ShepHyken
JULY 19, 2023
At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. So back to the idea of just meeting expectations. Then it was my turn to speak. Some people confuse expectations with hope.
AWS Machine Learning
MAY 2, 2024
Personalized customer experiences are essential for engaging today’s users. However, delivering truly personalized experiences that adapt to changes in user behavior can be both challenging and time-consuming. A higher coverage means Amazon Personalize recommends more of your catalog. compared to previous versions.
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AWS Machine Learning
APRIL 18, 2024
You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. When you’re done, you’ll wonder how you ever managed without it!
Playvox
AUGUST 25, 2022
As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. ENJOYING THIS ARTICLE?
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
CCNG
SEPTEMBER 27, 2023
Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them.
Beyond Philosophy
FEBRUARY 17, 2020
In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company. It’s not just about the price or the delivery, or all the other objective things that businesses managed over the years.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Join this webinar with TechStyle Fashion Group, who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands. Discuss DIY platforms versus managed services – which is right for me?
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
At worst, your performance and cognitive functions are impaired, resulting in memory, management, and task completion problems. In October, scientists discovered that 75% of patients who experienced brain fog had a lower quality of life at work than those who did not. At best, brain fog makes you slower and less efficient.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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