Helpware

NOVEMBER 7, 2023

Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them about your service or product. A good customer service agent doesn't just communicate and answer questions, they try to figure out why the client is unhappy and help fix the problem to make them feel happier.

Customer Service 76

Customer Service Call Center 76

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

Customer Service 254

Customer Service Customer Experience 254

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

ConvergeOne

NOVEMBER 7, 2023

By understanding what constitutes an attack surface; effectively identifying, managing, and mitigating vulnerabilities; and selecting the right ASM technology solutions , businesses can fortify their defenses and secure their digital assets.

Management 110

Management Technology 110

AnswerConnect

NOVEMBER 7, 2023

What is time-based call handling and how can it help you manage your call schedule? Read on to find out how it works and how it can serve your bottom line. The post Time-Based call handling – The ultimate guide appeared first on AnswerConnect Blog.

Management 98

Management Scripts 98

Cisco - Contact Center

NOVEMBER 7, 2023

This blog is co-authored by Gary Steele, President & CEO of Splunk. Gary Steele , President & CEO of Splunk A lot has happened since we announced our agreement to combine Cisco and Splunk.

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Cyara

NOVEMBER 7, 2023

Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution rates, which in turn impacts your bottom-line. This blog will help you to better understand PESQ (Perceptual Evaluation of Speech Quality) and its role in delivering top-notch audio quality to your customers.

First call resolution 76

First call resolution Contact Center 76

Cisco - Contact Center

NOVEMBER 7, 2023

The hype triggered by the emergence of generative artificial intelligence (AI) feels a lot like the early days of cloud, bringing the topic—and the need for a strategy—to the front of the IT leader ag… Read more on Cisco Blogs

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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

LiveVox

NOVEMBER 7, 2023

Open enrollment presents a unique set of healthcare changes for providers each year. The post How LiveVox Is Reshaping The Patient Experience Through Digital Engagement appeared first on LiveVox.

Healthcare 78

Healthcare Customer Experience 78

Cisco - Contact Center

NOVEMBER 7, 2023

Innovative new partner modules built on the Cisco Observability Platform across five critical themes: Business Insights, SAP Visibility, Networking, MLOps & SLO, and Sustainability We are pleased to… Read more on Cisco Blogs

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Nicereply

NOVEMBER 7, 2023

Delivering negative feedback shouldn’t dismantle—it should empower. Our guide and examples transform criticism into a tool for growth and collaboration. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team.

Feedback 59

Feedback Construction Scripts Engineering 59

DMG Consulting

NOVEMBER 7, 2023

MEDIA ALERT DMG Consulting Releases 2023 – 2024 Contact Center as a Service Product and Market Report Thriving market despite challenging macro-economic conditions Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2023 – 2024 Contact Center as a Service Product and Market Report When: Today, 1 November 2023 Where: Available at the DMG Consulting online store Background: DMG Consul

Consulting 59

Consulting Consulting Contact Center Marketing 59

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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

Cisco - Contact Center

NOVEMBER 7, 2023

While at work, people have a simple goal. They want to easily access the resources they need to do their job.

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CSM Magazine

NOVEMBER 7, 2023

Salesforce, one of the world’s leading customer relationship management (CRM) platforms, offers powerful tools for businesses to manage their sales, marketing, and customer service operations. Beyond its out-of-the-box capabilities, Salesforce provides a robust development environment that allows organizations to customize and extend the platform to meet their unique needs.

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APIs CRM Best practices Accountability 52