Callminer
AUGUST 20, 2024
Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.
CCNG
AUGUST 28, 2024
In today’s fast-paced business environment, digitalization is not just a choice – it’s a necessity. While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.
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Callminer
AUGUST 26, 2024
Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.
SQM Group
AUGUST 20, 2024
Explore 20 essential habits that call center agents can integrate into their daily routines.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
TechSee
AUGUST 26, 2024
Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service. In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
IdeasUnlimited
AUGUST 28, 2024
In today’s competitive markets, businesses cannot afford to lose customers. As there’s an increase in customer expectations day by day, companies need to ensure they are available for their customers to assist them at any time. This is where After-hour call center services come into action to provide relief to business owners by efficiently handling their customer support service and operating outside regular business hours.
Beyond Philosophy
AUGUST 9, 2024
Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.
ShepHyken
AUGUST 20, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others.
CCNG
AUGUST 21, 2024
The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack.
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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.
Bill Quiseng
AUGUST 14, 2024
QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.
TechSee
AUGUST 7, 2024
Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. A series of glowing reviews can enhance brand loyalty and attract new patrons, whereas negative feedback may meaningfully impact business.
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.
Beyond Philosophy
AUGUST 2, 2024
Colin has a bone to pick. No, it’s not with cable providers this time. It’s with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers’ efforts, lack of collaboration, excessive use of jargon, and poor time management.
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!
ShepHyken
AUGUST 25, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience.
Totango
AUGUST 13, 2024
“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.
Momentum Telecom
AUGUST 27, 2024
Office 365 licensing can be complex. Navigating all the available apps, features, and add-ons quickly becomes confusing, especially when considering different voice services. Microsoft offers its own Calling Plan alongside Operator Connect and Direct Routing, two options for bringing your own PSTN carrier. Which license does your company actually need to unlock Operator Connect?
Cisco - Contact Center
AUGUST 15, 2024
Cisco’s advanced AI features help SMBs boost productivity, enhance security, and optimize hybrid work, leading to smarter workplaces and a competitive edge in the digital world.
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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.
AWS Machine Learning
AUGUST 28, 2024
Incorporating generative artificial intelligence (AI) into your development lifecycle can offer several benefits. For example, using an AI-based coding companion such as Amazon Q Developer can boost development productivity by up to 30 percent. Additionally, reducing the developer context switching that stems from frequent interactions with many different development tools can also increase developer productivity.
Beyond Philosophy
AUGUST 30, 2024
In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a hi
ShepHyken
AUGUST 11, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.
AnswerConnect
AUGUST 20, 2024
Everyone makes mistakes, but in business, those errors could cost you. Here are the top 11 customer service mistakes and tips to avoid them in your business. The post The top 11 customer service mistakes and how to overcome them appeared first on AnswerConnect Blog.
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.
Momentum Telecom
AUGUST 8, 2024
Download our datasheet to learn more about Momentum Managed Network Dynamic, flexible, purpose-built managed networks. Whatever your networking needs, we’ll design a solution to fulfill them. Every implementation is completed by a team of highly-trained engineers and maintained with high-touch support and hands-on management. And don’t worry if we don’t already have a presence in your region — we can deploy our own circuits and make our services available to you.
Cisco - Contact Center
AUGUST 12, 2024
This blog explores the paradigm shift brought about by AIOps, which combines the power of AI and automation to streamline IT operations, enhance decision-making, and drive proactive problem resolution.
AWS Machine Learning
AUGUST 15, 2024
QnABot on AWS (an AWS Solution) now provides access to Amazon Bedrock foundational models (FMs) and Knowledge Bases for Amazon Bedrock , a fully managed end-to-end Retrieval Augmented Generation (RAG) workflow. You can now provide contextual information from your private data sources that can be used to create rich, contextual, conversational experiences.
Beyond Philosophy
AUGUST 29, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. I get it. It runs against the conventional wisdom.
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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.
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
Select VoiceCom Blog
AUGUST 13, 2024
Rhea Stephani Mira was recognized as SVC Titan of the Month for July 2024, standing out among her fellow top performers. Since joining Select VoiceCom in October 2021, Rhea has consistently shown professionalism, integrity, and excellence as a client-dedicated call center agent. At 27, she has proven herself to be much more than just a pretty face and friendly voice.
Momentum Telecom
AUGUST 8, 2024
Download our datasheet to learn more about Momentum Azure ExpressRoute We’ll make your cloud connections fast, reliable, and private. Establish optimal cloud-to-cloud connectivity by working with a certified Azure ExpressRoute provider. Whether you want to enhance your business applications by connecting workplaces and data centers or connect directly to Microsoft’s leading services, Momentum’s got you covered.
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