ShepHyken

OCTOBER 27, 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. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

Customer Service 189

Customer Service B2B Chatbots Education 189

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

TechSee

OCTOBER 28, 2024

Voice AI is rapidly becoming a powerful tool for scaling up and automating customer service, sales, and overall customer experience (CX). While this technology shows incredible promise, it should be integrated into a wider strategic conversation. Voice AI works best when combined with Visual AI and text-based AI, like large language models (LLMs), and action-oriented Agentic AI , as part of a broader multimodal AI automation strategy.

Technical Support 109

Technical Support Sales Technology Personalization 109

AWS Machine Learning

OCTOBER 24, 2024

Large language models (LLMs) are very large deep-learning models that are pre-trained on vast amounts of data. LLMs are incredibly flexible. One model can perform completely different tasks such as answering questions, summarizing documents, translating languages, and completing sentences. LLMs have the potential to revolutionize content creation and the way people use search engines and virtual assistants.

Engineering 95

Engineering Big data Scripts SaaS 95

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

Joe Rawlinson

OCTOBER 24, 2024

In the competitive landscape of today’s business environment, having the right creative talent is essential for driving innovation and achieving success. From graphic designers who craft stunning visuals to content writers who create compelling narratives, the demand for skilled creative professionals spans various categories. As businesses navigate the complexities of modern markets, the need for flexibility and diversity in creative talent becomes increasingly important.

outsourcing 78

outsourcing Construction Education Marketing 78

ShepHyken

OCTOBER 22, 2024

In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, “How do I …?” is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive.

Customer Service 208

Customer Service Sales Customer Experience 208

TechSee

OCTOBER 22, 2024

In the ever-evolving landscape of customer experience (CX), businesses are constantly searching for innovative ways to enhance service operations. A key challenge lies in successfully integrating new technologies and ensuring tech adoption by service technicians. TechSee’s approach to optimizing service tech adoption is to focus on the people, processes, and technology involved.

Technology 109

Technology Enterprise Wait times Customer Experience 109

Cisco - Contact Center

OCTOBER 24, 2024

Cisco technology and partner managed services drive outcome-oriented solutions. Leverage networking, security, collaboration, and AI-ready platforms to enhance customer value and operational efficiency. Discover more at #CiscoPS24.

Management 87

Management Technology 87

Ambs Call Center

OCTOBER 25, 2024

Most virtual receptionist services will answer your phone twenty-four hours-a-day, seven days-a-week. They often call this 24/7. Beware, not all 24/7 coverage is the same.

82

82

Advertisement

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Outsource Consultants

OCTOBER 25, 2024

What is the ‘BPO Health Check’ Series? In today’s CX world, businesses rely on BPO partners to deliver great customer experiences. But with AI evolving and customer expectations changing, it’s not always smooth sailing—especially as year-end contract negotiations approach. Our BPO Health Check Series dives into the key challenges businesses face with their BPOs.

outsourcing 67

outsourcing Metrics Finance Service level 67

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 156

Contact Center Brand ambassadors Self service Upselling 156

Enghouse Interactive

OCTOBER 24, 2024

Discover why Enghouse Interactive’s Cloud Contact Center Solution for Utilities is the ultimate choice for utility companies. Learn about its comprehensive features, including omnichannel support, intelligent routing, proactive communication, and seamless third-party integrations designed to enhance customer service and operational efficiency.

contact center solutions 75

contact center solutions Contact Center Cloud contact Customer Service 75

AWS Machine Learning

OCTOBER 28, 2024

Real-world applications vary in inference requirements for their artificial intelligence and machine learning (AI/ML) solutions to optimize performance and reduce costs. Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. In these scenarios, customized model monitoring for near real-time batch inference with Amazon SageMaker is essential, making sure the quality of predic

Scripts 62

Scripts Metrics Engineering Analytics 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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

SharpenCX

OCTOBER 25, 2024

Get insight into how brands connect with their customers and explore the 5 capabilities call center software is improving to strengthen these connections.

call center software 67

call center software Customer Service Call Center Customer Experience 67

Avoxi

OCTOBER 24, 2024

The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Based Contact Center Efficiency Contact centers are constantly under pressure to improve efficiency while maintaining high levels of customer satisfaction. One key metric that significantly impacts operational costs and customer experience is agent handle time. As organizations strive to optimize this crucial performance indicator, artificial… The post The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Bas

Contact Center 62

Contact Center Metrics Customer Experience 62

Cisco - Contact Center

OCTOBER 24, 2024

Read Luxy Thuraisingam's Know Before You Go blog to learn more about Cisco Partner Summit 2024 in LA and online, October 28-30! Engage with keynotes, sessions, and activities. Register now and connect with #CiscoPS24!

