Tue.Oct 10, 2023

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Five live chat service trends for small businesses

AnswerConnect

Discover the latest live-chat-service trends for small businesses and learn about the shortcomings of AI in effective customer service The post Five live chat service trends for small businesses appeared first on AnswerConnect Blog.

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Price Is Only Relevant in the Absence of Value

ShepHyken

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

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Three trends impacting the insurance customer experience

Callminer

From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.

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Momentum Announces Definitive Agreement to Acquire G12 Communications

Momentum Telecom

Acquisition Enhances Momentum’s Voice-Enabled Microsoft Teams Offer and Boosts Collaboration Market Leadership ATLANTA – October 10, 2023 – Momentum , a leading global provider of managed services and next-gen managed network solutions, today announced it has entered a definitive agreement to acquire G12 Communications , a Seattle-based provider of voice-enabled and Operator Connect Microsoft Teams solutions.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Do Less Market Research But Know Much More About Your Customers

C3Centricity

Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.

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Top 10 Upselling and Cross-Selling Strategies for 2023

Helpware

Chasing greater revenue, a fusion of traditional tactics and innovative technology stands paramount. Explore upselling techniques, where customers are enticed to consider superior product versions, and suggestive selling, where add-on options enhance the core purchase.

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The Real Value of VoC Programs

Cyara

As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances are that you are capturing customer feedback across all of your contact center channels, summarizing it and then presenting the data on a dashboard, which is reported to your leadership on a regular basis.

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How Artificial Intelligence Can Enhance Your Cyber Security Program

ConvergeOne

I’ve covered the risks that AI can introduce to your organization. Now, let’s discuss the ways that AI can be utilized to bolster your cyber security program.

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Introducing Provide Support pricing update

Provide Support

Provide Support, LLC has been offering live chat software for websites for almost 20 years. Our service is known to be the one of the most reliable on the market with 99.99% uptime.

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Reimagine Your Communications With A Unified Platform

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.

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Stay Focused – Don’t Be Distracted by Bright, Shiny Objects

Cisco - Contact Center

This year marks the 30 th anniversary of National Cyber Security Awareness Month (NCSAM). You remember that phrase…the more things change, the more they stay the same?

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The Box That Fits All: Exploring the Benefits of Custom Shipping Boxes

CSM Magazine

When it comes to getting your stuff from point A to point B safely, the humble shipping box is an unsung hero. In today’s global economy where everything from fancy china to flat-pack furniture travels thousands of miles, having sturdy boxes is crucial. Whether you’re an e-commerce seller mailing products to customers or you’re packing up your life for a big move, choosing the right boxes makes a big difference.

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CLI LAUNCHES PROPRIETARY VIDEO INTERPRETING PLATFORM

Certified Languages International

MERFi will provide clients with seamless interpretation services with access to 230+ spoken languages plus American Sign Language and 24/7 support. PORTLAND, Ore. (Oct. 10, 2023) — Certified Languages International (CLI), a leader in the remote interpretation and language services industry, announces the rollout of MERFi , a proprietary video remote interpreting (VRI) platform, effectively migrating its existing clientele from a third-party VRI service in use since 2013.

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Understanding the Difference Between Accounting and Bookkeeping Services

CSM Magazine

Accounting vs bookkeeping – what’s the difference? These two terms often get used interchangeably, but they refer to distinct financial management roles. While both are critical for business success, understanding how accounting and bookkeeping services differ is key. In this article, we’ll explain the unique functions of each. You’ll learn about their different scopes of work, required skills, reporting depth, and legal requirements.

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The Open CCaaS Advantage Report

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.

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A New Tool for Your Interpreter Toolbox: The Remote Interpreter

Certified Languages International

Our QA Department recently received a shipment of The Remote Interpreter: An International Textbook, Vol. 1, Foundations in Remote Interpreting. Our team comprises eight highly skilled interpreter/QA specialists with over 100 years of interpreting experience combined. In fact, many of our QA specialists still provide remote interpretation services daily.

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Custom Payment Solutions: Your Competitive Edge in a Digital World

CSM Magazine

These days, with life moving so fast and new technology coming out all the time, how we pay for things keeps changing. Companies are always trying to use the latest digital tools to get ahead. So creating customized payment solutions tailored to their needs is becoming the key advantage for businesses wanting to stand out from the crowd. In this article, we’ll look at how these specialized payment systems are transforming the payment processing world.

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Ethical Considerations Of Using Conversational AI In Healthcare: Privacy, Security And Trust

kommunicate

Last Updated on October 10, 2023 Artificial intelligence has been in the news a lot recently, especially since the launch of ChatGPT and Bard. Conversational AI, which is a subset of artificial intelligence, is also making incremental leaps every day. Conversational AI allows for natural conversations between humans and machines. It has made significant inroads [.

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Encoded Approved as Visa Direct Preferred Partner

CSM Magazine

Encoded, a leading provider of payment orchestration and gateway solutions , today announced its new partnership with Visa and approval as a Visa Direct Preferred Partner. As a Visa Direct Preferred Partner, Encoded is able to offer instant peer-to-peer payments via its Gateway Services API, as a well as being able to leverage the expertise and insight of the Visa Direct team to provide an exemplary money movement solution to customers.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Call center automation: How to improve customer service

Tethr

Learn how businesses are using call center automation to increase efficiency without sacrificing quality of care.

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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

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Help Desk Scripts: Check 30+ Templates And Examples Inside

Knowmax

Explore 30+ ready-to-use help desk scripts examples & templates and discover best practices to enhance your customer service interactions.

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AmplifAI, Our Gartner ® Hype Cycle™ Takeaways, and the AI-Driven Workforce

Amplifai Coaching Category

Coaching all employees effectively is necessary to impact the bottom line—and AI is poised to uplift every worker in the contact center.

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Contact Center Dialers Demystified

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.

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Tips, Scripts, & Phrases For Wow Customer Service Conversations

Knowmax

Check Out The Tips, Scripts, and Phrases For Best Customer Service Conversations With Examples Inside And Learn The Top 5 Things To Avoid.

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Reinventing a cloud-native federated learning architecture on AWS

AWS Machine Learning

Machine learning (ML), especially deep learning, requires a large amount of data for improving model performance. Customers often need to train a model with data from different regions, organizations, or AWS accounts. It is challenging to centralize such data for ML due to privacy requirements, high cost of data transfer, or operational complexity. Federated learning (FL) is a distributed ML approach that trains ML models on distributed datasets.

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Streamlining Quarterly Business Reviews (QBRs) with Key Accounts: The Playbook Approach

SmartKarrot

In today’s competitive business landscape, retaining key accounts is crucial. Streamlining Quarterly Business Reviews (QBRs) with key accounts through a playbook approach not only strengthens client relationships but also fosters customer success. This approach ensures that both parties align on objectives, expectations, and value delivered, effectively driving account retention and expansion.

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New – No-code generative AI capabilities now available in Amazon SageMaker Canvas

AWS Machine Learning

Launched in 2021, Amazon SageMaker Canvas is a visual, point-and-click service that allows business analysts and citizen data scientists to use ready-to-use machine learning (ML) models and build custom ML models to generate accurate predictions without the need to write any code. Ready-to-use models enable you to derive immediate insights from text, image, and document data (such as sentiment analysis, document processing, or object detection in images).

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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The Role of Playbooks in Reducing Customer Churn Rates

SmartKarrot

One of the most common concerns of account managers or customer success managers is the issue of customer churn. Customers are inundated with options, making it easier than ever for them to switch to a competitor. A high churn rate can be detrimental, not just because it signifies lost customers, but due to its economic implications. From an economic standpoint, the costs associated with introducing a new client to a business considerably outweigh the costs of maintaining an existing one.

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Enhancing User Experience: Tips for Personalizing Your Customer Success Playbooks

SmartKarrot

Customer success has evolved significantly over the past decade. No longer seen merely as a reactive function, it’s now regarded as a proactive strategizing and execution that has KPIs related to user satisfaction, loyalty, and product adoption. As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy.