Beyond Philosophy

JULY 5, 2024

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

Management 195

Management Sales Personalization Customer Experience 195

Callminer

JULY 4, 2024

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

Sales 182

Sales 182

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

Self service 224

Self service Technology Contact Center Customer Service 224

CCNG

JULY 3, 2024

Good customer experience forms the foundation of a lasting customer-brand relationship. When a brand consistently creates rich customer experiences, it fosters brand loyalty and encourages customers to keep engaging with the business. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network. This raises the more pertinent question – what creates a good customer experience?

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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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

AWS Machine Learning

JULY 3, 2024

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.

APIs 93

APIs Banking Metrics Management 93

ShepHyken

JUNE 30, 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. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 196

Customer Service Customer retention Morale Customer Experience 196

Bill Quiseng

JULY 3, 2024

On July 4, Americans celebrate Independence Day. In part, the Declaration of Independence proclaimed That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it … and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about reve

Customer Care 78

Customer Care Government Sales Marketing 78

Callminer

JULY 1, 2024

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

Call Center 182

Call Center Contact Center Customer Service 182

AWS Machine Learning

JULY 3, 2024

Generative AI and transformer-based large language models (LLMs) have been in the top headlines recently. These models demonstrate impressive performance in question answering, text summarization, code, and text generation. Today, LLMs are being used in real settings by companies, including the heavily-regulated healthcare and life sciences industry (HCLS).

Healthcare 87

Healthcare APIs Finance Feedback 87

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

Tethr

JULY 2, 2024

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

Contact Center 94

Contact Center Customer Experience Customer Service 94

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Customer Service 89

Customer Service Customer Experience 89

VirtualPBX

JULY 2, 2024

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

Call Logging 89

Call Logging Morale Best practices Personalization 89

MiaRec

JULY 1, 2024

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.

Business Process Outsourcing 85

Business Process Outsourcing outsourcing Contact Center Marketing 85

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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

JULY 1, 2024

Amazon SageMaker is a machine learning (ML) platform designed to simplify the process of building, training, deploying, and managing ML models at scale. With a comprehensive suite of tools and services, SageMaker offers developers and data scientists the resources they need to accelerate the development and deployment of ML solutions. In today’s fast-paced technological landscape, efficiency and agility are essential for businesses and developers striving to innovate.

Scripts 81

Scripts Metrics Best practices Management 81

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

outsourcing 62

outsourcing Contact Center Customer Care contact center solutions 62

Comm100

JULY 3, 2024

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

Chatbots 59

Chatbots CRM Analytics Personalization 59

Concentrix

JULY 2, 2024

Concentrix’s CoMo Text Tool, Process Intelligence Suite, and AI solutions CX Bridge, Decision Tree Library, and ELLIE, have all been recognized as winners at the 2024 Golden Bridge Business and Innovation Awards.

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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

CSM Magazine

JULY 5, 2024

Elevate Your Law Firm’s Client Experience with These 10 Proven Techniques Delivering exceptional customer service isn’t just good business for law firms – it’s an absolute necessity, given the sensitive nature of their work and the high stakes involved. By going above and beyond for your clients, you open the door to a lucrative advantage: the word-of-mouth endorsements, referrals, and – best of all – repeat business that follow close behind.

Customer Service 52

Customer Service Education Feedback Consulting 52

AWS Machine Learning

JULY 1, 2024

Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents.

Self service 78

Self service Chatbots Accountability Finance 78

Genroe

JULY 4, 2024

The term Employee Net Promoter Score® or eNPS is seen increasingly often in company reports, but what is it and should you use it? Since late in 2003, Net Promoter Score and the Net Promoter Score process have been used by an ever-increasing number of companies as a way to measure and improve customer loyalty. […] The post Employee NPS®: How to Use this Valuable Employee Engagement Tool appeared first on Genroe | Customer Experience | Net Promoter Score.

Employee engagement 52

Employee engagement Customer Experience Feedback 52

SoliCall

JULY 5, 2024

Multitenancy is a software architecture design that allows a single instance of an application to serve multiple tenants, or customers. In the context of centralized servers, where resources are shared among multiple users or organizations, multitenancy becomes particularly important for several reasons: Resource Optimization: Multitenancy enables efficient use of resources by allowing multiple tenants to share the same infrastructure.

Enterprise 52

Enterprise Management Contact Center Call Center 52

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

MiaRec

JULY 3, 2024

CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.

Contact Center 52

Contact Center Technology Customer Experience Quality management 52

CSM Magazine

JULY 5, 2024

The dynamic nature of call centers can make them prone to accidents if proper precautions are not taken. This article aims to equip call center managers and employees with practical strategies to minimize the risk of accidents and ensure a safe working environment. Understanding Common Call Center Risks Before we explore preventive measures, let’s look at the common types of accidents that can occur in call centers.

Call Center 52

Call Center Consulting Consulting Feedback 52

Select VoiceCom Blog

JULY 3, 2024

The country is expected to face at least two to three typhoons this July and more in the coming months due to the potential La Niña event, as reported by the Philippine Atmospheric, Geophysical and Astronomical Services Administration ( PAGASA ). To prepare for tropical storms, Select VoiceCom partnered with Lapu-Lapu City Environment and Natural Resources Office to strengthen the coast of Barangay Sta.

Personalization 52

Personalization 52

Unymira

JULY 3, 2024

If you're in the business of managing software assets, you know that Software Asset Management (SAM) isn't a walk in the park. It's a complex, ever-evolving beast that demands a meticulous approach. According to a recent Forrester report [1] the advent of “generative AI (GenAI) and integrated asset management are forcing a SAM rethink”.

Management 52

Management Chatbots Analytics 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of agents and customer service representatives and handle less volume of calls.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

Balto

JULY 2, 2024

The sales process in the health insurance industry is pretty complex. First, you have stringent compliance requirements to deal with. Not to mention, the wide range of health plans, coupled with the fact that insurance is one of the hardest products to sell, adds to the complexity. HIS companies that direct their efforts to improve the sales process in their contact centers typically face challenges such as a lack of call insights, inability to maintain compliance, and poor coaching outcomes.

Sales 52

Sales Coaching Contact Center Government 52

CSM Magazine

JULY 5, 2024

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs? Here, we explore key metrics for assessing loyalty program benefits, leveraging insights from well-known brands. Point Redemption Rate Definition The point redemption rate measures the percentage of loyalty points earned by customers that are eventually redeemed.

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Metrics Customer retention 52