ShepHyken

APRIL 28, 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. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 176

Customer Service Advertising B2C Big data 176

Callminer

APRIL 30, 2024

Most companies still grapple with how to effectively collect and use customer data. This blog offers tips for cutting through the noise and use insights to drive meaningful business improvements?

182

182

CSM Magazine

APRIL 29, 2024

We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.

Airlines 104

Airlines Accountability Management Customer Service 104

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 96

Call Center Chatbots Virtual Agent Contact Center 96

Advertisement

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.

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.

Entertainment 162

Entertainment Consulting Consulting Surveys 162

AWS Machine Learning

APRIL 29, 2024

This is a guest post by Mark McQuade, Malikeh Ehghaghi, and Shamane Siri from Arcee. In recent years, large language models (LLMs) have gained attention for their effectiveness, leading various industries to adapt general LLMs to their data for improved results, making efficient training and hardware availability crucial. At Arcee , we focus primarily on enhancing the domain adaptation of LLMs in a client-centric manner.

APIs 94

APIs Healthcare Scripts Enterprise 94

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 94

Call Center Chatbots Virtual Agent Contact Center 94

Cisco - Contact Center

APRIL 30, 2024

In parts one and two of this AI blog series, we explored the strategic considerations and networking needs for a successful AI implementation.

93

93

Helpware

APRIL 30, 2024

Discover how Software Development as a Service (SDaaS) reinvents outsourcing so you can maximize development business value.

outsourcing 88

outsourcing 88

Advertisement

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

AnswerConnect

APRIL 30, 2024

Want to know if a live answering service could be the solution to grow your small business? Read on for everything you need to make the right decision. The post Are live answering services the key to small business growth? appeared first on AnswerConnect Blog.

Answering services 52

Answering services Customer Experience 52

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level.

Customer centricity 52

Customer centricity Analytics Customer Experience Metrics 52

CSM Magazine

APRIL 30, 2024

Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model.

SaaS 52

SaaS B2C Construction Consulting 52

Cisco - Contact Center

APRIL 30, 2024

Once upon a time, there were two Stanford University employees — a husband and wife — who weren’t able to email one another because their computers were on different networks.

52

52

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

Injixo

APRIL 30, 2024

Burnout poses a major challenge in contact centers. It impacts employees personally and the organization as a whole. Occupancy rate — the ratio of actual working time to available time — is often pinpointed as having a major influence on employee well-being in general, and on burnout in particular. The planning process has significant impact on occupancy, in several ways.

Contact Center 52

Contact Center Accountability Personalization Management 52

Kapta Customer Success

APRIL 29, 2024

Account managers can easily identify cross-sell and upsell opportunities with a white space analysis to increase customer retention and growth. Here’s how.

Customer retention 59

Customer retention Upselling Accountability Management 59

CSM Magazine

APRIL 30, 2024

As technology speeds ahead without looking back, it’s overhauling life as we know it—from everyday habits to job workflows down to basic human connections. One of the industries having the most profound impact is the healthcare sector. Digital innovation here is about fundamentally redefining the patient experience and engagement. Here, we’ll examine how digital transformation in healthcare changes patient engagement and improves health outcomes.

Healthcare 52

Healthcare Education Technology Analytics 52

Cisco - Contact Center

APRIL 30, 2024

The Social Impact Partner Spotlight series highlights various Cisco non-profit organization partners that are helping transform the lives of individuals and communities.

Education 52

Education 52

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

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 52

VirtualPBX

MAY 1, 2024

In the ever-evolving landscape of office communication, staying ahead means embracing innovation that seamlessly integrates with your existing infrastructure. We understands this need intimately. That’s why we’re thrilled to introduce the newest lineup in our hardware store of Yealink WiFi Desk Phones, the perfect complement to our contact center and business phone plans.

voip 52

voip Contact Center Accountability 52

CSM Magazine

APRIL 30, 2024

Digital tools are rapidly transforming how patients engage with their care and how providers deliver medical services. These tools are re-chiseling the very structure of the patient experience. They deliver enhanced communication, empower patients with information, and improve access and efficiency. The integration of digital technologies within the healthcare sector is moving the patient from a passive recipient of healthcare to an actively engaged, informed partner in their well-being.

Healthcare 52

Healthcare Wait times Chatbots Education 52

Cisco - Contact Center

APRIL 29, 2024

The Defense Information Systems Agency (DISA) plays a fundamental role in ensuring that the U.S.

Technology 79

Technology Government 79

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

TCN

MAY 1, 2024

If telemarketing were a game, with contact centers on one team and consumers on another, The post Understanding Auto Dialers and Do Not Call Lists in TCPA Compliance appeared first on TCN.

Telemarketing 52

Telemarketing Contact Center call center software Call Center 52

Calltools

MAY 1, 2024

Many candidates use political dialing campaigns, also known as phone banking, to reach out to their constituents. Setting up a successful political phone banking campaign requires much more than just signing up campaign volunteers to make the calls. You have to choose the right calling tools and ensure your campaign abides by federal and state regulations, too.

Banking 52

Banking Scripts Call Center Government 52

CSM Magazine

APRIL 29, 2024

Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.

Customer Experience 52

Customer Experience Morale Scripts Customer Service 52

Cisco - Contact Center

MAY 1, 2024

Organizations are shifting to observability over the entire application stack to achieve exceptional, secure, performant digital experiences Whether managing supply chains, transferring funds,… Read more on Cisco Blogs

52

52

Advertisement

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

Tethr

MAY 1, 2024

How to improve your chatbot's efficiency and performance with insights from conversation intelligence.

Chatbots 62

Chatbots 62

Help Scout

APRIL 30, 2024

Unlock the potential of your customer service with analytics, and explore data-driven strategies to improve your business operations.

Analytics 44

Analytics Customer Service 44

CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

Analytics 52

Analytics Metrics CRM APIs 52