92

92

Interactions

OCTOBER 23, 2024

The recent whirlwind of new opportunities and use cases fueled by more readily accessible AI can feel like a maelstrom. How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper fr

Contact Center 62

Contact Center Surveys Self service Analytics 62

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.

Vistio

OCTOBER 28, 2024

Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.

Contact Center 52

Contact Center Feedback Metrics CRM 52

SharpenCX

OCTOBER 25, 2024

Learn how well-known brands are nailing personalized CX and how you, too, can streamline your CX strategy with the Sharpen platform.

Personalization 67

Personalization Call Center Customer Experience 67

24-7 InTouch

OCTOBER 28, 2024

Winnipeg, MB – October 28, 2024 – IntouchCX, a global leader in contact center and technology solutions, has been recognized as a Major Contender in Everest Group’s Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2024. This is the second consecutive year IntouchCX participated in the PEAK® Matrix Assessment, and the second time the Company was listed as a Major Contender.

Inbound sales 52

Inbound sales Technical Support Engineering Technology 52

Cisco - Contact Center

OCTOBER 22, 2024

Discover key insights from the SOC Findings Report at RSA Conference 2024, co-released by Cisco and NetWitness for Cybersecurity Awareness Month.

76

76

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Concentrix

OCTOBER 24, 2024

Discover the future of AI business solutions as Ryan Peterson, EVP & Chief Product Officer, discusses the iX Hello GenAI assistant product launch.

Engineering 62

Engineering Technology 62

Kapta Customer Success

OCTOBER 23, 2024

The Importance of a Seamless Sales to CS Handoff The handoff from the sales team to the customer success team is a critical juncture in the customer journey. It represents the transition from the initial courtship and deal closing to the long-term partnership and value realization. A seamless handoff sets the tone for the entire customer experience and can make or break the relationship.

Sales 59

Sales Customer Experience Accountability Technology 59

AWS Machine Learning

OCTOBER 23, 2024

In today’s customer-centric business world, providing exceptional customer service is crucial for success. Contact centers play a vital role in shaping customer experiences, and analyzing post-call interactions can provide valuable insights to improve agent performance, identify areas for improvement, and enhance overall customer satisfaction. Amazon Web Services (AWS) has AI and generative AI solutions that you can integrate into your existing contact centers to improve post-call analysis.

Analytics 65

Analytics Customer centricity Contact Center Government 65

Working Solutions

OCTOBER 25, 2024

Customer service is the backbone of any thriving retail business, especially during high-pressure seasons like Halloween. Delivering an exceptional customer experience can be the difference between loyal customers and missed opportunities.

Customer Service 52

Customer Service Customer Experience outsourcing Contact Center 52

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

Cisco - Contact Center

OCTOBER 28, 2024

Discover how Cisco's "Bridging the Customer AI Readiness Gap" study highlights opportunities for partners to drive AI adoption and revenue growth. Learn about our AI Specialization program and join the Early Access Community.

52

52

CSM Magazine

OCTOBER 25, 2024

As a business owner, chances are you’re always looking for new ways to keep your employees engaged and motivated. Interestingly, one of the best tools for improving employee engagement is an intranet. For those who don’t know, an intranet is a private, internal network that allows employees to access information about the company, and collaborate with one another.

Employee engagement 52

Employee engagement Analytics Feedback Accountability 52

Enghouse Interactive

OCTOBER 22, 2024

Discover the top 5 best practices for overcoming language barriers in multilingual contact centers. Learn how Enghouse Interactive's solutions enhance customer satisfaction, streamline operations, and improve communication across languages.

Contact Center 55

Contact Center Best practices contact center solutions 55