SQM Group

FEBRUARY 13, 2024

In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Contact Center 82

Contact Center Technology Customer Experience 82

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

Metrics 393

Metrics Customer Service Consulting Consulting 393

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Tethr

FEBRUARY 14, 2024

Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.

Call Center 80

Call Center Metrics Customer Experience 80

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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.

Contact Center

Ambs Call Center

FEBRUARY 21, 2024

If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.

Answering services 82

Answering services 82

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.

Call Center 105

Call Center Contact Center Management Customer Service 105

Cisco - Contact Center

FEBRUARY 26, 2024

By shifting from point-solutions to a cybersecurity platform approach, IT and security teams significantly improve their efficiency and security outcomes.

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105

SQM Group

FEBRUARY 27, 2024

High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

Gamification 87

Gamification 87

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

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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.

Analytics

Callminer

FEBRUARY 25, 2024

Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available. Read this blog to learn why CX is important and what to look for when selecting a CX solution.

Customer Experience 265

Customer Experience 265

Beyond Philosophy

FEBRUARY 23, 2024

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.

Accountability 221

Accountability Finance Technology Management 221

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce.

Best practices 195

Best practices CCNG Technology Surveys 195

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

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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.

Contact Center

AWS Machine Learning

FEBRUARY 9, 2024

Enterprises are seeking to quickly unlock the potential of generative AI by providing access to foundation models (FMs) to different lines of business (LOBs). IT teams are responsible for helping the LOB innovate with speed and agility while providing centralized governance and observability. For example, they may need to track the usage of FMs across teams, chargeback costs and provide visibility to the relevant cost center in the LOB.

SaaS 141

SaaS APIs Government Accountability 141

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

Customer Experience 361

Customer Experience Transportation Airlines Customer Service 361

C3Centricity

FEBRUARY 27, 2024

Organizations must be agile and adaptable to thrive in today’s rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption. The traditional approach to turbulent times has always been a monumental, top-down transformation. But this is no longer the only path to success and is certainly not the most effective.

Employee engagement 114

Employee engagement Surveys Enterprise Marketing 114

Beyond Philosophy

FEBRUARY 16, 2024

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.

Construction 221

Construction Personalization 221

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

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce.

Best practices 195

Best practices CCNG Technology Surveys 195

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid

outsourcing 118

outsourcing contact center solutions Contact Center Business Process Outsourcing 118

AWS Machine Learning

FEBRUARY 8, 2024

Generative AI agents are a versatile and powerful tool for large enterprises. They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

APIs 138

APIs Scripts Enterprise Management 138

ShepHyken

FEBRUARY 26, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?

Customer Service 250

Customer Service Customer Experience 250

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C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.

Feedback 114

Feedback Surveys Marketing Customer Experience 114

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operationa

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.

Upselling 111

Upselling Metrics Enterprise Best practices 111

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

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-

APIs 134

APIs Healthcare Scripts Enterprise 134

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Her story is an interesting one.

Airlines 241

Airlines Customer Service Customer Experience Management 241

Toister Performance Solutions

FEBRUARY 8, 2024

I love In-N-Out for its remarkable consistency. The service is the same every time I go. There's a warm and friendly greeting. The cashier takes my order and confirms it. They conclude the transaction by handing me my receipt, telling me my guest number, and thanking me. It always happens. Each step has a purpose. The greeting establishes rapport and makes me feel welcome.

Technical Support 104

Technical Support Feedback Contact Center Customer Service 104