ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

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Self service Technology Contact Center Customer Service 208

Tethr

JULY 2, 2024

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

Contact Center 94

Contact Center Customer Experience Customer Service 94

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Customer Service 89

Customer Service Customer Experience 89

VirtualPBX

JULY 2, 2024

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

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Call Logging Morale Best practices Personalization 84

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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

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

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outsourcing Contact Center Customer Care contact center solutions 62

Balto

JULY 2, 2024

The sales process in the health insurance industry is pretty complex. First, you have stringent compliance requirements to deal with. Not to mention, the wide range of health plans, coupled with the fact that insurance is one of the hardest products to sell, adds to the complexity. HIS companies that direct their efforts to improve the sales process in their contact centers typically face challenges such as a lack of call insights, inability to maintain compliance, and poor coaching outcomes.

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Sales Coaching Contact Center Government 52

JustCall

JULY 2, 2024

In the competitive world of car sales, mastering the art of communication can dramatically increase your chances of closing deals. Effective sales scripts tailored for various customer interactions can guide conversations to successful outcomes. This article provides ten car sales script samples that harness the power of persuasive dialogue to boost your sales performance with JustCall. 20 Car Sales Scripts Need to rev up your sales conversations?

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Scripts Sales Finance Automotive 52

Zappix

JULY 2, 2024

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities. We examine how modern outsourcing partnerships are extending beyond traditional boundaries, fostering innovation hubs, and providing access to cutting-

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

JustCall

JULY 2, 2024

Navigating international business can be tricky, especially when it involves communication with clients in the United Kingdom. A UK virtual phone number simplifies this challenge, making it as easy as if you were locally based. JustCall provides a seamless solution that allows businesses worldwide to quickly acquire a UK number. This guide offers a straightforward approach to understanding and securing a UK virtual phone number for your business.

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voip Telecommunications Customer centricity Marketing 52

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

AnswerConnect

JULY 2, 2024

It’s not easy knowing when you’ve crossed the line from “Want” to “Need”. Read this guide for 7 signs it’s time to hire a virtual phone answering assistant The post 7 reasons it’s time for a virtual phone answering assistant appeared first on AnswerConnect Blog.

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JustCall

JULY 2, 2024

Whether you’re planning an extended stay in the Philippines for tourism or returning home after years abroad, maintaining seamless communication is crucial. JustCall provides an efficient solution with its virtual phone numbers, enabling you to connect locally without the hassle of traditional telecommunication barriers. This guide details how you can stay connected in the Philippines, whether for personal or business purposes.

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voip Telecommunications Technology Personalization 52

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

Big data 52

Big data Upselling Banking Customer effort 52

JustCall

JULY 2, 2024

Whether you’re planning to set up a new branch of your business in Los Angeles or simply want to stay connected with friends and family in the area, a Los Angeles virtual phone number can be an invaluable tool. JustCall makes it easy to obtain a local number that lets you manage calls with the ease and familiarity of a local resident, all without the need for physical infrastructure.

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voip Marketing Technology Personalization 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

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Telemarketing Call Center Scripts Contact center software 52

JustCall

JULY 2, 2024

A Sales Assistant is crucial in the fast-paced retail environment, adept at handling customer interactions and transactions to foster a welcoming atmosphere. They are instrumental in ensuring a pleasant shopping experience, which directly impacts the store’s profitability and customer loyalty. Let’s explore what makes this role essential in any retail setting.

Sales 52

Sales Education Analytics Personalization 52

Hodusoft

JULY 2, 2024

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well. Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” The event brought together Subject Matter Experts, Mr.

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Agent burnout Customer Experience Abandon rate Average Handle Time 52

JustCall

JULY 2, 2024

A Sales Executive plays a pivotal role in driving the revenue of a company by engaging with clients and closing sales deals. Their strategic approach to client management and keen market insight are essential for the company’s growth and market presence. Discover how this role is structured within the corporate framework and why it is so crucial for sustained business success.

Sales 52

Sales Education Analytics Marketing 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Concentrix

JULY 2, 2024

Concentrix Marketing Engagement Platform (MEP) has been selected as a winner in the 2024 Sales and Marketing Technology Awards (aka Sammys).

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Sales Technology Marketing 48

JustCall

JULY 2, 2024

A Customer Support Representative is pivotal in ensuring that customers have a seamless interaction with a company, addressing inquiries and resolving issues efficiently. This role is central to building trust and satisfaction among customers, which significantly enhances company reputation and customer retention. This article outlines what makes this job essential in maintaining customer satisfaction.

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Customer Support Education Customer retention Feedback 52

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

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Contact Center Self service Multi-channel support Call Center 47

JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Canada communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Canada, highlighting their features, pricing, and pros to help you make an informed decision.

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voip APIs Interactive Voice Response Enterprise 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

The Petrova Experience

JULY 2, 2024

Welcome to the busiest week of US summer travel. AAA predicts travel this week across airports, train stations, and roads, will reach higher than pre-pandemic levels for the first time. Nearly six million of those travelers are expected to go through US airports in the next few days. With numbers like this, the flow of passengers through transportation hubs is critical for operational success and customer satisfaction.

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Journey mapping Transportation Customer centricity Customer Experience 52

JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Los Angeles communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Los Angeles, highlighting their features, pricing, and pros to help you make an informed decision.

voip 52

voip CRM Analytics Customer Support 52

AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines

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Healthcare APIs Government Accountability 100

JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Australia communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Australia, highlighting their features, pricing, and pros to help you make an informed decision.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

AWS Machine Learning

JULY 2, 2024

With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.

APIs 92

APIs Scripts Enterprise Engineering 92

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

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Accountability B2B Chatbots CRM 52

AWS Machine Learning

JULY 2, 2024

Originally PyTorch used an eager mode where each PyTorch operation that forms the model is run independently as soon as it’s reached. PyTorch 2.0 introduced torch.compile to speed up PyTorch code over the default eager mode. In contrast to eager mode, the torch.compile pre-compiles the entire model into a single graph in a manner that’s optimal for running on a given hardware platform.

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