Sat.Jun 15, 2024 - Fri.Jun 21, 2024

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A Simple Fix to Employee Disengagement: Cut the Crap

CCNG

For too long, organizations have paid lip service to platitudes like “we’re all in this together” and “our employees are our greatest asset.” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren’t fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.

Metrics 195
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Top 5 Customer Service & CX Articles for Week of June 17, 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. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

Education 103
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Campaign Spotlight: Driving Demand with Marketing Velocity Central and User Protection Campaign

Cisco - Contact Center

User Protection challenges security buyers; they add vendors for new threats, increasing IT complexity. Cisco and partners aim to simplify with a holistic user protection strategy.

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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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Streamline financial workflows with generative AI for email automation

AWS Machine Learning

Many companies across all industries still rely on laborious, error-prone, manual procedures to handle documents, especially those that are sent to them by email. Despite the availability of technology that can digitize and automate document workflows through intelligent automation, businesses still mostly rely on labor-intensive manual document processing.

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Boost Your Auto Insurance Contact Center Efficiency With AI Insights

MiaRec

Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction.

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How to Monitor Network Traffic: Findings from the Cisco Cyber Threat Trends Report

Cisco - Contact Center

The Cisco Cyber Threat Trends report examines malicious domains for trends and patterns. See what the data tells us about the threat landscape.

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Voice Biometrics for the Contact Center: Part 1

The Northridge Group

Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. Fingerprints, for instance, were utilized in ancient Babylon for business transactions. Today, biometrics encompasses a broader range of unique traits, including fingerprints scans, facial recognition, iris scans, and voice patterns.

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15 Proven Ways to Reduce Your Call Center Cost

OctopusTech

Call centers are a major expense for many businesses. When managing a call center, you will have to deal with numerous expenses. Cost of staff, technology, and other overhead expenses are to name a few. However, there are many effective strategies companies can use to lower their call center costs without sacrificing customer experience. Here are 15 proven methods that you can follow to ensure call center cost savings. 1.

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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 automation to revolutionize outdated call review processes!

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2024 Contact Center Technology Award To VirtualPBX

VirtualPBX

At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.

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Mastering Nutanix Hyperconverged Infrastructure on Cisco’s Black Belt Academy

Cisco - Contact Center

Cisco's collaboration with Nutanix redefines hyperconverged infrastructure. Get ahead in this new era with certification from Cisco Black Belt Academy.

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The Right Sales Training is Essential to Educating and Motivating Sales Teams

Integrity Solutions

Why are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if motivating sales teams was tied directly to sales training and increasing their ability develop stronger customer relationships and sell more.

Sales 55
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Employee Benefit Trends in Customer Service: What’s Changing and Why It Matters

CSM Magazine

Employee benefits have become an invaluable means of recruiting and retaining top talent. In fact, according to statistics, 73% of employees would remain in a company if they had adequate employee benefits. The customer service industry, long known for high turnover rates and taxing jobs, has recently witnessed a marked shift in its benefit packages for employees.

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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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Optimising Availability of Your Human Delivered Customer Service

Brainfood

Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions highlighting how they needed to recruit more front-line advisors in response to a significant increase in inbound volumes. This reconfirmed that human contact remains a growing priority for consumers. Moreover, I don’t see the kind of life challenges driving this need as ones likely to go away anytime soon.

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Deeper Service-centric Visibility Drives New Revenue and Simplifies Operations

Cisco - Contact Center

The addition of service-centric assurance brings a deeper, more precise, and real-time view of network and service performance for service providers and enterprises that run complex critical… Read more on Cisco Blogs

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SVC Honors 118 Super Dads With Tokens of Love and Gratitude This Father’s Day

Select VoiceCom Blog

At Select VoiceCom, Father’s Day is more than just another occasion this June. It’s a once-a-year event to honor all SVC fathers from different campaigns and departments for their hard work on and outside the production floor. We know the practical needs of Gen X and Millennial dads like them. So, on this special day, we surprised 118 super dads with a handy kit with custom-made tools they can use all the time, whether they’re at home, at work, or on the go.

