Sat.Jan 06, 2024 - Fri.Jan 12, 2024

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Top 5 CX Strategies to Optimize Your Contact Center in 2024

3CLogic

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way.

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Mission Possible: Creating Contact Centers People Love

SharpenCX

Flip the script on bad customer experiences. Learn how Sharpen is driving better outcomes by creating contact centers people love.

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Why is there shrinkage in the contact center?

DMG Consulting

Why is there shrinkage in the contact center? Donna Fluss covers the unplanned reasons there is shrinkage in the contact center. The post Why is there shrinkage in the contact center? appeared first on DMG Consulting.

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Contact Center AI Maturity Model

MiaRec

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. According to Gartner , the "global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024." Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the re

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Help phone customers faster with visual communication

Toister Performance Solutions

Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.

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Workforce Management for Call Centers: What You Need to Know

Playvox

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. We try different serums and potions, yet somehow wake up with new wrinkles. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

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The Contact Center of the Future’s Role in Customer Experience

Brad Cleveland Blog

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We discussed the … Continue reading → The post The Contact Center of the Future’s Role in Customer Experience appeared first on Brad Cleveland.

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Discover the 7 Powerful Rules that Will Transform Your Customers’ Habits

Beyond Philosophy

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

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Did You Know: Accidental Call Centers are Available On-Demand

FluentStream

Organizations establish call centers for several reasons that all tie back to organizational growth and success. The motivation may be to improve customer satisfaction, resolve concerns faster, maximize sales opportunities, or gather feedback to enhance products or services. Oftentimes, it’s. Read More The post Did You Know: Accidental Call Centers are Available On-Demand appeared first on FluentStream.

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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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Three Customer Service Lessons from a World Traveler?

ShepHyken

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.

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CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

CCNG

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. But are there potential operational pitfalls that leaders need to be thinking about?

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How To Find The Right Balance Between Fraud And The Customers Experience

Beyond Philosophy

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

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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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How AI Will Transform Customer Support

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks?

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IRS Will Enforce 1099-K Reporting Of Cash App, Venmo, Zelle, And PayPal Transactions

Steve DiGioia

IRS Implements 1099-K Reporting Requirement for Payment Apps in 2024, Targeting More Accurate Financial Disclosures In 2024, the IRS is set to implement the long-expected 1099-K revealing prerequisite for outsider installment applications, like PayPal, Venmo, Money Application, or Zelle. At first scheduled for 2022, this standard orders detailing profit more than $600 to the IRS; notwithstanding, announcing will apply just to pay surpassing $5,000 for the impending year.

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Momentum Acquires Horizon Telecom, a Leading International Managed Voice and Network Provider

Momentum Telecom

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.

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Leveraging a digital twin with machine learning to revitalize bridges

Cisco - Contact Center

As you drive across a bridge you might think of the impact it’s having on your commute, but have you ever considered the impact you’re having on the bridge itself?

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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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Top 5 Customer Service & CX Articles for Week of January 8, 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. Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoi

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Inference Llama 2 models with real-time response streaming using Amazon SageMaker

AWS Machine Learning

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Foundation models (FMs) are often pre-trained on vast corpora of data with parameters ranging in scale of millions to billions and beyond. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.

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The Three-Cloud Hackathon Challenge: What We Learned Running a Two-Day, All-Remote Hackathon

ConvergeOne

We took this event seriously, and that’s a big reason why we made this a two-day session during the normal workweek. Taking off two full days of work is not the easiest thing to do, but it was important to us, so we made it happen. Here’s how it worked.

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Using the Knowledge Store on Cisco Observability Platform

Cisco - Contact Center

Build custom observability solutions Cisco Observability Platform (COP) enables developers to build custom observability solutions to gain valuable insights across their technology and business… Read more on Cisco Blogs

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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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2024 New Year Message from COO, Lon Baker

VirtualPBX

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration. These efforts led to significant milestones, notably the successful launch of VirtualText Forward.

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Build an Amazon SageMaker Model Registry approval and promotion workflow with human intervention

AWS Machine Learning

This post is co-written with Jayadeep Pabbisetty, Sr. Specialist Data Engineering at Merck, and Prabakaran Mathaiyan, Sr. ML Engineer at Tiger Analytics. The large machine learning (ML) model development lifecycle requires a scalable model release process similar to that of software development. Model developers often work together in developing ML models and require a robust MLOps platform to work in.

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Best Practices for Continuous Performance Testing

Cyara

When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.

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Harnessing Computer Vision for retail with AI

Cisco - Contact Center

In the rapidly evolving retail sector, businesses are continually seeking innovative ways to gain a competitive edge, increase efficiency, and enhance the customer experience.

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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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Mastercard Leads the Charge in Customer Experience

COPC

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

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Benefits of Agent Self-Service in Workforce Management

SQM Group

Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or team development.

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The Importance of Customer Effort Scores

Cyara

Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.