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.

Customer Service 190

Customer Service CRM Customer Experience 190

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.

APIs 99

APIs Government Engineering Accountability 99

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.

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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

APIs 92

APIs Entertainment Benchmark Advertising 92

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

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.

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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.

call center professionals 52

call center professionals Call Center Contact Center Surveys 52

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.

Finance 62

Finance Complaint resolution Education Benchmark 62

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.

Chatbots 52

Chatbots Technology Customer Support Customer Service 52

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).

Surveys 62

Surveys Wait times Feedback Consulting 62

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Contact Center

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

Customer Experience 52

Customer Experience Healthcare Enterprise Chatbots 52

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.

Finance 62

Finance Complaint resolution Education Benchmark 62

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.

Contact Center 52

Contact Center Feedback Best practices Customer Experience 52

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).

Surveys 62

Surveys Wait times Feedback Consulting 62

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

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

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

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.

Benchmark 100

Benchmark APIs Engineering Analytics 100

Concentrix

NOVEMBER 18, 2024

Find out what made Concentrix a Strong Performer among the nine top vendors in the customer feedback management market.

Feedback 54

Feedback Management Marketing 54

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.

Management 52

Management SaaS B2B Metrics 52

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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

Calabrio

NOVEMBER 18, 2024

Analytics Warum smarte WEM-Lsungen wichtig sind: Calabrio’s Meinung zum Gartner Magic Quadrant 2024 fr CCaaS Vorsprung Share In Gartners Magic Quadrant 2024 fr Contact Center as a Service (CCaaS) wird eine Kernaussage deutlich: Contact Center brauchen moderne, fortschrittliche Tools, um die heutigen Herausforderungen zu meistern und ihren Wettbewerbsvorteil zu behalten.

Contact Center 52

Contact Center Analytics Feedback Management 52

AWS Machine Learning

NOVEMBER 18, 2024

Cloud technologies are progressing at a rapid pace. Businesses are adopting new innovations and technologies to create cutting-edge solutions for their customers. However, security is a big risk when adopting the latest technologies. Enterprises often rely on reactive security monitoring and notification techniques, but those techniques might not be sufficient to safeguard your enterprises from vulnerable assets and third-party attacks.

APIs 75

APIs Accountability Engineering Enterprise 75

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.

Analytics 52

Analytics 52

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.

Engineering 52

Engineering Analytics Accountability Feedback 52

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Calabrio

NOVEMBER 18, 2024

Analytics Steigende Kosten im Einzelhandel mit Workforce Engagement Management meistern: Ein strategischer Ansatz fr die Weihnachtszeit Vorsprung Share Einzelhndler in ganz Grobritannien bereiten sich auf die geschftigste Einkaufssaison des Jahres vor, whrend sie gleichzeitig mit steigenden Kosten und regulatorischen nderungen zu kmpfen haben, die im April 2025 in Kraft treten werden.

Management 52

Management Analytics Morale Personalization 52

Cisco - Contact Center

NOVEMBER 18, 2024

In today’s fast-paced digital landscape, finding precise and relevant information is crucial. At DevNet, we continuously innovate to enhance the user experience and streamline how our users interact with our platform.

APIs 80

APIs 80

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.

Analytics 52

Analytics Morale Technology 52

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?

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Consulting Consulting Marketing Customer Experience 356

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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

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.

Analytics 52

Analytics Management 52

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.

APIs 93

APIs Surveys Chatbots Construction 93

Calabrio

NOVEMBER 18, 2024

Analytics Schutz der Kunden vor saisonalem Betrug: Einsatz von WEM zur Strkung der Kontaktzentren von Finanzdienstleistern Vorsprung Share Betrugsprvention ist fr Finanzdienstleistungs-Kontaktzentren von entscheidender Bedeutung, insbesondere whrend der Weihnachtszeit, wenn das Transaktionsvolumen stark ansteigt. Zu dieser Jahreszeit besteht ein hohes Risiko von Betrugsversuchen wie Kontobernahmen und Phishing-Betrug, da Betrger die Eile und die erhhte Aktivitt ausnutzen.

Analytics 52

Analytics Contact Center Management 52