ShepHyken
OCTOBER 17, 2023
“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.
Callminer
OCTOBER 17, 2023
Customers are already telling you everything you need to know about their feelings toward your brand, if you listen. Read our blog to learn how VoC analytics drive CX improvements and strategies.
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AWS Machine Learning
OCTOBER 17, 2023
Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Customer care agents play a crucial role in quickly and accurately retrieving information related to pharmacy information, including prescription clarifications and transfer status, order and dispensing details, and patient profile information, in real time.
ConvergeOne
OCTOBER 17, 2023
One of the fundamental aspects of cyber security is understanding vulnerabilities and risks. As the saying goes, “Knowledge is power.” In 2022, Arctic Wolf Labs reported that four of the top five external vulnerabilities exploited that year had been published in 2021. This alarming statistic underscores the importance of staying updated on potential threats.
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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.
AWS Machine Learning
OCTOBER 17, 2023
At Amazon Web Services (AWS) , not only are we passionate about providing customers with a variety of comprehensive technical solutions, but we’re also keen on deeply understanding our customers’ business processes. We adopt a third-party perspective and objective judgment to help customers sort out their value propositions, collect pain points, propose appropriate solutions, and create the most cost-effective and usable prototypes to help them systematically achieve their business goals.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
OCTOBER 17, 2023
Amazon Personalize has launched a new integration with Amazon OpenSearch Service that enables you to personalize search results for each user and assists in predicting their search needs. The Amazon Personalize Search Ranking plugin within OpenSearch Service allows you to improve the end-user engagement and conversion from your website and app search by taking advantage of the deep learning capabilities offered by Amazon Personalize.
Cyara
OCTOBER 17, 2023
Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies.
delighted
OCTOBER 17, 2023
Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.
Comm100
OCTOBER 17, 2023
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.
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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.
BlueOcean
OCTOBER 17, 2023
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.
Global Response
OCTOBER 17, 2023
Bad news first: data breaches are costly, and they’re becoming more and more common. According to research from IBM , the average global cost of a data breach in 2023 was $4.45 million (USD). In addition, there have already been more than 4.5 billion compromised accounts and records due to data breaches in 2023 alone. As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive
customer sure
OCTOBER 17, 2023
We’ve had the immense privilege of working with Philips since early 2021 when their UK team approached us to support their feedback program for the Philips Sonicare brand. Philips is a multinational conglomerate that aims to “improve people’s lives through meaningful innovations”, with their vast product portfolio including grooming products, home care and personal hygiene products, such as their hugely popular Sonicare brand.
Global Response
OCTOBER 17, 2023
Healthcare outsourcing is growing—estimated to reach $66.3 billion by 2025 , according to some reports. But what’s leading the growth in this sector? If you work in management at a healthcare organization, you can probably wager a guess at the answer. Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support.
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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.
NobelBiz
OCTOBER 17, 2023
Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Today, we’re ready to continue our exploration and delve even deeper into the pains that call center owners and operations managers face.
Concentrix
OCTOBER 17, 2023
Concentrix Catalyst has been named a Salesforce Summit Partner, the highest level of partnership in the Salesforce ecosystem.
Back Office Centers
OCTOBER 17, 2023
Any organization must have a full suite of back-office operations. However, since staff who focus only on back-office tasks typically earn more than those in the front office, this may be an extremely expensive expense. Back-office tasks often involve data entry, payroll processing, finance and accounting, and administration of information technology.
Concentrix
OCTOBER 17, 2023
Concentrix Catalyst has been named a Salesforce Summit Partner, the highest level of partnership in the Salesforce ecosystem.
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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.
FluentStream
OCTOBER 17, 2023
Originally published by Built In When the queue is full of callers, emails are piling up and the Slack channel is eerily silent, FluentStream’s leaders are likely to take action to support their agents. Leaders could fire off platitudes or. Read More The post What’s FluentStream’s Growth Secret? Putting People First. appeared first on FluentStream.
Balto
OCTOBER 17, 2023
In simple terms, an ICP is a representation of the prospects that likely need your product or service. This means that when you’re creating your marketing campaigns or sales strategy, you’re putting the needs of those people at the forefront of your mind. For decades (or even centuries), marketers and salespeople only knew a single approach: be everything to everyone.
FluentStream
OCTOBER 17, 2023
Originally published by Built In When the queue is full of callers, emails are piling up and the Slack channel is eerily silent, FluentStream’s leaders are likely to take action to support their agents. Leaders could fire off platitudes or. Read More The post What’s FluentStream’s Growth Secret? Putting People First. appeared first on FluentStream.
Genroe
OCTOBER 17, 2023
Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: The post Practical Survey Analysis in Excel [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
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!
Balto
OCTOBER 17, 2023
For decades (or even centuries), marketers and salespeople only knew a single approach: be everything to everyone. While this approach can work in certain circumstances, it’s not exactly the most efficient way to do things. Only large corporations can afford marketing to every person on the planet, and even then, they could be saving huge amounts of money if their marketing was at least a bit more targeted.
Genroe
OCTOBER 17, 2023
About 3 minutes after your first customer feedback or NetPromoter survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this webinar, we’ll discuss The post The 9 Elements Your NPS® Report Must Have [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
LiveVox
OCTOBER 17, 2023
A CIO’s Guide to Tackling the Top 10 Contact Center IT Challenges In the rapidly changing digital landscape, the Chief Information Officer (CIO) role has never been more pivotal or challenging. As technology advances and business requirements expand, the IT department has become more than just a support system; it is a driving force for […] The post An Insider’s Guide for CIOs: Transforming Contact Center IT Challenges into Strategic Advantages appeared first on LiveVox.
Genroe
OCTOBER 17, 2023
You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue. Your presentation nails each of the points you want to make. It starts right up front with the […] The post How to Calculate and Use Survey Sample Size [On Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
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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.
JustCall
OCTOBER 17, 2023
Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers. Good customer support always leads to positive customer experiences, which influences repeat purchases.
Genroe
OCTOBER 17, 2023
Customer feedback is often seen, at worst, as a compliance task and, at best, as a long term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long term customer loyalty and lifts revenue but you can also use the data in […] The post Using Customer Feedback To Grow Sales [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
JustCall
OCTOBER 17, 2023
As we shift to a more digital and fast-paced business environment, customer expectations from businesses are also shifting rapidly. Today, customers expect faster and better outcomes and will even switch brands if their expectations are not met. However, most brands fail to gauge customer sentiments until it’s too late. This is why real-time feedback is critical for a brand that practices active listening and customer empathy.
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