Beyond Philosophy

APRIL 26, 2024

In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import

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Personalization 222

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 24, 2024

Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.

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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

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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.

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

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

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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 90

APIs Healthcare Scripts Enterprise 90

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

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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

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.

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Helpware

APRIL 30, 2024

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

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outsourcing 88

Tethr

APRIL 24, 2024

Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.

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Coaching Call Center Feedback 94

AWS Machine Learning

APRIL 24, 2024

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the post A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction , we presented a question answering bot solution using a Retrieval Augmented Generation (RAG) pipeline with a fine-tune

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Engineering Feedback Construction Analytics 98

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

APRIL 26, 2024

The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.

Enterprise 71

Enterprise Quality management Management 71

BlueOcean

APRIL 24, 2024

The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.

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Contact Center outsourcing Government Customer Care 71

Cisco - Contact Center

APRIL 25, 2024

Embark on the Industry 4.0 revolution, where AI and ML supercharge automation and data analytics blend with robust cybersecurity and human-machine collaboration.

Analytics 81

Analytics Wireless 81

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.

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Scripts Customer centricity Chatbots Technology 62

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

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.

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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.

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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 26, 2024

In the highly dynamic and ever-evolving world of enterprise computing, data centers serve as the backbones of operations, driving the need for powerful, scalable, and energy-efficient server… Read more on Cisco Blogs

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Enterprise 70

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

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.

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Contact Center Accountability Personalization Management 52

OctopusTech

APRIL 24, 2024

Think of the Shopify platform as a virtual marketplace where you open your own “shop.” It is like having an e-commerce store at the center of an online mall with traffic from all corners of the world. For each organization or organization interested in going through the e-commerce route, it’s important to know how much Shopify costs. It is all about learning the terrain of financials.

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Technical Support Management 62

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.

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Healthcare Education Technology Analytics 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

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.

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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.

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Feedback Construction B2B Call Center 52

SharpenCX

APRIL 24, 2024

Learn how contact centers can prepare their CX for the AI future by incorporating usable AI into their agent experience.

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Contact Center Customer Service Customer Experience 67