Cyara
OCTOBER 3, 2023
We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.
ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
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ConvergeOne
OCTOBER 3, 2023
Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.
LiveVox
OCTOBER 3, 2023
In financial services, each interaction carries a lot of weight, so the art of segmentation is a powerful ally. It enables a tailored approach that resonates with each customer’s unique needs. In this dynamic landscape where digital transformation intertwines with personalized experiences, effective segmentation is the beacon guiding you to success.
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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.
ConvergeOne
OCTOBER 3, 2023
Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
OCTOBER 3, 2023
Cecilia Nilsson This post was written by Cecilia Nilsson, a biologist currently based and working as a researcher at the Department of Biology at Lund University.
Help Scout
OCTOBER 3, 2023
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
Cisco - Contact Center
OCTOBER 3, 2023
Organizations are increasingly adopting software-defined wide area networks (SD-WAN) to enhance network performance, reduce costs, and improve overall connectivity.
CSM Magazine
OCTOBER 3, 2023
In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through times, whether it’s a downturn, a public relations scandal, or a global pandemic like COVID-19. One crucial aspect of weathering storms is the presence of crisis-ready teams that can maintain engagement and productivity.
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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.
Balto
OCTOBER 3, 2023
New report explores how growth in AI has changed operational priorities, technological advances, and the agent’s role. St. Louis, MO — Balto’s Conversation Excellence Lab has released a new report detailing the past, present, and future of contact center AI, and the ROI coming from AI tools. The report, “Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023,” is based on a survey that asked over 400 contact center managers and leaders how AI has changed the day-t
CSM Magazine
OCTOBER 3, 2023
Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare.
Cisco - Contact Center
OCTOBER 3, 2023
It’s October 3rd! You know what that means? It’s CX Day – a global celebration focused on organizations, individuals, customers, and partners at the heart of better customer experiences.
CSM Magazine
OCTOBER 3, 2023
(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK
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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.
Cisco - Contact Center
OCTOBER 3, 2023
“Our employees are our most valuable asset”, we’ve heard that a lot over the years, but rarely do retail associates get the same level of attention that the retail consumers do.
Babelforce
OCTOBER 3, 2023
Cool Vendor™ Acknowledges Innovative, Impactful, and Intriguing Brands Berlin-based customer experience (CX) platform babelforce is thrilled to announce their recognition as a Gartner Cool Vendor 2023 in the Gartner Cool Vendors in Composable Customer Engagement Platforms report. “This is a huge accolade for our organization,” said Pierce Buckley, CEO and Co-founder of babelforce.
Nicereply
OCTOBER 3, 2023
There’s a strong correlation between customer satisfaction and a company’s financial performance. Satisfied customers tend to purchase more, return more often, and bring in more revenue. Measuring customer satisfaction is more than just a metric — it provides insights, drives improvements, and can cascade positive effects on nearly every facet of a business.
Hodusoft
OCTOBER 3, 2023
HoduSoft Earns a Remarkable Spot in CIO Insider Magazine's Top 10 UC Providers of 2023 In today’s rapidly evolving communications technology landscape, a large number of organizations are shifting towards Unified Communications (UC) solutions. As per a report , The global market for unified communications was valued at $113.48 billion in 2022 and is projected to experience a compound annual growth rate (CAGR) of 17.4% from 2023 to 2030.
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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.
SmartKarrot
OCTOBER 3, 2023
Customer Success Managers are at the heart of retaining and growing customer accounts. They help clients get value from the product or service. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.
SmartKarrot
OCTOBER 3, 2023
In this post, we explore how to boost user engagement with a proven playbook. Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. This comprehensive playbook will provide you with actionable insights to drive user engagement and achieve your desired outcomes. 1.
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