24-7 InTouch

SEPTEMBER 6, 2024

Balancing operational efficiency with exceptional customer service is a challenge, especially as companies scale their support teams. The solution? Innovative digital tools that not only streamline processes but also maintain the high-quality service customers demand. A leading car-sharing app partnered with us to reduce agent handling time, boost interaction accuracy, and build customer trust.

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Average Handle Time Technology Customer Service 52

Beyond Philosophy

SEPTEMBER 6, 2024

In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.

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Cisco - Contact Center

SEPTEMBER 6, 2024

Discover how MSPs can leverage Cisco ThousandEyes to create tiered services, enhance DXA, and deliver proactive solutions for optimal network performance and customer satisfaction. Transform your offerings and drive success.

Management 98

Management 98

delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

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Surveys Marketing Metrics Customer Experience 95

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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

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Each CAI offering is unique: some vendors’ platforms include both customer self-service and agent assist/augmentation applications; others concentrate solely on delivering customer self-service capabilities; and there are also best-of-breed providers focused on e

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Self service CRM Enterprise Consulting 62

Concentrix

SEPTEMBER 6, 2024

See how a renewable energy leader streamlined service and boosted satisfaction with our innovative customer experience management platform solution.

Customer Experience 62

Customer Experience Technology Management 62

OctopusTech

SEPTEMBER 6, 2024

Shop owners can offer goods and services on e-commerce platforms like Shopify and Etsy. The primary distinction between the two is that, while Etsy is a marketplace, Shopify enables users to design their own branded space. Though many sellers also resell vintage clothing, craft supplies, and other unusual items, handcrafted goods are the primary focus of Etsy.

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Engineering Sales Marketing Accountability 62

Kapta Customer Success

SEPTEMBER 6, 2024

Discover how Kapta's Key Account Management Software can elevate your relationship with key customers. Dive into our blog to explore features that streamline account management and enhance strategic customer engagements. Experience a smarter way to maintain and grow your most valuable business relationships.

Accountability 59

Accountability CRM Management 59

ChurnZero

SEPTEMBER 6, 2024

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. It sounds straightforward but it’s easier said than done. It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement.

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Coaching Upselling SaaS Sales 52

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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

CSM Magazine

SEPTEMBER 6, 2024

Today’s marketing industry is fast-paced and rapidly developing. In such a world, it can be more challenging than ever to capture and retain customers’ attention. That’s where humor can help. Using funny pictures of people in your marketing strategy can be a game-changer and help you engage with your audience in a memorable and relatable way.

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Marketing Entertainment Best practices Advertising 52

Amplifai Coaching Category

SEPTEMBER 6, 2024

Discover the science behind the Service Recovery Paradox customer service phenomenon, explore real-world examples, and get practical tips for implementation. Find out how to measure its impact and use technology to amplify its effects in your business.

Technology 52

Technology Customer Service 52

CSM Magazine

SEPTEMBER 6, 2024

Cryptocurrency has exploded in popularity in recent years. Bitcoin, in particular, has seen its value skyrocket to an all-time high of $73,000 in March 2024. As more people are getting involved with Bitcoin, one of the most common questions is: what is the easiest way to buy Bitcoin with a credit card ? Using a credit card to purchase Bitcoin can be one of the simplest and most convenient options for beginners.

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industry standards Accountability Customer Support Management 52

Advantage Communications

SEPTEMBER 6, 2024

Outsourcing, the practice of contracting out specific business functions to external BPO providers, has become increasingly popular over time. This practice is driven not only by the recognition of the cost-saving benefits it offers, but also as a strategic tool for obtaining specialized talents, increasing scalability, and promoting innovation. This allows businesses to focus on their core competencies while delegating non-core operations to BPO firms.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

CSM Magazine

SEPTEMBER 6, 2024

When faced with the aftermath of medical negligence, the journey toward justice can be daunting. Medical negligence cases are complex, requiring not only emotional resilience but also a deep understanding of the legal landscape. Having expert legal support is not just beneficial—it’s essential. This article explores what it means to have expert legal support during a medical negligence case and why it can make all the difference.

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Healthcare Consulting Consulting Accountability 52

DMG Consulting

SEPTEMBER 6, 2024

MEDIA ALERT DMG Consulting Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report Sector is well-positioned to experience triple-digit revenue growth Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report When: Today, 6 September 2024 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provi

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Consulting Consulting Enterprise Self service 48

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) applications powered by large language models (LLMs) are rapidly gaining traction for question answering use cases. From internal knowledge bases for customer support to external conversational AI assistants, these applications use LLMs to provide human-like responses to natural language queries. However, building and deploying such assistants with responsible AI best practices requires a robust ground truth and evaluation framework to make sure they meet

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AWS Machine Learning

SEPTEMBER 6, 2024

This post was co-written with Mickey Alon from Vidmob. Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Specifically, such data analysis can result in predicting trends and public sentiment while also personalizing customer journeys, ultimately leading to more effective marketing and driving business.

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Analytics Metrics Chatbots Engineering 97

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