ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success?

Wireless 205

Wireless Finance Accountability Customer Experience 205

ShepHyken

SEPTEMBER 19, 2023

One of the more enjoyable activities in my life is playing hockey. So, what does this have to do with business, specifically customer service and CX? We need defense, which is the ability to respond to our customers’ questions, problems, needs, and complaints in a way that renews confidence for them to continue doing business with us.

Customer Service 345

Customer Service Coaching Customer Experience Management 345

TechSee

APRIL 1, 2024

This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction. Gone are the days of complex downloads and external tools – this makes visual assistance smoother and more user-friendly for everyone involved.

Self service 124

Self service Consulting Consulting Contact Center 124

Toister Performance Solutions

APRIL 11, 2024

Estimated time needed: 1 hour per week Group activities: 30 minutes per week Individual learning: 30 minutes per week Preparation Get ready for the training by preparing yourself and your team. Some videos have an activity at the end (marked with an "A"). Those activities should also be completed. Step 1: Create a training plan.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. ” About: Art Turock is an elite performer in both business and sports.

Accountability 200

Accountability Coaching Best practices Customer Service 200

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? But today’s loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing.” Now, there is space for fun.”

Enterprise 217

Enterprise Personalization Sales Customer Experience 217

Joe Rawlinson

JANUARY 22, 2024

It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.

Advertising 78

Advertising Customer retention Marketing Personalization 78

CSM Magazine

APRIL 29, 2024

In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

Analytics 52

Analytics Metrics CRM APIs 52

Quality Contact Solutions

APRIL 26, 2024

For businesses that depend on telesales for consumer sales and customer engagement, adhering to stringent compliance standards is essential for protecting the brand’s reputation and forming the basis of trust with prospective customers.

Call Center 52

Call Center Telemarketing Entertainment Education 52

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. Remember, AI in CX success is measured not by the complexity or innovation of the AI technology you deploy but the practical value of that AI for your customers and business.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. Tips for Building Rapport Listen Actively Active listening is foundational to building rapport. How did that software update go for you last time?”

Customer Service 116

Customer Service Personalization Marketing 116

Outsource Consultants

APRIL 18, 2024

Prioritize CX Efficacy Over Metric-Centric Strategies As a leader, you should strive to find a balanced mix of metrics that matter to your business, balancing both quantitative and qualitative indicators to drive better CX. Agent Utilization Rate: Tracks active call handling time versus idle time. We encourage you to check it out.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

AWS Machine Learning

APRIL 22, 2024

To solve this pain point, we can use Lightweight Directory Access Protocol (LDAP) and LDAP over TLS/SSL (LDAPS) to integrate with a directory service such as AWS Directory Service for Microsoft Active Directory. With SageMaker HyperPod, you can train FMs for weeks and months without disruption.

Scripts 86

Scripts Engineering Management Benchmark 86

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. This is where active listening comes in. Active listening is not a character trait some people are born with. 5 Ways to Become an Active Listener There are several key elements of active listening.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

AWS Machine Learning

FEBRUARY 7, 2024

In this post, we present a solution to automate mortgage document fraud detection using an ML model and business-defined rules with Amazon Fraud Detector. In this post, we present a solution to automate mortgage document fraud detection using an ML model and business-defined rules with Amazon Fraud Detector. Deploy the model.

APIs 108

APIs Accountability Metrics Engineering 108

NobelBiz

APRIL 2, 2024

Unlike their small business counterparts, these solutions are equipped with advanced functionalities tailored to meet the needs of enterprise environments. With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

aircall

FEBRUARY 23, 2022

This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses. Activating HubSpot workflows using call activity to follow up with customers, and driving greater insights with native reporting.

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

Aspect

JUNE 4, 2020

That applies to many things in life and business. To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. These leaders are managing a complex set of activities. Business Continuity in the Contact Center.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 89

Wait times Feedback CRM Surveys 89

OctopusTech

MARCH 22, 2024

As automation revolutionizes business operations, Chatbots have become a powerful marketing tool. How do businesses use Chatbots? Chatbots may be programmed to assist with many different activities in a commercial setting. The bot then utilizes this information to generate an appropriate answer, which is returned to the user.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Fonolo

SEPTEMBER 20, 2022

Active listening to customer questions and concerns. Introduce fun activities to keep employees engaged during their training. . A great activity you can use to help train agents on communication, active listening, and patience is the “Copy Me” game. The possibilities for training activities are endless.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

ProProfs Blog

JANUARY 30, 2020

Active customer engagement is crucial for any business to become a success. By providing a personalized support experience, it becomes a hassle-free task for any business not only to increase customer engagement but revenues too. This clearly indicates how customer engagement is vital for any business to gain profitability.

B2B 204

B2B Banking Personalization Employee engagement 204

Helpware

OCTOBER 30, 2023

By incorporating AI and machine learning from advanced data analytics to automated customer support, this technology is permeating every facet of the business process outsourcing (BPO)world. Embracing Artificial Intelligence isn't just about tech - it's about turning challenges into real business advantages.

Business Process Outsourcing 87

Business Process Outsourcing outsourcing Analytics Surveys 87

Totango

FEBRUARY 23, 2024

From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Fonolo

JULY 29, 2021

Active listening. Specifically, active listening entails a complete focus on the customer’s words, processing and understanding those words, resisting the urge to interrupt, and responding in a thoughtful, validating manner. Moreover, active listening is essential in dealing with irritated customers. Communication skills.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174

Fonolo

APRIL 15, 2021

But what exactly does it mean, and how can you leverage it to better your business? Occupancy rate refers to the amount of active time your agents spend handling calls. It’s displayed as a percentage and is calculated by dividing their active time by total time worked. Read on for a crash course on occupancy rate! DID YOU KNOW?

Call Center 152

Call Center Metrics Contact Center outsourcing 152

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Forecasts help business leaders identify the risk of churn or opportunity of growth in terms of business impact. Most important of all, this will improve CS’ standing in the business. Example: Active, Inc. If the CS team believes Active, Inc.

Upselling 97

Upselling Metrics Surveys Accountability 97

Call Design

JANUARY 21, 2021

Additionally, it can actively track the customer journey and make suggestions based on the customer’s needs and purchasing behaviour that your agents are speaking to. This is a massive opportunity for your customer service agents to field questions, engage with your audience, and monitor audience activity. Upgrade Old Technology.

Upselling 167

Upselling Coaching Consulting Consulting 167