Tethr

APRIL 17, 2024

Establish these first call resolution best practices to reduce operational costs and improve the customer experience.

First call resolution 77

First call resolution Best practices Contact Center Customer Experience 77

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk!

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Ambs Call Center

APRIL 17, 2024

A common question from people looking to hire a US Based Answering Service is “Where are you located?” Yet usually this isn’t the real question on their minds. They have a different concern, often several. But they don’t know how to ask it. Or they fear they might not be politically correct to voice what is on their mind.

Call Center 52

Call Center Answering services 52

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.

Engineering 123

Engineering Personalization Accountability Customer Experience 123

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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.

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? In today’s digital age, reaching potential customers by phone can feel like shouting into the void. With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates.

Call Center 52

Call Center Multichannel Benchmark CRM 52

TCN

APRIL 17, 2024

If you want to have an optimally successful contact center, you must deliver exceptional customer. The post Here’s Why Analytics is the Key to Improving Agent Performance appeared first on TCN.

Analytics 52

Analytics Contact Center call center software Call Center 52

Topdown

APRIL 15, 2024

The customer experience is multifaceted and takes into account every interaction that a customer has with a brand and organization. How customers engage and interact with various organizations on the market is also a part of the customer experience. The customer experience is an extremely important aspect in running any business. The ways in which brands deliver a high-quality customer experience, though, have had to evolve alongside the rest of the marketplace over the years.

Accountability 71

Accountability Customer Experience Marketing 71

Vistio

APRIL 14, 2024

With the proliferation of artificial intelligence (AI), contact center managers and customer experience professionals have raced to incorporate AI into contact center operations in an attempt to realize cost savings. The promise of AI to revolutionize customer service with minimal human intervention is enticing, but the road to successful implementation is often fraught with pitfalls.

Contact Center 52

Contact Center Best practices Chatbots Technology 52

Outsource Consultants

APRIL 15, 2024

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Here’s why political call center procurement is unique, and what to consider when making your choice: Target the Right Audience, Through the Right Channel, at the Right Time Not all call centers are created equal.

Call Center 67

Call Center Telemarketing Self service Surveys 67

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

ShepHyken

APRIL 16, 2024

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.

Customer Service 346

Customer Service Personalization Customer Experience 346

Beyond Philosophy

APRIL 18, 2024

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: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

Surveys 154

Surveys Personalization Employee engagement Customer Service 154

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. The Asia-Pacific Stevie Awards recognize innovation in the workplace in all 29 markets of the Asia-Pacific region. IntouchCX was awarded Gold in: Innovative Achievement in International Expansion Most Innovative Contact Center of the Year Most Innovative Customer Serv

Contact Center 105

Contact Center Technology Sales Management 105

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.

Customer Experience

ShepHyken

APRIL 14, 2024

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. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

AWS Machine Learning

APRIL 18, 2024

This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.

Enterprise 98

Enterprise Analytics Metrics Accountability 98

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 2 of our series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes w

Technology 99

Technology Brand ambassadors Contact Center Multichannel 99

A Better Answer

APRIL 18, 2024

Professional call handling is a nuanced strategy that transforms every customer interaction into an opportunity to strengthen brand loyalty and enhance satisfaction. It operates on the premise that each call is not just a query or concern but a pivotal touchpoint with your brand. By prioritizing elements like empathetic communication, prompt issue resolution, and personalized service, businesses can significantly elevate the quality of their customer interactions.

Technology 91

Technology Personalization Customer Service 91

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!

Feedback

Cisco - Contact Center

APRIL 17, 2024

AI is transformative, driving huge productivity gains. The engine of AI — the data center — will grow substantially, maybe an order of magnitude or more over the coming years.

Engineering 91

Engineering 91

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. It employs advanced deep learning technologies to understand user input, enabling developers to create chatbots, virtual assistants, and other applications that can interact with users in natural language.

Management 91

Management Construction APIs Chatbots 91

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it out. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. The issue? KPI tunnel vision is holding your CX initiatives back.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Ambs Call Center

APRIL 18, 2024

If you’ve found having to stay up late to answer work calls tiring, you're not alone. You've also likely heard of the solution: an after hours answering service.

Answering services 73

Answering services Real estate Management 73

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.

Contact Center

Cisco - Contact Center

APRIL 15, 2024

The ability to generate NetFlow from devices that do not natively produce it along with significant storage efficiency and improved workflows make for a significant update to CTB.

Analytics 98

Analytics 98

AWS Machine Learning

APRIL 18, 2024

See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. 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.

APIs 71

APIs Accountability Analytics Entertainment 71

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Cisco - Contact Center

APRIL 18, 2024

Cisco’s advocacy community, Cisco Insider Advocates , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn … Read more on Cisco Blogs

Personalization 77

Personalization Marketing 77

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. These are revenue roadblocks. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62