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This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.
Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space.
I was never rattled by an upset customer. Never hesitated to speak with them, never cowered in fear, and never pushed them off to a coworker. I looked forward to the opportunity to “make things right”. When the sh*t hit the fan, I always knew what to do. How can that be? Am I crazy and want to get into an argument with an angry customer ? Of course not.
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.
I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr
What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers. Q. What makes LumenVox […].
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers. Q. What makes LumenVox […].
“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.
A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Things have changed dramatically over the past couple of years, and the customer behavior shared by your customer segments is one of them.
“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal. Your experience will depend on the agent’s next few words. What will her response be to your request? “Please provide me with your policy information, claim number, date of filing and description of the damage.”.”. or. “Thanks for following up, Mr.
Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right
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.
?It was my first day of work as the Director of Operations for a contact center outsourcing company. I had been working about three hours when the CEO walked into my office and made a request that sent my head swirling. “Vicki, I am not going to be able to make payroll this week. I am wondering if you will hold onto your first paycheck and not cash it for about a week.
The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022. The COVID-19 pandemic accelerated the shift to […].
There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.
Organizations only pay lip service to CX, and now, we have the numbers to prove it. From Zendesk’s The Trends Report 2022 , you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX. You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performan
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS.
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?
How closely are the employee and customer experience related? Very. Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Recently I sat down with Momentive, Inc to explore some of the challenges facing employees, how companies can create better employee experiences, and how doing so creates a much better customer experience.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and how do you achieve this nexus?
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.
Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
??Efficiency, Productivity, Resourcefulness. ?At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue. Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. We’ve taken this logic and applied it to every facet of our professional environments.
You ask Siri if you need your umbrella, and she tells you it looks like rain. You ask Alexa to play some jazz, and Miles Davis flows out of the speaker. So, computers understand what we say now, right? But the answer isn’t so simple. Because to understand what we say, computers must solve two […].
“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Experiments serve as the gold standard for determining causality. If we create them correctly, we know that an action we take makes something else happen and there isn’t any other explanation.
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.
All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.
??I ?recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture. We asked and discussed the question: "What are you doing as a company to set up training programs for those who want to lead (not all people want to), and truly pick the best person for the job based on the
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