CCNG
MAY 10, 2023
Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. What research do I have to prove my point, you may ask? None. But I do have my own experiences.
Beyond Philosophy
MAY 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.
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NobelBiz
MAY 9, 2023
Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo
Working Solutions
MAY 8, 2023
Leveraging Technology to Increase Customer Engagement Increasing customer engagement is central to any effective sales and marketing plan. Engaged customers are more likely to expand their relationship with you to other transactions, and even bring new customers into the fold via positive word of mouth.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
SQM Group
MAY 9, 2023
The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center is.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Balto
MAY 9, 2023
As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.
Voiptime
MAY 9, 2023
We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?
Toister Performance Solutions
MAY 11, 2023
You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.
CSM Magazine
MAY 9, 2023
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.
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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
Beyond Philosophy
MAY 11, 2023
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
ShepHyken
MAY 10, 2023
There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.
TechSee
MAY 11, 2023
It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
AWS Machine Learning
MAY 10, 2023
Project Jupyter is a multi-stakeholder, open-source project that builds applications, open standards, and tools for data science, machine learning (ML), and computational science. The Jupyter Notebook, first released in 2011, has become a de facto standard tool used by millions of users worldwide across every possible academic, research, and industry sector.
Cisco - Contact Center
MAY 12, 2023
This blog explores the operational and financial impact of Cisco Vulnerability Management from a Forrester TEI study conducted by Forrester Consulting and commissioned by Cisco.
ShepHyken
MAY 9, 2023
Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
Russel Lolacher
MAY 7, 2023
In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome — she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.
AWS Machine Learning
MAY 9, 2023
Amazon SageMaker provides a number of options for users who are looking for a solution to host their machine learning (ML) models. Of these options, one of the key features that SageMaker provides is real-time inference. Real-time inference workloads can have varying levels of requirements and service level agreements (SLAs) in terms of latency and throughput.
Cisco - Contact Center
MAY 12, 2023
Welcome to Cisco SD-WAN Automation Awareness Month! In the world of software and tools development, API and automation tools have become essential for customizing and streamlining operational tasks.
Connect
MAY 10, 2023
Economic challenges and evolving market trends related to customer expectations are forcing businesses to radically change nearly every facet of customer service. As these factors continue to evolve, businesses must take stock and make significant changes in response to rising demand for immersive customer experiences (CX). Businesses that have already responded by investing to enable natural, fluid interactions are already experiencing tangible results with higher CSAT scores and demonstrable r
Lumoa
MAY 9, 2023
In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
AWS Machine Learning
MAY 12, 2023
Amazon SageMaker comes with two options to spin up fully managed notebooks for exploring data and building machine learning (ML) models. The first option is fast start, collaborative notebooks accessible within Amazon SageMaker Studio —a fully integrated development environment (IDE) for machine learning. You can quickly launch notebooks in Studio, easily dial up or down the underlying compute resources without interrupting your work, and even share your notebook as a link in few clicks.
Cisco - Contact Center
MAY 11, 2023
Cisco Networking Academy is celebrating 25 years of educating the learners who connect the world. This is one story that illustrates the power of partnerships for an inclusive future for all.
Fonolo
MAY 10, 2023
Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.
Hodusoft
MAY 10, 2023
11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
AWS Machine Learning
MAY 8, 2023
Sometimes it can be very beneficial to use tools such as compilers that can modify and compile your models for optimal inference performance. In this post, we explore TensorRT and how to use it with Amazon SageMaker inference using NVIDIA Triton Inference Server. We explore how TensorRT works and how to host and optimize these models for performance and cost efficiency on SageMaker.
Cisco - Contact Center
MAY 10, 2023
The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. An estimated 37% of the world’s population – or 2.
Bill Quiseng
MAY 10, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.
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