ShepHyken

OCTOBER 13, 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. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

Customer Service 169

Customer Service Marketing Customer Experience Personalization 169

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

Beyond Philosophy

OCTOBER 10, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.

Scripts 221

Scripts Personalization Management Customer Experience 221

CCNG

OCTOBER 9, 2024

The contact center is undergoing a seismic shift, driven by the rapid adoption of artificial intelligence (AI) technologies. AI is a tool capable of driving profound change at every level. From automating routine tasks to enabling personalized assistance, AI is now the differentiator between companies that deliver superior service and those on a downward spiral.

Contact Center 195

Contact Center Self service Analytics Wait times 195

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Bill Quiseng

OCTOBER 9, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

Customer Experience 158

Customer Experience Customer Service Customer Care Personalization 158

Toister Performance Solutions

OCTOBER 10, 2024

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.

Customer Service 97

Customer Service Coaching Feedback Personalization 97

ShepHyken

OCTOBER 14, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?

Customer centricity 169

Customer centricity Customer Service 169

Cisco - Contact Center

OCTOBER 10, 2024

Discover the Reimagined Cisco Marketing Velocity Central! Generate 5.2x more pipeline with our revamped platform, featuring enhanced search, AI tools, streamlined campaigns, and more. Join our Partner Activation contest for exciting prizes!

Marketing 98

Marketing 98

TechSee

OCTOBER 15, 2024

Bringing Visual AI to Salesforce Agentforce, Einstein Bots, and Flows In today’s fast-paced, customer-centric world, businesses must innovate to meet customer expectations. Despite a growing demand for personalized experiences, 61% of customers feel undervalued. Companies must invest in technologies that streamline service and deliver genuinely personalized interactions to demonstrate their worth.

109

109

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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

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.

Sales 101

Sales Scripts B2B Personalization 101

Enghouse Interactive

OCTOBER 10, 2024

Discover the ultimate guide to call center agent productivity with critical metrics, the importance of productivity, and proven strategies to boost performance. Learn how Enghouse solutions can enhance agent efficiency and improve customer satisfaction in your contact center.

Call Center 91

Call Center Contact Center Metrics 91

Joe Rawlinson

OCTOBER 9, 2024

Establishing a professional ambience is essential for any business property. The environment of a workspace influences not only how clients perceive the business but also the productivity and morale of the employees. A well-designed space can instill confidence in visitors and create a positive atmosphere that sets your business apart. Whether you own a corporate office, a retail store, or a hospitality venue, creating a cohesive and polished look is key to leaving a lasting impression.

Morale 78

Morale 78

Cisco - Contact Center

OCTOBER 10, 2024

An investment in service assurance is expected to deliver operational benefits, but it can also enable market differentiation and new revenue sources. Read how end-customer portals, per-QoS SLA reporting, alerting, and notifications help service providers deliver new, innovative solutions faster, more reliably, and with greater agility for their B2B customers.

B2B 98

B2B Customer Experience Marketing 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? 🤔 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

VirtualPBX

OCTOBER 10, 2024

Today, we’re excited to launch VirtualPBX Web Phone 3.0, our most advanced and user-friendly web-based phone yet. It’s designed for business users needing seamless communication from anywhere. This upgrade delivers crystal-clear calls and an intuitive interface. Access it easily from both desktop and mobile web browsers. VirtualPBX Web Phone 3.0 sets a new standard for online business communication.

Accountability 83

Accountability Enterprise Feedback Management 83

Connect

OCTOBER 8, 2024

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024. According to Gartner Inc., the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space.

Virtual Agent 85

Virtual Agent Chatbots Average Handle Time Consulting 85

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.

Sales 62

Sales Upselling Engineering Enterprise 62

Joe Rawlinson

OCTOBER 8, 2024

In today’s competitive market, having great products isn’t enough. Your packaging needs to stand out and leave a lasting impression on your customers. But memorable packaging isn’t just about looking good – it’s about functionality, sustainability, and branding consistency. Let’s break down five key elements that can make your business packaging truly unforgettable.

Advertising 78

Advertising Marketing Sales Customer Experience 78

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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.

Cisco - Contact Center

OCTOBER 10, 2024

Announcing the U.S. Fast Future Innovation Awards (FFIA)—the hunt for groundbreaking ideas that leverage AI to make a tangible impact. Whether your passion lies in education, sustainability, hybrid work, cybersecurity, healthcare, or critical infrastructure, your innovation could be the game-changer that revolutionizes how we live and work.

Healthcare 98

Healthcare Education 98

Enghouse Interactive

OCTOBER 9, 2024

Discover nine proven strategies to reduce repeat calls in your call centers and contact centers coming from industry experts. Learn what sets Enghouse Interactive apart regarding your contact center needs.

Call Center 83

Call Center Contact Center 83

AWS Machine Learning

OCTOBER 14, 2024

With recent advances in large language models (LLMs), a wide array of businesses are building new chatbot applications, either to help their external customers or to support internal teams. For many of these use cases, businesses are building Retrieval Augmented Generation (RAG) style chat-based assistants, where a powerful LLM can reference company-specific documents to answer questions relevant to a particular business or use case.

Chatbots 67

Chatbots APIs Engineering Healthcare 67

Ambs Call Center

OCTOBER 9, 2024

You're trying to find the best way to reach more people with your business’ marketing. Email works, but these days, people pay less and less attention to their inboxes. So, what’s your next move?

Marketing 74

Marketing 74

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Avoxi

OCTOBER 9, 2024

Enhancing Security in International Voice Communication: The Case for Cloud Migration International voice communication plays a pivotal role. However, as organizations expand their global customer base, they face growing security challenges in maintaining resilient and secure voice systems. The transition to cloud-based solutions offers new opportunities for enhanced security and operational efficiency.

Contact Center 62

Contact Center 62

Cisco - Contact Center

OCTOBER 8, 2024

Introducing the Cisco Certificate in Ethical Hacking, a new program to recognize candidates who have completed a 2-part training requirement; a.) a training course on ethical hacking, penetration testing, red teaming tactics, and advanced threat response, and b.) demonstrated their practical skills by completing themed, domain-specific Capture the Flag (CTF) challenges.

98

98

Global Response

OCTOBER 15, 2024

Read Time: 18.5 min Intro What comes to mind when you think of the best forms of customer communication? Traditional advertising, digital display ads, email, social media or phone calls? The truth is the best form of customer communication isn’t tied to one specific channel. It’s about reaching customers — and allowing them to reach you — wherever they are.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

AWS Machine Learning

OCTOBER 11, 2024

Customers across all industries are experimenting with generative AI to accelerate and improve business outcomes. Generative AI is used in various use cases, such as content creation, personalization, intelligent assistants, questions and answers, summarization, automation, cost-efficiencies, productivity improvement assistants, customization, innovation, and more.

APIs 85

APIs Enterprise Engineering Government 85

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

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get

Contact Center 62

Contact Center outsourcing Employee engagement Education 62

Avoxi

OCTOBER 15, 2024

Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice. When reviewing the market for unified communications as a service (UCaaS) and contact center as a service (CCaaS), Zoom is now seen… The post Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers appeared first on AVOXI.

Enterprise 62

Enterprise Contact Center Marketing 62

Cisco - Contact Center

OCTOBER 8, 2024

Embrace a new partnership paradigm with Rodney Clark's five principles: interdependence, collective success, diversity, program simplicity, and strong relationships. Together, we'll drive exponential growth and value in the digital age.

Technology 98

Technology 98