ShepHyken
JANUARY 3, 2024
Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them.
Totango
JANUARY 3, 2024
As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NobelBiz
JANUARY 3, 2024
Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Indust
Totango
JANUARY 3, 2024
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.
Advertisement
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.
AnswerConnect
JANUARY 3, 2024
Struggling to achieve seamless customer interactions in your small business? Read on for the best strategies and tools to enhance customer satisfaction. The post The ultimate guide to seamless customer interactions for small businesses appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
JANUARY 3, 2024
Six CX leaders share the contact center automation trends that will shape the agent and customer experience in 2024.
DMG Consulting
JANUARY 3, 2024
Shrinkage is an important topic in the contact center Donna Fluss defines shrinkage in the contact center and how to calculate it. The post Shrinkage is an important topic in the contact center appeared first on DMG Consulting.
Zappix
JANUARY 3, 2024
Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. Zappix is a privately held software company offering patented cloud-based technology geared to the smartphone era that transforms the Customer Care Experience.
FluentStream
JANUARY 3, 2024
Originally published by Contact Center Pipeline / Image Credit: Contact Center Pipeline What SMBs need to know about optimizing these critical solutions. COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing. Read More The post Unifying UC with Contact Center Capabilities appeared first on FluentStream.
Advertisement
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.
Zappix
JANUARY 3, 2024
Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. Zappix is a privately held software company offering patented cloud-based technology geared to the smartphone era that transforms the Customer Care Experience.
24-7 InTouch
JANUARY 3, 2024
Every interaction along the customer and agent journeys, from initiation to resolution, shapes the overall perception of a brand. IntouchCX emphasizes the significance of an end-to-end approach, ensuring that every stage of contact matters in delivering heightened customer satisfaction. IntouchNXT , our think tank and innovation hub, aims to address your current challenges while sparking innovative thoughts that go beyond the status quo.
Zappix
JANUARY 3, 2024
Come and join Zappix in Burlington MA and be part of a group bringing amazing new digital services to the market. With high-profile customers and industry-leading partners, Zappix is bringing On-Demand Digital Customer Service and Digital Patient Engagement Solutions to patients and consumers. Zappix is a privately held software company with an innovative cloud-based technology geared to the smartphone era that transforms the patient experience by providing a comprehensive Digital Patient Engage
FluentStream
JANUARY 3, 2024
Originally published by Contact Center Pipeline / Image Credit: Contact Center Pipeline What SMBs need to know about optimizing these critical solutions. COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing. Read More The post Unifying UC with Contact Center Capabilities appeared first on FluentStream.
Advertisement
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.
Zappix
JANUARY 3, 2024
Come join Zappix in Burlington MA and be part of a group that is creating amazing new technology. With high-profile customers, Zappix is changing how people are using their mobile phones by bringing On-Demand Visual Self-Service Solutions to the market. Zappix is a privately held software company with an innovative and sophisticated cloud-based technology that transforms the Customer Service Experience by providing digital self-service solutions to improve customer satisfaction, increase self-se
CSM Magazine
JANUARY 3, 2024
It is not enough for an online casino to have an extensive game library to attract and retain players. Interaction with clients and custom support also play a significant role. Standard methods of communication with support are telephone number and email. There are also innovative chatbots that help quickly solve players’ problems, provide relevant information, and increase overall customer satisfaction.
kommunicate
JANUARY 3, 2024
Last Updated on January 3, 2024 Generative AI leapfrogged in 2023, and no, that is no understatement. New tools were coming into the market every single day, and we introduced 2 new features into our product based on generative AI – The Website scraper and Document scanner. 2024 is going to be no different. We [.] The post Top Generative AI Trends to Watch out in 2024 appeared first on Kommunicate Blog.
CSM Magazine
JANUARY 3, 2024
Have you ever come across an advertisement on your smartphone from a nearby store? There’s a high chance they are using geofencing as their digital marketing strategy. Geofencing is a location-based advertising strategy that uses GPS and other location-tracking tools to create a virtual boundary. When a smartphone enters the virtual boundary, it triggers an action, most commonly a notification on your phone, enticing you to take a desirable action.
Advertisement
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.
DMG Consulting
JANUARY 3, 2024
Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Here are the top 5 practical considerations for contact center leaders as we enter the new year: Artificial intelligence (AI) is here to stay, and it’s time to get on board – The hype surrounding AI is extremely high and generating a lot of noise, making it hard to figure out what’s actually real and working.
Help Scout
JANUARY 3, 2024
Learn how to create a shared Instagram account, how it can benefit your business, and, most importantly, three methods for managing your account as a team.
CSM Magazine
JANUARY 3, 2024
A financial emergency can happen anytime, and while a major appliance breaking or car troubles do not care about your credit score, unfortunately, loan lenders do. This is why it is important to understand your credit score and how it will impact your search for loans for bad credit. If you are dealing with a low credit score but need a personal loan for bad credit , here are four key features you should look for in a bad credit loan lender. 1.
Hodusoft
JANUARY 3, 2024
Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. An era where agents can work from anywhere in the world without being tied to one particular place.
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!
Expert insights. Personalized for you.
250 
Let's personalize your content