Sat.Jul 23, 2022 - Fri.Jul 29, 2022

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Amazing Business Radio: Deon Nicholas

ShepHyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

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The implications of the Long Tail in todays environment

Beyond Philosophy

We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center.

Metrics 195
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How Contact Centers Can Help Change Lives

Contact Center Pipeline

If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Guest Post: 7 Factors Influencing First Call Resolution

ShepHyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.

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25 top sales methodologies and best practices

Callminer

Read this post to learn tips and best practices for adopting an innovative sales methodology.

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3 Reasons Customers Say They Don’t Trust Chatbots, and What You Can Do About It

TechSee

The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 compared to about $8 per live contact. .

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Exit Interviews and Staying Interviews?

ShepHyken

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on.

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Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

Totango

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .

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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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Cloud PBX Voice Quality Test Explained

Spearline

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s Cloud PBX Voice Quality Test , you can find out. The Cloud PBX Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.

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Content Pie#6: How to Get a Job as a Customer Service Representative

Nicereply

Are you considering a career as a customer service representative? There is no better time than now! Believe it or not, the summer season is a great time for finding a new job. Companies aren’t so busy and you have a lot of time to take some rest and prepare for an interview. Almost 50% of American employees are considering a change of job and remote work is getting more attractive than ever before.

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(Checklist) Is Your Business Thriving With Your Existing Cloud Services?

Momentum Telecom

Read through our checklist to see if your cloud service providers are meeting your needs or coming up short: Download Checklist. The post (Checklist) Is Your Business Thriving With Your Existing Cloud Services? appeared first on Momentum Telecom.

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How to Get a Local Phone Number

VirtualPBX

If you’re looking for a new phone number, you may want to consider getting one with the area code of your business location. Local phone numbers are more credible and let people know your company’s location. But what if you’re using your personal line for work? In that case, local numbers offer even more benefits. Here’s how small businesses can get a local phone number: Why You Should Get A Local Phone Number.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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MS Teams Voice Quality Test Explained

Spearline

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s MS Teams Voice Quality Test , you can find out. The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.

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6 Inclusive Hiring Practices for Call Centers

Fonolo

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards.

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Dear Nuance Interns,

Nuance

Growth happens from experience and diving into unknown situations. For most, this summer is your first internship experience, and it may have been nerve-wracking and unknown at the beginning. Take a moment to look back on who you were on the first day of the internship and who you are now. You have added to [.]. The post Dear Nuance Interns, appeared first on What’s next.

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Tiny cars and big talent show Canadian policymakers the power of machine learning

AWS Machine Learning

In the end, it came down to 213 thousandths of a second! That was the difference between the two best times in the finale of the first AWS AWS DeepRacer Student Wildcard event hosted in Ottawa, Canada this May. I watched in awe as 13 students competed in a live wildcard race for the AWS DeepRacer Student League, the first global autonomous racing league for students offering educational material and resources to get hands on and start with machine learning (ML).

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Automating and digitising CX in financial services

Eptica

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Published on: July 29, 2022. Author: Pauline Ashenden - Demand Generation Manager Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service.

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Designing Self-Service for Customer Success

COPC

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Watch the outcomes from live conversations as experts give practical insight into what does and doesn’t work.

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4 Reasons Why FinTech Firms Need to Focus on Privacy and Security

Helpware

Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about the future.

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4 Questions CSMs Should Ask to Gather Quantitative Results 

ClientSuccess

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the qualitative side, there are indicators such as customer satisfaction, sentiment, and other ad-hoc information that customers share. On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. .

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The US Customer Experience Decision-Makers' Guide 2022-23

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. In this guide, you'll find various findings and suggested strategies for maximizing the customer experience while improving profitability and managing cost.

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Build and train ML models using a data mesh architecture on AWS: Part 1

AWS Machine Learning

Organizations across various industries are using artificial intelligence (AI) and machine learning (ML) to solve business challenges specific to their industry. For example, in the financial services industry, you can use AI and ML to solve challenges around fraud detection, credit risk prediction, direct marketing, and many others. Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects.

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WATCH NOW: Rinchem Takes a Methodical Approach to Cloud Migration

ConvergeOne

Rinchem is a chemical management solutions provider with plans to grow by 14-19 sites over the next few years. One of its biggest challenges is gaining the stability needed so that it can provide a reliable network and ensure the availability of all services. With ConvergeOne’s guidance, Rinchem has taken a methodical approach to cloud migration that has allowed it to get to the next generation of technology while having business continuity in place at all times.

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How your customer service pep talks can stay fresh

Toister Performance Solutions

"My employees are tuning me out." The customer service leader explained his company had a customer service vision that he talked about in every meeting. A customer service vision is a shared definition of outstanding service that gets everyone on the same page. Unfortunately, employees were starting to get bored. They'd heard the manager talk about the vision so many times that it had gotten repetitive.

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How to Know If Someone Blocked You on WhatsApp

JivoChat

Have you ever wondered how to know if someone blocked you on WhatsApp? If you are sending messages to a contact, and never being answered back, maybe that person has blocked your number. In order to avoid unwanted conversations, Whatsapp enables users to stop receiving messages from people they don’t wish to have contact with. It’s a feature that may be useful to you as well and helps to block spam too. .

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Build and train ML models using a data mesh architecture on AWS: Part 2

AWS Machine Learning

This is the second part of a series that showcases the machine learning (ML) lifecycle with a data mesh design pattern for a large enterprise with multiple lines of business (LOBs) and a Center of Excellence (CoE) for analytics and ML. In part 1 , we addressed the data steward persona and showcased a data mesh setup with multiple AWS data producer and consumer accounts.

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15 Call Center Quality Monitoring Best Practices 

OctopusTech

Call centers quality monitoring plays the most important role in delivering customer service. Operators working in the call center deal with large call volumes regularly, interact with different users, gather their responses, and deliver them to the top-level departments. But have you ever wondered how they assure the quality of the call? . Well, a call center quality monitoring program plays a major role here which can either be performed by a representative or through software.

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Your Guide to the Post-Pandemic Contact Center Is Here!

BlueOcean

Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” It’s a question we contemplate often here at Blue Ocean, and we’re glad to say we didn’t stop there. After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. And we’re thrilled to share it with you as a free download.