ShepHyken
MAY 30, 2023
“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.
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.
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Callminer
MAY 23, 2023
Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
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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?
Tethr
MAY 29, 2023
Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 24, 2023
You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.
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.
Callminer
MAY 15, 2023
From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.
AWS Machine Learning
MAY 23, 2023
The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.
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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.
Tethr
MAY 29, 2023
Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.
Fonolo
MAY 23, 2023
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.
ShepHyken
MAY 16, 2023
I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.
Totango
MAY 17, 2023
Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei
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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.
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.
AWS Machine Learning
MAY 22, 2023
Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.
Tethr
MAY 29, 2023
When the call is over, the job is done. Right? Next Issue Avoidance is the art of solving the customer's second problem on the first call.
Real Blue Sky
MAY 31, 2023
The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the
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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.
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
delighted
MAY 26, 2023
Asking open-ended questions in your survey uncovers in-depth insights from respondents in their own words. While close-ended questions also provide valuable information, asking both question types in your survey gives you the data and context to make larger business decisions, act on immediate solutions, and plan long-term goals. In this post, we’ll explain what open-ended questions are, the difference between closed and open-ended questions (including when to use both), and examples of open-end
NobelBiz
MAY 25, 2023
Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for.
AWS Machine Learning
MAY 31, 2023
PyTorch is a machine learning (ML) framework based on the Torch library, used for applications such as computer vision and natural language processing. One of the primary reasons that customers are choosing a PyTorch framework is its simplicity and the fact that it’s designed and assembled to work with Python. PyTorch supports dynamic computational graphs, enabling network behavior to be changed at runtime.
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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.
Tethr
MAY 29, 2023
Reducing customer effort is difficult to measure, but one large insurance company is using Tethr to track advocacy to deliver serious results.
ChurnZero
MAY 25, 2023
Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.
Connect
MAY 22, 2023
Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres. Understand the specific capabilities you need to create value for your employees, customers and business. Grounded in research this guide outlines these specific capabilities; technology that will enable enhanced employee experience, the advancement of innovation in automated business processes, sophisticated ana
Method:CRM
MAY 23, 2023
Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.
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.
Cisco - Contact Center
MAY 31, 2023
Keeping an organization secure has a few basic steps that haven’t changed over the years: identify threats, respond and neutralize them, and put measures in place to prevent them in the future.
AWS Machine Learning
MAY 4, 2023
Time series forecasting refers to the process of predicting future values of time series data (data that is collected at regular intervals over time). Simple methods for time series forecasting use historical values of the same variable whose future values need to be predicted, whereas more complex, machine learning (ML)-based methods use additional information, such as the time series data of related variables.
Tethr
MAY 28, 2023
J.D. Power and Tethr are launching Conversation Analyzer–a new diagnostic that combines J.D. Power’s CX expertise with insights from Tethr.
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