Beyond Philosophy

MAY 16, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making.

Personalization 195

Personalization Customer Experience Management 195

AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

Personalization 119

Personalization APIs Scripts Technical Support 119

Cisco - Contact Center

MAY 16, 2024

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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VirtualPBX

MAY 16, 2024

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

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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

Lumoa

MAY 16, 2024

Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.

Engineering 78

Engineering Banking Metrics Big data 78

Cisco - Contact Center

MAY 16, 2024

Step onto a campus reimagined—where Cisco's innovative digital integration meets modern educational needs, crafting an unparalleled on-campus experience for today's students and faculty.

Education 97

Education 97

Helpware

MAY 16, 2024

All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of content moderation outsourcing in today's digital business development landscape.

outsourcing 75

outsourcing 75

Cisco - Contact Center

MAY 16, 2024

Assurance is top of mind for our customers, analysts, and the market at large. This blog covers four reasons why assurance is more critical than ever, and why it should be on your radar as well.

Marketing 97

Marketing 97

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Customer retention 62

Customer retention Technology Customer Experience 62

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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

Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Customer retention 62

Customer retention Technology Customer Experience 62

Cisco - Contact Center

MAY 16, 2024

We will show up at Cisco Live armed with exclusive content, sessions, interactive demos, partner talks, games and several other opportunities to network, learn and celebrate. Here’s a sneak peek of what we’re preparing for you.

Customer Experience 86

Customer Experience 86

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Customer retention 62

Customer retention Technology Customer Experience 62

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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

MAY 16, 2024

Explore the many ways that Secure Email Threat Defense leverages sophisticated AI and ML to protect against advanced threats.

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CSM Magazine

MAY 16, 2024

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.

Customer Service 52

Customer Service Banking Consulting Consulting 52

Cisco - Contact Center

MAY 16, 2024

Cisco Live 2024 is right around the corner. Hear from James Turrell, Head of CX Marketing and Communications, on what CX-led sessions and demos will be available to you in Las Vegas this year.

Customer Experience 52

Customer Experience Marketing 52

Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. These sessions are open to everyone!

Feedback 52

Feedback Engineering Analytics Metrics 52

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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

TCN

MAY 16, 2024

Long wrap-up times after calls are a critical pain point for many contact centers. Staffing. The post The Wrap-Up Time Trap: How Automation and Business Intelligence Boost Agent Efficiency appeared first on TCN.

Contact Center 52

Contact Center 52

CSM Magazine

MAY 16, 2024

EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system. Since implementing the 6-in-1 cloud based solution, EnviroVent has reduced the number of ‘no-access’ visits from 15 percent to below 5 percent and has reduced routine reporting tasks by more than 75 percent.

Engineering 52

Engineering CRM Finance Enterprise 52

Help Scout

MAY 16, 2024

Let's take a look at how Help Scout's customer support team uses the tag and custom field Inbox features.

Customer Support 53

Customer Support 53

CSM Magazine

MAY 16, 2024

Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Given their importance, investing in the upskilling of customer support team leaders can significantly impact your organization’s success.

Customer Support 52

Customer Support Coaching Construction CRM 52

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