SQM Group

AUGUST 6, 2024

Understanding voice of the customer is vital for businesses because it provides insights that can drive improvements in products, services, and overall customer experience.

Customer Experience 109

Customer Experience 109

ShepHyken

AUGUST 6, 2024

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly

Customer Service 213

Customer Service Customer Experience Management 213

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

Call Center 182

Call Center Analytics Metrics 182

AWS Machine Learning

AUGUST 6, 2024

With last month’s blog, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. I explored how Bedrock enables customers to build a secure, compliant foundation for generative AI applications. Now I’d like to turn to a slightly more technical, but equally important differentiator for Bedrock—the multiple techniques that you can use to customize models and meet your specific business needs.

Engineering 140

Engineering Construction Entertainment Chatbots 140

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.

Sales

VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 105

Best practices Enterprise Surveys Time management 105

VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 98

Best practices Enterprise Surveys Time management 98

Cisco - Contact Center

AUGUST 6, 2024

Discover how Business Development Manager Shawn C.'s volunteering through the Time2Give program made a difference for sea turtles and her wellbeing, too.

Management 82

Management 82

Help Scout

AUGUST 6, 2024

Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth.

Customer advocacy 64

Customer advocacy Customer Experience 64

Interactions

AUGUST 6, 2024

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

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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.

Cloud contact

C3Centricity

AUGUST 6, 2024

Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

Interactions

AUGUST 6, 2024

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Cisco - Contact Center

AUGUST 6, 2024

The growing demand for advanced networking solutions in Multiple Dwelling Units MDUs presents significant business opportunities for MSPs to offer a range of cross-sale and up-sale of managed and professional IT services.

Marketing 60

Marketing Sales Management 60

24-7 InTouch

AUGUST 6, 2024

Retail and e-commerce companies experience extreme surges in volume, during member or customer sales events, for example. These surges require lengthy hiring and training periods that lead to operational inefficiencies and an increased cost to the program. A leading beauty brand needed our help handling emails faster and improving productivity in the pre-interaction stage, before agents connect with the consumer.

Sales 59

Sales 59

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!

Marketing

Concentrix

AUGUST 6, 2024

Concentrix is honored to be recognized by the 2024 Sustainability Awards for Project Change, our global ESG program.

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delighted

AUGUST 6, 2024

At Delighted, we’re all about making your day-to-day Voice of the Customer tasks as simple as possible. From reaching your customers wherever they are, to extracting valuable insights from your survey data, experience management should be a seamless part of your workday. We kept this goal in mind as we recently launched major ease-of-use updates within both CX and Surveys products and introduced new ways to connect with your customers.

Surveys 52

Surveys Feedback Accountability Marketing 52

Cisco - Contact Center

AUGUST 6, 2024

As part of building a resilient architecture, it is essential to include and plan for scenarios in which the endpoint or workload solution might fail.

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CSM Magazine

AUGUST 6, 2024

Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange. Specialising in the quick service restaurant (QSR), hospitality, education, and retail sectors, Kiwi FM offers a comprehensive range of reactive, planned, and compliance commercial building services. Since adopting the 6-in-1 solution, which seamlessly integrates back-office management processes with field operatives via mobile devices, Kiwi FM has d

Engineering 52

Engineering CRM Finance Education 52

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

AWS Machine Learning

AUGUST 6, 2024

Music generation models have emerged as powerful tools that transform natural language text into musical compositions. Originating from advancements in artificial intelligence (AI) and deep learning, these models are designed to understand and translate descriptive text into coherent, aesthetically pleasing music. Their ability to democratize music production allows individuals without formal training to create high-quality music by simply describing their desired outcomes.

Scripts 109

Scripts Gamification Education Best practices 109