ShepHyken

MAY 5, 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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 179

Customer Service B2C B2B Customer Care 179

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

Sales 222

Sales Customer Experience Management 222

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

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 105

voip Contact Center Accountability 105

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.

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 105

Call Center Chatbots Virtual Agent Contact Center 105

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 222

Entertainment Consulting Consulting Surveys 222

Cisco - Contact Center

MAY 3, 2024

Embark on an enhanced learning journey with the Cisco Black Belt Academy—a transformative platform designed to give you a competitive edge in the dynamic Cisco ecosystem.

Management 98

Management 98

TeleDirect

MAY 6, 2024

What is an outbound call center, and how can it help a business grow? Your friends at TeleDirect have all the information you need for success. Get started today! What is an Outbound Call Center? Chances are, you’ve heard of a call center or a contact center. These are platforms where a business can direct all of its customer communication. Some businesses run these platforms from within their own premises, while others outsource to a remote provider.

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

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 104

Call Center Chatbots Virtual Agent Contact Center 104

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

Interactions

MAY 6, 2024

The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new set of challenges.

Customer Service 62

Customer Service Banking Wait times Self service 62

AWS Machine Learning

MAY 2, 2024

Personalized customer experiences are essential for engaging today’s users. However, delivering truly personalized experiences that adapt to changes in user behavior can be both challenging and time-consuming. Amazon Personalize makes it straightforward to personalize your website, app, emails, and more, using the same machine learning (ML) technology used by Amazon, without requiring ML expertise.

Personalization 81

Personalization Engineering Accountability Management 81

Cisco - Contact Center

MAY 2, 2024

Get AI-ready with sessions on the latest solution advancements Visit the DevNet Zone at Cisco Live Register for sessions With the advent of multi-cloud architectures, microservices, and AI supported … Read more on Cisco Blogs

98

98

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Request pricing now. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? If you want your brand to succeed, it must be someone who understands and respects customer service.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

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

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 74

Contact Center Personalization Quality management Management 74

OctopusTech

MAY 3, 2024

Intro Alright, we’ve got to start this one with a pretty wild statistic – WordPress now powers over 43% of websites globally. 43%! That’s essentially nearly half the internet running on WordPress. When you really think about it, that market share isn’t too surprising though. WordPress just works. It’s user-friendly, flexible, and has a robust ecosystem of plugins/themes to build virtually any kind of website.

Consulting 62

Consulting Consulting Engineering Marketing 62

Helpware

APRIL 30, 2024

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

outsourcing 90

outsourcing 90

Cisco - Contact Center

MAY 1, 2024

Did you ever ask ChatGPT how it was programmed? Or which programming language might be useful when you are about to create or test new AI application features?

105

105

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

Tethr

MAY 1, 2024

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

Chatbots 87

Chatbots 87

delighted

MAY 6, 2024

You can write the perfect survey questions, but the real key to capturing feedback is targeting the right customers at the right time. For years, the Delighted SDK has allowed you to do just that by displaying surveys within your iOS apps, but today, we’re taking it up a notch. Introducing: the Delighted Android SDK. Understand your mobile app users at all stages of the customer journey, whether it’s the first time they log in, after they make an in-app purchase, or every three months, just to c

Surveys 52

Surveys Engineering Feedback Metrics 52

OctopusTech

MAY 3, 2024

Introduction Magento is a hugely popular ecommerce platform, powering over 250,000 online stores worldwide. And it’s not hard to see why – the flexibility and customization options Magento offers are second to none. But here’s the thing – having a Magento site alone doesn’t guarantee success these days. With so much competition in the ecommerce space, your website’s design and user experience are absolutely crucial for attracting new customers and turning pros

Abandon rate 62

Abandon rate Engineering Sales Personalization 62

Ambs Call Center

MAY 6, 2024

This blog was originally published on 7/10/16 and has been updated for relevance. When a business decides they need to hire a phone answering service or virtual receptionist, they are often anxious to start right away.

Answering services 52

Answering services 52

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

MAY 3, 2024

On behalf of Cisco, I am proud to announce the promotions of Gary DePreta to the role of Senior Vice President of U.S. Public Sector Sales and Mike Witzman to Senior Director of U.S.

Sales 94

Sales Government 94

CSM Magazine

MAY 6, 2024

Online popup builders have become effective tools for creating interesting and dynamic experiences that increase user engagement, conversions, and brand loyalty. In this article, we will examine the capabilities of online popup builders, highlighting their features and advantages and presenting examples of top platforms that help businesses design attractive popups.

Analytics 52

Analytics Construction CRM Advertising 52

24-7 InTouch

MAY 3, 2024

The modern workplace confronts a pervasive mental health crisis exacerbated by shortages in professional and accessible care, all of which is compromising well-being and demanding enterprise organizational intervention. In exploring a variety of technologies for addressing this challenge, a pilot study was done in partnership with Lua Health using their intelligent stress detection and monitoring tool.

Enterprise 52

Enterprise Metrics Technology Personalization 52

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Last month, ChurnZero CEO You Mon Tsang and SaaS Capital managing director Rob Belcher dug into the findings of the latest survey—now in its 13th year—to unpack its data and what it means for CS teams.

SaaS 52

SaaS Benchmark B2B Surveys 52

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Ambs Call Center

MAY 6, 2024

Most people who know they need a telephone answering service don’t know how to pick one. They realize the value of a live person answering their calls but they don’t know what to do next. Here are some quick tips on how to shop for an answering service.

Answering services 52

Answering services Personalization 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

Management 96

Management 96

CSM Magazine

MAY 6, 2024

In today’s digital age, the idea of starting a company remotely has become not just a possibility but a popular choice for many aspiring entrepreneurs. With the rise of technology and the increasing acceptance of remote work, the barriers to launching a business from anywhere in the world have significantly diminished. Whether you’re a digital nomad, a stay-at-home parent, or just prefer the flexibility of working from home, opening a company remotely offers many opportunities.

Finance 52

Finance Banking Accountability Technology 52