ShepHyken
JULY 8, 2024
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.
Bill Quiseng
JUNE 26, 2024
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
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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
AWS Machine Learning
MARCH 4, 2024
Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Concentrix
JUNE 4, 2024
Company ranks 499 on the Fortune 500® list,based on 2023 revenue NEWARK, Calif. (June 4, 2024) – Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today proudly announces its debut on the prestigious Fortune 500® list, securing the 499th position.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
MAY 30, 2024
Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati
Select VoiceCom Blog
JULY 11, 2024
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.
24-7 InTouch
FEBRUARY 13, 2024
Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operationa
CSM Magazine
MARCH 26, 2024
Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.
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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.
Enghouse Interactive
JULY 23, 2024
Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.
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.
Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
ChurnZero
MAY 30, 2024
Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.
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!
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.
ConvergeOne
MARCH 21, 2024
Before we navigate through the dynamic infrastructure landscape, it is imperative to define the very foundation upon which these technological advancements are built. Infrastructure, in its essence, encompasses the fundamental framework of interconnected systems and resources that enable the seamless flow of data, communication, and operations within an organization or across networks.
Cisco - Contact Center
JULY 25, 2024
The need to support hyperscale data centers, pervasive cloud services, and AI workloads is changing the data center paradigm. Today’s data centers need to be scalable, energy efficient, and advance sustainability.
Momentum Telecom
JANUARY 9, 2024
Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.
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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.
Select VoiceCom Blog
JULY 3, 2024
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.
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.
CSM Magazine
MAY 29, 2024
Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.
Enghouse Interactive
JULY 25, 2024
Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.
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.
ShepHyken
FEBRUARY 20, 2024
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t
Bill Quiseng
JULY 24, 2024
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.
ChurnZero
JULY 9, 2024
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
AWS Machine Learning
JANUARY 26, 2024
Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Examples of applications include conversational search, customer support agent assistance , customer support analytics , self-service virtual assistants, chatbots , rich media generation , content moderation , coding companions to accelerate secure, high-performance software development , deeper insights from multim
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!
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
Cisco - Contact Center
MAY 30, 2024
The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.
Momentum Telecom
JUNE 4, 2024
New Offering Ensures Secure and Compliant Collaboration for Agencies and Contractors ATLANTA, June 4, 2024 – Momentum , a leading global managed services provider, is excited to announce the availability of PSTN (Public Switched Telephone Network) Calling and Conferencing services for Microsoft Teams for Government Community Cloud (GCC) High. This release marks a significant milestone in providing secure, reliable, and compliant collaboration solutions tailored for U.S. government agencies and c
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