexity. As FMs are adapted to different domains and data, operationalizing these pipelines becomes critical.

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BPO Rate Hikes on the Table? Here’s How to Respond | BPO Health Check

Outsource Consultants

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough conversations. That’s why we’ve created the ‘BPO Health Check’ series – a deep dive into the real issues clients and BPOs face. We’ll be pulling back the curtain on those often-avoided topics, bringing you candid conversations, expert insights, and practical advice.

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Conversational AI Competitive Landscape

DMG Consulting

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Each CAI offering is unique: some vendors’ platforms include both customer self-service and agent assist/augmentation applications; others concentrate solely on delivering customer self-service capabilities; and there are also best-of-breed providers focused on e

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The Future of Cybersecurity: AI Does Play a Role

Cisco - Contact Center

Join KB, Head of Cybersecurity Journalism at KBI.Media, in Cisco Networking Academy's Women Rock-IT webinar this October. Discover how AI is revolutionizing cybersecurity and empowering women in tech.

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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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Deploy Amazon SageMaker pipelines using AWS Controllers for Kubernetes

AWS Machine Learning

Kubernetes is a popular orchestration platform for managing containers. Its scalability and load-balancing capabilities make it ideal for handling the variable workloads typical of machine learning (ML) applications. DevOps engineers often use Kubernetes to manage and scale ML applications, but before an ML model is available, it must be trained and evaluated and, if the quality of the obtained model is satisfactory, uploaded to a model registry.

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Zero Click Searches: Why Most Google Searches End Without a Click?

OctopusTech

It appears that the existence of zero-click search is due to the ease with which information is currently obtainable. Users can now easily obtain the information they need without having to click on search results. Zero Clicks are built upon knowledge graphs, featured snippets , and other search engine capabilities. Nearly 60% of all research projects in the coming years will lead to zero clicks.

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3 Tips for Creating a Seamless Holiday Shopping Experience

Interactions

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

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Building a New Service Offering around Cisco ThousandEyes: A Guide for Managed Service Providers

Cisco - Contact Center

Discover how MSPs can leverage Cisco ThousandEyes to create tiered services, enhance DXA, and deliver proactive solutions for optimal network performance and customer satisfaction. Transform your offerings and drive success.

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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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7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth

C3Centricity

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

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Shopify Vs Etsy: Is Shopify The Future?

OctopusTech

Shop owners can offer goods and services on e-commerce platforms like Shopify and Etsy. The primary distinction between the two is that, while Etsy is a marketplace, Shopify enables users to design their own branded space. Though many sellers also resell vintage clothing, craft supplies, and other unusual items, handcrafted goods are the primary focus of Etsy.

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Technology Transformation through an Integrated Customer Experience Management Platform

Concentrix

See how a renewable energy leader streamlined service and boosted satisfaction with our innovative customer experience management platform solution.