Global Response

OCTOBER 2, 2023

Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios : On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely get a solution quickly; but if you have a more complicated problem, you shouldn’t expect any sympathy or accommodation from them.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for small teams to manage.

Call Center 62

Call Center Management Airlines outsourcing 62

AnomalySquared

OCTOBER 2, 2023

In today's fast-paced business world, customer engagement has become a crucial factor for the success of any organization. Engaged customers are more loyal, spend more, and promote your brand to others. While there are various strategies to improve customer engagement, one that stands out is call center outsourcing. Here we'll explore how outsourcing your call center operations can be a game-changer in enhancing customer engagement.

outsourcing 104

outsourcing Call Center Customer Service Customer Experience 104

CustomerServ

OCTOBER 4, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality.

Call Center 62

Call Center 62

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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Avoxi

OCTOBER 4, 2023

Guide Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach In today’s highly interconnected world, businesses are facing challenges aligning who they need to contact with the best way to reach them. And part of the problem is a seemingly very simple piece of the puzzle – your business phone numbers. When juggling… The post Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach appeared first on AVOXI.

Best practices 62

Best practices Contact Center 62

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.

Customer Service 124

Customer Service Customer Experience 124

SQM Group

OCTOBER 4, 2023

AI can be applied in various ways to automate post-call surveys and integrate with call center Quality Assurance (QA) processes.

Surveys 91

Surveys Call Center 91

JustCall

OCTOBER 4, 2023

Introduction If you’re running a business, you’ve probably felt the sting of customers leaving, right? It’s a challenge we all face, no matter how big or small a venture is. When customers bid goodbye, it can throw a wrench in our growth and earnings. One powerful solution that businesses can fall back on for customer churn prevention is conversation intelligence.

Customer retention 52

Customer retention Feedback Upselling Sales 52

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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

CCNG

OCTOBER 4, 2023

In 1979, a relatively unknown band, The Buggles, released their hit song “Video Killed The Radio Star”. Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). WILL AI KILL THE CX STAR? I THINK NOT. The advent of AI, especially generative AI, has placed the CX world on the very brink of a revolution unlike anything else we have ever seen before… Well, except for process automation… Oh, and the internet… And the PABX

CCNG 195

CCNG Engineering Chatbots Education 195

Beyond Philosophy

SEPTEMBER 30, 2023

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.

Customer Experience 195

Customer Experience 195

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company.

Customer Support 198

Customer Support outsourcing Upselling Customer retention 198

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

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

AWS Machine Learning

OCTOBER 6, 2023

Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 114

Personalization Engineering Construction Transportation 114

Cisco - Contact Center

OCTOBER 5, 2023

Have you ever been at a party and enjoyed the sampler platter so much that you kept going back for more? Just me? That’s okay. Today, I’ve prepared a s morgasbord* of the latest Cisco U.

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98

ShepHyken

OCTOBER 1, 2023

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 comment about each article and would like to hear what you think too. Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguis

Customer Service 161

Customer Service Average Handle Time Contact Center Metrics 161

Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

Feedback 98

Feedback Customer Experience 98

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

AWS Machine Learning

OCTOBER 5, 2023

Large language models (LLMs) have captured the imagination and attention of developers, scientists, technologists, entrepreneurs, and executives across several industries. These models can be used for question answering, summarization, translation, and more in applications such as conversational agents for customer support, content creation for marketing, and coding assistants.

Scripts 101

Scripts Big data Engineering SaaS 101

Cisco - Contact Center

OCTOBER 4, 2023

In a panel discussion led by Cisco within the Energy and Transition stream of Climate Week NYC ’s “The Hub Live”, experts explored the topics of “transforming grids globally, and the role of technol… Read more on Cisco Blogs

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98

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. Text messaging has emerged as a powerful tool in this regard, offering convenience and accessibility. However, when it comes to choosing a text messaging number, businesses often face a dilemma: should they opt for toll-free numbers or local text numbers?

Real estate 98

Real estate Marketing Sales Customer Support 98

LiveVox

OCTOBER 5, 2023

Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth. Embracing innovation as a cornerstone of your CX Visionary banks are propelling customer experiences to new heights […] The post Tech-Forward Banking for 2023: Enhancing Customer Experience And Financi

Banking 94

Banking Technology Customer Experience 94

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Accountability

AWS Machine Learning

OCTOBER 5, 2023

Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. Processing unstructured data has become easier with the advancements in natural language processing (NLP) and user-friendly AI/ML services like Amazon Textract , Amazon Transcribe , and Amazon Comprehend. Organizations have started to use AI/ML services like Amazon Comprehend to build classification models with their unstructured data to get deep insights that they

Benchmark 99

Benchmark Best practices Metrics Government 99

Cisco - Contact Center

OCTOBER 4, 2023

The article is co-authored with Jesus Illescas, Cisco Software Engineer The Cisco Code Exchange platform gathers shared code repositories related to Cisco and open-source technologies for security,… Read more on Cisco Blogs

Engineering 98

Engineering Technology 98

Helpware

OCTOBER 3, 2023

Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with Helpware VP of Marketing, Alexei Piskunov, he unveiled intriguing insights about the trajectory of this evolution, prevalent trends, and the horizon ahead.

Marketing 90

Marketing Technology 90

LiveVox

OCTOBER 3, 2023

In financial services, each interaction carries a lot of weight, so the art of segmentation is a powerful ally. It enables a tailored approach that resonates with each customer’s unique needs. In this dynamic landscape where digital transformation intertwines with personalized experiences, effective segmentation is the beacon guiding you to success.

Personalization 91

Personalization 91

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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

Coaching

AWS Machine Learning

OCTOBER 2, 2023

In Part 1 of this series, we drafted an architecture for an end-to-end MLOps pipeline for a visual quality inspection use case at the edge. It is architected to automate the entire machine learning (ML) process, from data labeling to model training and deployment at the edge. The focus on managed and serverless services reduces the need to operate infrastructure for your pipeline and allows you to get started quickly.

Scripts 95

Scripts Construction Engineering APIs 95

Cisco - Contact Center

OCTOBER 4, 2023

Addressing broadband disparities Cisco recently participated in the biannual summit of the National Tribal Telecommunications Association (NTTA) that was held on the lands of the Gila River Indian… Read more on Cisco Blogs

Telecommunications 96

Telecommunications Technology Government 96

Nuance

OCTOBER 2, 2023

… Introducing two new Conversational AI Services Read More » The post Introducing two new Conversational AI Services appeared first on What’s Next blog.

Contact Center 89

Contact Center 89