ShepHyken
NOVEMBER 18, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? How does empowering employees align with a company’s brand promise?
CSM Magazine
NOVEMBER 18, 2024
Contact center agents spend a significant amount of time glued to computer screens, managing customer queries, and ensuring efficient service delivery. While the role is essential for maintaining high levels of customer satisfaction, it often exposes agents to eye strain—a common occupational hazard that can lead to discomfort, reduced productivity, and even long-term vision problems.
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ShepHyken
NOVEMBER 18, 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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.
CSM Magazine
NOVEMBER 18, 2024
In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Vistio
NOVEMBER 18, 2024
The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
24-7 InTouch
NOVEMBER 18, 2024
With purchases just a click away, there is a growing need for quick and efficient support. Brands that rely solely on interactive voice response (IVR) risk lower customer satisfaction (CSAT) scores. The inefficiency and high cost of voice agents can also cause revenue loss. In response to these challenges, many companies have incorporated SMS deflection as a strategy to enhance CSAT and optimize operations. 63% of people would rather message than call customer service or email 66% of people are
ChurnZero
NOVEMBER 18, 2024
The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.
CSM Magazine
NOVEMBER 18, 2024
Effective sharing of documents is essential for both businesses and individuals. The ongoing discussion revolves around whether it is better to upload PDF files or send them as email attachments. By comprehending the merits of each approach, individuals can make informed choices. This article delves into the advantages of hosting PDF files on websites as opposed to using email attachments, shedding light on how this decision can influence workflow and communication effectiveness.
Cisco - Contact Center
NOVEMBER 18, 2024
Organizations can benefit from designing storage area networks (SANs) that are not only secure, but also with less impact on the planet.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Connecting the Dots
NOVEMBER 18, 2024
A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty. Manufacturers only hear about a small percentage of problems, usually 1 out of 10-16 problems for each complaint received.
Cisco - Contact Center
NOVEMBER 18, 2024
One of the most effective strategies for protecting your digital assets is microsegmentation. The success lies in how it's implemented and the planning.
Connecting the Dots
NOVEMBER 18, 2024
You know the cliché that you can’t have something that’s high quality AND gets to you fast AND is cheap at the same time? You can have two, but not all three. A project can be good and fast (though it’s probably a more expensive option). Or it can be good and cheap (but it may take a long time to be completed). Or it may be fast and cheap (but you might end up regretting the outcome when you see the low-end result).
Concentrix
NOVEMBER 18, 2024
Find out what made Concentrix a Strong Performer among the nine top vendors in the customer feedback management market.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Connecting the Dots
NOVEMBER 18, 2024
A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty. Manufacturers only hear about a small percentage of problems, usually 1 out of 10-16 problems for each complaint received.
Injixo
NOVEMBER 18, 2024
In a previous blog post , we defined, compared, and contrasted workforce optimization, workforce management, and workforce engagement management (WFO, WFM, and WEM). The purpose of this post is to identify the options for acquiring WFO, WFM, and WEM software, examine the pros and cons of each, and provide guidance to help you choose the solution (or solutions) that will work best for you.
Connecting the Dots
NOVEMBER 18, 2024
You know the cliché that you can’t have something that’s high quality AND gets to you fast AND is cheap at the same time? You can have two, but not all three. A project can be good and fast (though it’s probably a more expensive option). Or it can be good and cheap (but it may take a long time to be completed). Or it may be fast and cheap (but you might end up regretting the outcome when you see the low-end result).
Injixo
NOVEMBER 18, 2024
In a previous blog post , we defined, compared, and contrasted workforce optimization, workforce management, and workforce engagement management (WFO, WFM, and WEM). The purpose of this post is to identify the options for acquiring WFO, WFM, and WEM software, examine the pros and cons of each, and provide guidance to help you choose the solution (or solutions) that will work best for you.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Calabrio
NOVEMBER 18, 2024
Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge. Yet, as Gartners findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement management (WEM) solutions t
AWS Machine Learning
NOVEMBER 18, 2024
Today, we are happy to announce the availability of Binary Embeddings for Amazon Titan Text Embeddings V2 in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. With support for binary embedding in Amazon Bedrock and a binary vector store in OpenSearch Serverless, you can use binary embeddings and binary vector store to build Retrieval Augmented Generation (RAG) applications in Amazon Bedrock Knowledge Bases, reducing memory usage and overall costs.
Calabrio
NOVEMBER 18, 2024
Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025. In response to the recent Budget, Helen Dickinson, Chief Executive of the British Retail Consortium (BRC), highlighted the sectors growing financial pressures , including over 2.
AWS Machine Learning
NOVEMBER 18, 2024
Resilient architectures are the foundation upon which successful businesses are built. However, keeping up with the latest advancements and making sure your systems are resilient can be a daunting task. Between monitoring, analyzing, and documenting architectural findings, a lack of crucial information can leave your organization vulnerable to potential risks and inefficiencies.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Calabrio
NOVEMBER 18, 2024
Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply. This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity.
AWS Machine Learning
NOVEMBER 18, 2024
This post is co-authored with Nishant Gupta from InsuranceDekho. The insurance industry is complex and overwhelming, with numerous options that can be hard for consumers to understand. This complexity hinders customers from making informed decisions. As a result, customers face challenges in selecting the right insurance coverage, while insurance aggregators and agents struggle to provide clear and accurate information.
Calabrio
NOVEMBER 18, 2024
Analytics Pourquoi des solutions WEM plus intelligentes sont importantes : Le point de vue de Calabrio sur le Magic Quadrant 2024 de Gartner pour CCaaS Sautez en avant Share Dans le quadrant magique 2024 de Gartner pour les centres de contact en tant que service (CCaaS) , un message cl est clair : les centres de contact ont besoin d’outils modernes et avancs pour relever les dfis actuels et conserver leur avantage concurrentiel.
AWS Machine Learning
NOVEMBER 18, 2024
This post is co-written with Kaustubh Kambli from DXC Technology. DXC Technology is an IT services leader with more than 130,000 employees supporting 6,000 customers in over 70 countries. DXC builds offerings across industry verticals to deliver accelerated value to their customers. One of the sectors DXC has deep expertise in is energy. The oil and gas industry relies on discovering new drilling sites to drive growth.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Calabrio
NOVEMBER 18, 2024
Analytics Matriser l’augmentation des cots du commerce de dtail grce la gestion de l’engagement de la main-d’uvre : Une approche stratgique pour les ftes de fin d’anne Sautez en avant Share Les dtaillants britanniques se prparent la saison des achats la plus charge de l’anne, tout en faisant face la hausse des cots et aux changements rglementaires qui entreront en vigueur en avril 2025.
AWS Machine Learning
NOVEMBER 18, 2024
Recent enhancements in the field of generative AI , such as media generation technologies, are rapidly transforming the way businesses create and manipulate visual content. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, pr
Calabrio
NOVEMBER 18, 2024
Analytics Protger les clients de la fraude saisonnire : Utiliser WEM pour renforcer les centres de contact des services financiers Sautez en avant Share La prvention de la fraude est essentielle pour les centres de contact des services financiers, en particulier pendant les ftes de fin d’anne, lorsque les volumes de transactions augmentent fortement.
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