ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 245

Personalization Self service Chatbots Customer Support 245

AWS Machine Learning

NOVEMBER 21, 2023

Text vectors or embeddings are numerical vector representations of text that are generated by large language models (LLMs). After LLMs are fully pre-trained on a large dataset or fine-tuned from different tasks, including text completion, question answering, and translations, text embeddings capture semantic information of the input text. Different downstream applications are made possible by text embeddings, including similarity searching, information retrieval, recommendations and personalizat

Benchmark 121

Benchmark Enterprise Management Personalization 121

ShepHyken

NOVEMBER 21, 2023

If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups.

Airlines 229

Airlines Journey mapping Morale Customer Service 229

AWS Machine Learning

NOVEMBER 21, 2023

This post is written in collaboration with Brad Duncan, Rachel Johnson and Richard Alcock from MathWorks. MATLAB   is a popular programming tool for a wide range of applications, such as data processing, parallel computing, automation, simulation, machine learning, and artificial intelligence. It’s heavily used in many industries such as automotive, aerospace, communication, and manufacturing.

Engineering 121

Engineering APIs Scripts Automotive 121

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Momentum Telecom

NOVEMBER 21, 2023

Acquisition Propels Momentum’s Growth and Position in Collaboration Market ATLANTA – November 21, 2023 – Momentum , a leading global provider of managed services and next-gen managed network solutions, today announced that it has completed its acquisition of G12 Communications , a Seattle area-based provider of voice-enabled and Operator Connect Microsoft Teams solutions. “This strategic acquisition marks a significant milestone for Momentum.

Technology 111

Technology Management Marketing 111

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

AWS Machine Learning

NOVEMBER 21, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. AnalyzeDocument Layout is a new feature that allows customers to automatically extract layout elements such as paragraphs, titles, subtitles, headers, footers, and more from documents. Layout extends Amazon Textract’s word and line detection by automatically grouping the text into these layout elements and sequencing them according to human reading patterns.

APIs 115

APIs Construction Metrics Education 115

VirtualPBX

NOVEMBER 21, 2023

Gobble gobble, VirtualPBX family! As we gear up for the feast of gratitude, we’re excited to share how our cutting-edge VoIP services, coupled with calling tracking for Black Friday, can add a dash of cheer to your Black Friday sale. Picture this: You’ve got your turkey in the oven, the pumpkin pie aroma fills the air, and your customers are dialing in to snag those unbeatable deals.

voip 98

voip Marketing Sales Personalization 98

SQM Group

NOVEMBER 21, 2023

Real-time financial recognition operates on a simple yet powerful principle—acknowledging and rewarding positive behaviors exhibited by call center agents.

Call Center 90

Call Center 90

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

Helpware

NOVEMBER 21, 2023

Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.

Metrics 88

Metrics Customer Experience Service level Customer Service 88

LiveVox

NOVEMBER 21, 2023

In the realm of contact centers, Artificial Intelligence (AI) is reshaping the game with its intelligent prowess. AI’s transformative capabilities are changing the contact center industry quickly, enabling businesses to elevate customer experiences to new and exciting heights. In this article, we present an AI overview and what’s changing in 2024.

Contact Center 81

Contact Center Customer Experience 81

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 78

Feedback Chatbots Analytics Metrics 78

LiveVox

NOVEMBER 21, 2023

Financial services is already a complex industry, and delivering exceptional customer care while resolving complex issues isn’t just a goal—it’s an art. As contact center managers, you’re at the forefront of this endeavor, navigating the intricacies of financial service issues while upholding the highest customer support standards.

Customer Care 78

Customer Care Contact Center Customer Support Management 78

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

Cyara

NOVEMBER 21, 2023

Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

APIs 76

APIs 76

Cisco - Contact Center

NOVEMBER 21, 2023

The innovative ways Cisco and our partners are coming together to power an inclusive future for all were on full display during this years’ Partner Summit.

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Global Response

NOVEMBER 21, 2023

Healthcare support comes with unique demands: the need for increased privacy and regulatory compliance a high-touch, highly personalized client experience high stress, highly emotional client needs complicated and detailed industry knowledge unique billing codes, processes and payment systems the need for round-the-clock support To add to that, internal healthcare teams across all types of positions and healthcare organizations are experiencing high levels of burnout, turnover and hiring c

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Cisco - Contact Center

NOVEMBER 21, 2023

In the security industry, there is a constant, undeniable fact that practitioners must contend with: criminals are working overtime to constantly change the threat landscape to their advantage.

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68

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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

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but. NPS is a metric that was first developed by Bain & Co. and NICE Satmetrix, and it measures the overall likelihood of a customer to recommend your brand to others.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

kommunicate

NOVEMBER 21, 2023

Last Updated on November 22, 2023 Product management is a vast and diverse field, and there is no one-size-fits-all approach. With the right product management tools in hand, a good PM can work wonders for your business. With this context, let us take a look at these 13 tools that PMs will absolutely fall in [.] The post 13 Tools your Product Managers Will Fall In Love With In 2023 appeared first on Kommunicate Blog.

Management 59

Management 59

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that drive your business forward.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

Cisco - Contact Center

NOVEMBER 21, 2023

Four telemetry pillars for clarity from a torrent of signals In this hyper-connected age of distributed applications, when users face poor digital experiences, they do not care much about what is… Read more on Cisco Blogs

Metrics 55

Metrics 55

ChurnZero

NOVEMBER 21, 2023

ROI is no longer the deciding factor in a customers decision to renew. Companies today care more about cash flow and cost efficiency. This tightened focus makes presenting price increases to customers all the trickier, even when they see the products value. To get renewals in the door, CSMs need to change their approach, says Adil Dittmer , head of customer success at Testbox.

Finance 52

Finance Accountability Surveys Engineering 52

Cisco - Contact Center

NOVEMBER 21, 2023

Demand for flawless application experiences Consumer expectations for seamless digital experiences have been rising steadily for several years.

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Skybridge

NOVEMBER 21, 2023

While each of us recognizes Thanksgiving Day in our own, unique way, there is one thing I know we all have in common: the knowledge that there is much for which to be grateful. At their best, our Thanksgiving rituals – whatever they are – remind us to celebrate that gratitude. On behalf of Skybridge Americas, I would like to thank each of our extraordinary clients and partners for your business and for the trust you place in us.

Customer Care 52

Customer Care 52

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

Cisco - Contact Center

NOVEMBER 21, 2023

In her blog “Cisco Live is the time to jump into the future. Together.” Jacqui Guichelaar, SVP and General Manager, Cisco APJC, talks about how excited she is for Cisco Live Melbourne in December.

Management 54

Management Customer Experience 54

Zappix

NOVEMBER 21, 2023

The post Enhancing Patient Engagement: The Power of Visual IVR in Reducing Late Cancellations for Medical Practices appeared first on Zappix.

Interactive Voice Response 52

Interactive Voice Response 52

Skybridge

NOVEMBER 21, 2023

While each of us recognizes Thanksgiving Day in our own, unique way, there is one thing I know we all have in common: the knowledge that there is much for which to be grateful. At their best, our Thanksgiving rituals – whatever they are – remind us to celebrate that gratitude. On behalf of Skybridge Americas, I would like to thank each of our extraordinary clients and partners for your business and for the trust you place in us.

Customer Care 52

Customer Care 52