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SoftBank Unveils AI Filter to Shield Workers from Customer Anger

CSM Magazine

Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls. Whenever a frustrated caller gets on the line, this technology kicks in, gradually shifting their inflamed tone to a more level-headed pitch, helping to ease tensions.

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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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NobelBiz Wins 2024 CUSTOMER Contact Center Technology Award for NobelBiz OMNI+

NobelBiz

We are thrilled to announce that NobelBiz has been honored with the prestigious 2024 CUSTOMER Contact Center Technology Award for our innovative product, NobelBiz OMNI+. This award, presented by TMC’s premier publication, CUSTOMER magazine, recognizes the best in customer service-enhancing technology solutions. Recognition of Excellence in Contact Center Technology The 2024 Contact Center Technology Award celebrates companies whose products or services significantly improve the processes of ent

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Stay Compliant: Cisco Secure Workload Introduces State-of-the-art, Persona-based Reporting

Cisco - Contact Center

Traditional workload security tools often fail to provide metrics tailored to the distinct needs of SecOps, Network Administrators, or CxOs.

Metrics 84
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AI Assist for ConcentrixCX

Concentrix

AI Assist empowers users of our leading VOC platform to be data investigators. See how insights are unlocked unlike ever before in this video.

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Verizon Utilizes GenAI to Enhance Customer Loyalty

CSM Magazine

With an eye on boosting customer retention, Verizon is harnessing the power of generative AI. By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. The technology has 1,500 individualized data points tied to your phone number and its accuracy in predicting the reason behind a customer’s call stands at an impressive 80%.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Apply the REACH Framework to drive expansion in customer success

ChurnZero

Does your customer success team own and drive expansion revenue? You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. What’s holding customer success back on driving expansion? After all, CS has the customer relationships and insights to drive expansion thoughtfully, the health scores and product usage data to spot opportunities, the best understanding of customer needs, and the customer trust earned thro

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Juneteenth: A Day of Reflection, Celebration, and Commitment

Cisco - Contact Center

Celebrate Juneteenth with Cisco's commitment to diversity and inclusion, fostering a culture of equity and respect, and empowering communities for a future where every dream can become a reality.

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10 Essential Steps to Scaling Retail Customer Service [Checklist Included]

Working Solutions

Delivering outstanding customer service is a recipe for success in the retail industry. As retail businesses grow and evolve, so does the demand for exceptional customer experiences. This essential checklist is designed to be your trusted companion for effectively scaling your retail customer service operations.

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How to Analyze the Results of a Phishing Awareness Test?

CSM Magazine

Phishing attacks continue to be a significant threat to organizations worldwide. To tackle this issue and minimize the risk of falling victim to such attacks, many businesses conduct phishing awareness tests. These tests, such as Hook Security’s phishing test for employees , involve sending simulated phishing emails to employees, assessing their responses, and identifying potential vulnerabilities.

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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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SVC’s 15th Year Milestone: Committing 150,000 Hours to Serve 15 Communities Over 15 Months

Select VoiceCom Blog

Since 2007, Select VoiceCom has been on a mission to empower people and businesses to succeed. For the past 15 years, we have been building meaningful partnerships and providing our clients with effective outsourcing solutions they need to thrive in their industries. Looking back, it was like a dream too high to reach. But right now, we can say we’re living our vision—to become a trusted partner for small and large organizations across the globe.

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European Cyber Resilience: How the EU Can Patch the Weak Spots in its Collective Armour

Cisco - Contact Center

This blog delves into two crucial issues for EU policymakers to enhance Europe's cyber resilience: unsupported connected devices within critical infrastructure networks and the handling of discovered vulnerabilities by government agencies.

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How AI Can Help Health & Life Insurance Contact Centers Streamline Data Capture & Entry Workflows

MiaRec

Are your agents struggling to correctly and quickly capture all the information required? You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows.