NobelBiz

APRIL 11, 2023

As customer service demands continue to grow, contact centers are constantly on the lookout for innovative solutions to enhance their operations. ChatGPT, the advanced AI language model developed by OpenAI, has emerged as a promising tool for contact centers to improve customer interactions and streamline processes. This article delves into the potential of ChatGPT in contact centers and how it can revolutionize the customer service landscape.

Contact Center 52

Contact Center Chatbots Contact center software Customer Support 52

ShepHyken

APRIL 11, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

Customer Service 338

Customer Service Employee engagement 338

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ThriveableBiz

APRIL 11, 2023

This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.

Advertising 98

Advertising Marketing Sales Personalization 98

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

Call Center

Method:CRM

APRIL 11, 2023

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.

Banking 94

Banking Wait times Accountability CRM 94

ConvergeOne

APRIL 11, 2023

We've had the opportunity, through multiple client engagements, to see how companies are utilizing their cloud services and a first-hand view of how many organizations would benefit from a structured approach to cloud computing cost savings. Some corrections are straightforward, and some require rethinking how cloud services are implemented. With that in mind, we wanted to walk you through everything you need to know about managing, monitoring, and reducing the cost of cloud computing services.

Management 78

Management 78

Cisco - Contact Center

APRIL 11, 2023

Today’s transportation blog is guest authored by Andreas Nordgren, Leader, Business Development, Cisco Meraki.

Transportation 98

Transportation 98

AWS Machine Learning

APRIL 11, 2023

Financial services, the gig economy, telco, healthcare, social networking, and other customers use face verification during online onboarding, step-up authentication, age-based access restriction, and bot detection. These customers verify user identity by matching the user’s face in a selfie captured by a device camera with a government-issued identity card photo or preestablished profile photo.

APIs 77

APIs Accountability Government Healthcare 77

Helpware

APRIL 11, 2023

The gaming market has exploded over the past decade. According to Statista , The worldwide gaming industry is projected to reach a value of $268.8 billion per year by 2025, increasing from $178 billion in 2021. This exponential growth is celebrated by gaming companies, but remember: every user is a potential threat to reputation if things go wrong. With the power of social media at our fingertips, anyone can raise concerns or complaints that can harm the reputation of gaming brands.

Marketing 76

Marketing 76

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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.

AWS Machine Learning

APRIL 11, 2023

Developing web interfaces to interact with a machine learning (ML) model is a tedious task. With Streamlit , developing demo applications for your ML solution is easy. Streamlit is an open-source Python library that makes it easy to create and share web apps for ML and data science. As a data scientist, you may want to showcase your findings for a dataset, or deploy a trained model.

Scripts 73

Scripts Automotive Engineering Healthcare 73

MiaRec

APRIL 11, 2023

Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.

Contact Center 87

Contact Center 87

SQM Group

APRIL 11, 2023

We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.

Call Center 84

Call Center 84

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

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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

Concentrix

APRIL 11, 2023

Find out how to impact your overall customer experience as well as performance and efficiency with AI powered process optimization.

Customer Experience 71

Customer Experience 71

Tethr

APRIL 11, 2023

Want your call center to access real-time conversation intelligence as they're on a call? Learn about Tethr's new Tethr Live platform.

Analytics 62

Analytics Call Center 62

Concentrix

APRIL 11, 2023

Improve operational efficiency and customer satisfaction with the intelligent automation technology of the Concentrix Email Bot.

Technology 62

Technology 62

Cisco - Contact Center

APRIL 11, 2023

As we set our sights on HIMSS 2023, one thing is clear.

Technology 88

Technology Healthcare 88

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

24-7 InTouch

APRIL 11, 2023

Did you know that 76% of consumers are more likely to recommend and repurchase from a brand that offers a personalized customer experience (CX)? As a startup or high-growth brand, your main focus is on delivering leading-edge technology and services. That being said, CX might not be at the top of your to-do list — but it should be. Building brand loyalty and awareness early on is key to your success, and a personalized CX strategy can help you achieve that.

Personalization 52

Personalization Brand ambassadors Customer Experience Analytics 52

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark. No insights on what customers like or dislike about your product, the support they receive, or any other areas of your business.

Best practices 52

Best practices Feedback Surveys Airlines 52

AnswerConnect

APRIL 11, 2023

We talked to Luke Milligan of Zen Windows about selling digitally, running a multi-location franchise, and working with “grownups.” The post Client Spotlight – Zen Windows appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

CSM Magazine

APRIL 11, 2023

De-escalation techniques are important skills for individuals to possess in any workplace setting. Knowing how to defuse tense situations can help prevent conflicts from escalating into violence or other negative outcomes. There are a variety of key workplace de-escalation techniques that can be useful for anyone to practice. There are also online de-escalation training sessions to teach employees how to best handle conflict.

Construction 52

Construction Personalization 52

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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

SQM Group

APRIL 11, 2023

We provide insights into what EI is, how to determine your IE, and how to use EI in call center interactions to improve customer service and satisfaction.

Call Center 52

Call Center Customer Service 52

Concentrix

APRIL 11, 2023

Discover the reasons, broken out by job title, why executives should care about APIs.

APIs 62

APIs 62

Cisco - Contact Center

APRIL 11, 2023

After a brief hiatus, it’s back by popular demand! The #WeAreCisco #LoveWhereYouWork Contest has officially launched!

52

52

Contact Center Pipeline

APRIL 11, 2023

Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot content. I help companies create useful, readable knowledge content for internal and external customers.

Chatbots 26

Chatbots Customer Care Customer Service Customer Experience 26

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

SmartKarrot

APRIL 11, 2023

Role: Head of Customer Success Location: Germany (Remote) Organization: Fyrfeed As a Head of Customer Success, you oversee creating a successful client journey from onboarding through churn and maintaining it over time. KPIs for clients: You may get a clear picture of which customers are satisfied and how by using measurable KPIs, and you can extract precise actionable suggestions to further enhance the customer experience.

Accountability 19

Accountability Management Customer Support Technology 19

AWS Machine Learning

APRIL 11, 2023

RStudio on Amazon SageMaker is the first fully managed cloud-based Posit Workbench (formerly known as RStudio Workbench). RStudio on Amazon SageMaker removes the need for you to manage the underlying Posit Workbench infrastructure, so your teams can concentrate on producing value for your business. You can quickly launch the familiar RStudio integrated development environment (IDE) and scale up and down the underlying compute resources without interrupting your work, making it easy to build mach

Accountability 87

Accountability Management APIs Best practices 87

SmartKarrot

APRIL 11, 2023

Role: Head of Customer Success Location: Germany (Remote) Organization: Fyrfeed As a Head of Customer Success, you oversee creating a successful client journey from onboarding through churn and maintaining it over time. KPIs for clients: You may get a clear picture of which customers are satisfied and how by using measurable KPIs, and you can extract precise actionable suggestions to further enhance the customer experience.

Accountability 15

Accountability Management Customer Support Technology 15