July, 2024

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Don’t Throw Fellow Employees Under the Bus

ShepHyken

I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose.

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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience

Beyond Philosophy

Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust

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5 Contact Center Technical Trends

CCNG

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors.

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Extracting valuable insights with text analysis

Callminer

Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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AI CoPilots Are Incremental, AI Agents Are The Real Breakthrough

TechSee

The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.

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Training Customers to Do It Themselves

ShepHyken

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

Beyond Philosophy

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

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Are Automation and AI the Same Thing in the Contact Center?

CCNG

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. These terms are thrown around and used interchangeably. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

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Creating a cohesive omnichannel customer support experience

Callminer

Technology allows for businesses to offer numerous contact methods to customers. Omnichannel customer support creates a bridge between each support channel to provide a cohesive customer experience.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Celebrating Artificial Intelligence, Its History and Evolution

Cisco - Contact Center

Artificial Intelligence (AI) Appreciation Day, celebrated on July 16th every year, recognizes the positive contributions of AI technology to humanity and encourages discussions about its ethics. This event is an opportunity to celebrate AI's history and evolution, with Cisco playing a significant role.

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Streamline generative AI development in Amazon Bedrock with Prompt Management and Prompt Flows (preview)

AWS Machine Learning

Today, we’re excited to introduce two powerful new features for Amazon Bedrock: Prompt Management and Prompt Flows, in public preview. These features are designed to accelerate the development, testing, and deployment of generative artificial intelligence (AI) applications, enabling developers and business users to create more efficient and effective solutions that are easier to maintain.

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Top 5 Customer Service & CX Articles for Week of July 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. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

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Lessons in Gaining C-Suite Support From a Veteran of the Board Room

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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QUI TAKEAWAY: Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

Bill Quiseng

QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

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Five strategies to supercharge your sales effectiveness

Callminer

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

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SVC Plants Seeds of Hope in Olango Island, Lapu-Lapu City During Its Mangrove Planting Initiative

Select VoiceCom Blog

The country is expected to face at least two to three typhoons this July and more in the coming months due to the potential La Niña event, as reported by the Philippine Atmospheric, Geophysical and Astronomical Services Administration ( PAGASA ). To prepare for tropical storms, Select VoiceCom partnered with Lapu-Lapu City Environment and Natural Resources Office to strengthen the coast of Barangay Sta.

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Eviden scales AWS DeepRacer Global League using AWS DeepRacer Event Manager

AWS Machine Learning

Eviden is a next-gen technology leader in data-driven, trusted, and sustainable digital transformation. With a strong portfolio of patented technologies and worldwide leading positions in advanced computing, security, AI, cloud, and digital platforms, Eviden provides deep expertise for a multitude of industries in more than 47 countries. Eviden is an AWS Premier partner , bringing together 47,000 world-class talents and expanding the possibilities of data and technology across the digital contin

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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8 AI Capabilities to Look for in a Contact Center Solution

Enghouse Interactive

Explore the top Talkdesk alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.

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How Risk Massively Impacts Customers’ Buying Decisions and What You Need to Do A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

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How to help CSMs succeed in 2024: a VP’s perspective

ChurnZero

Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals

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The top differences between call centers and contact centers

Callminer

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

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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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Meet Rojel Lunzaga: SVC’s First Titan of Excellence in Facilities and Safety

Select VoiceCom Blog

Select VoiceCom named Rojel Lunzaga the SVC Titan of the Month for June. He was the first-ever top performer to receive this prestigious award for his outstanding performance and dedication in the Facilities and Safety department. Rojel lived up to the title of the best among the rest, as he rose above the steep competition. This impressive mark only proved that he’s a talented and committed employee who contributed greatly to SVC’s success.

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Medical content creation in the age of generative AI

AWS Machine Learning

Generative AI and transformer-based large language models (LLMs) have been in the top headlines recently. These models demonstrate impressive performance in question answering, text summarization, code, and text generation. Today, LLMs are being used in real settings by companies, including the heavily-regulated healthcare and life sciences industry (HCLS).

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Top 3 Talkdesk Alternatives for CCaaS to Look at in 2024

Enghouse Interactive

Explore the top Talkdesk alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.

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The Critical Intersection of AI and Security: A Partnership Imperative

Cisco - Contact Center

AI without security poses significant risks, including data compromise and manipulation. Cisco encourages partners to prioritize security by design, transparency, and continuous monitoring to ensure AI's safe and effective integration into our lives.

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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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Remote Work Communication

VirtualPBX

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

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How to empower frontline employees with AI-driven feedback

Callminer

Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.

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Unlocking Efficient Communication – The Advantages of Chatbots

Comm100

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.