Tethr

MAY 22, 2024

Learn how you can use Tethr’s sentiment analysis for contact centers to tap into customer conversation insights that drive CX improvements.

Contact Center 102

Contact Center 102

Injixo

MAY 23, 2024

In today's fast-paced work environment, it seems like every office worker's calendar is packed with appointments. Coordination is crucial, and as the world around us becomes increasingly complex, it requires even more attention. This holds true for customer service as well. Team meetings, one-on-one discussions, and training sessions all need to be integrated into an already hectic daily routine.

Call Center 52

Call Center Customer Service Management 52

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. Traditional dialing methods, whether purely automated or entirely manual, often fall short of meeting these demands. This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.

Government 130

Government Best practices Benchmark Metrics 130

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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

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 105

Contact Center Personalization Quality management Management 105

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?

Analytics 59

Analytics Call Center Contact Center Sales 59

NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 52

ShepHyken

MAY 28, 2024

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

Customer Service 241

Customer Service Marketing Customer Experience 241

Beyond Philosophy

MAY 31, 2024

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Technology 221

Technology Management Marketing Customer Experience 221

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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

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. …And that’s if you even know where to start! Dan Smitley put together his essential guide to WFM features – separating the core features from the nice-to-haves – to help you make a more informed choice when comparing WFM vendo

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Bill Quiseng

MAY 29, 2024

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.

Customer Care 158

Customer Care Contact Center Metrics Customer Service 158

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Contact Center 136

Contact Center Technology Consulting Consulting 136

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

Advertising 134

Advertising APIs Education Analytics 134

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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

ShepHyken

MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

Customer Service 213

Customer Service Government Banking Customer centricity 213

Beyond Philosophy

MAY 24, 2024

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.

Sales 221

Sales Customer Experience Marketing 221

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 116

Engineering Technology Personalization Customer Experience 116

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Marketing 148

Marketing Customer Service Customer Experience 148

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

TechSee

MAY 30, 2024

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

Customer Service 124

Customer Service Technology Customer Experience 124

AWS Machine Learning

MAY 9, 2024

This post is co-written with Tom Famularo, Abhay Shah and Nicolette Kontor from Verisk. Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 133

Engineering Customer Support APIs Government 133

ShepHyken

MAY 26, 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. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

Customer Service 198

Customer Service B2B Marketing Metrics 198

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

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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.

Momentum Telecom

MAY 30, 2024

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

Totango

MAY 15, 2024

“AI may not replace me, but AI will definitely change the way I work.” This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. As CS grapples with rapidly evolving AI opportunities, executives from top companies gathered to share their hot takes on the advancements that will shape the future of the industry.

Sales 106

Sales Enterprise B2B Marketing 106

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Education 107

Education Feedback Entertainment Metrics 107

AWS Machine Learning

MAY 17, 2024

Generative AI is a type of artificial intelligence (AI) that can be used to create new content, including conversations, stories, images, videos, and music. Like all AI, generative AI works by using machine learning models—very large models that are pretrained on vast amounts of data called foundation models (FMs). FMs are trained on a broad spectrum of generalized and unlabeled data.

APIs 134

APIs Construction Engineering Enterprise 134

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

ShepHyken

MAY 13, 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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

Sales 221

Sales Customer Experience Management 221

CSM Magazine

MAY 29, 2024

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105