COPC
MARCH 11, 2024
Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.
Global Response
MARCH 27, 2024
Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact.
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Tethr
MARCH 6, 2024
Learn how to improve call center agent performance using conversation intelligence to inform agent coaching strategies.
BlueOcean
MARCH 14, 2024
Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on! Is It Time to Outsource? 5 Questions to Ask Yourself Maybe your organization is so early in the discovery phase that you’re not sure if you’re actually going to outsource at all.
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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.
Upstream Works
MARCH 28, 2024
Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Global Response
MARCH 27, 2024
An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create.
Ambs Call Center
MARCH 21, 2024
Ever make a call to a business because you have a pressing need? Then finally, you reach a live agent, but you can’t understand a word of what they’re saying? Is it frustrating? That’s the experience your customers may have when you hire a call center that outsources its services overseas.
ShepHyken
MARCH 12, 2024
Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.
Playvox
MARCH 12, 2024
Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.
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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.
Callminer
MARCH 11, 2024
Improving CX is critical, and sentiment analysis can empower companies to understand and respond to customers’ feelings and needs. This blog offers tips for selecting the best sentiment analysis tool.
Beyond Philosophy
MARCH 29, 2024
Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact.
TechSee
MARCH 21, 2024
Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.
The Northridge Group
MARCH 8, 2024
Every woman has a story to tell. Some read like a Shakespearian tragedy, some a Nora Jones romcom, while others mirror something more like a Harvard Business Review whitepaper. Whatever the story, there’s lessons to be taken and to be learned. As we celebrate International Women’s Day, we shine a light on four women of The Northridge Group, along with our fearless founder, Therese Fauerbach.
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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.
ShepHyken
MARCH 11, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?
AWS Machine Learning
MARCH 4, 2024
Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.
C3Centricity
MARCH 25, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.
Beyond Philosophy
MARCH 22, 2024
“What’s the one thing we need for a stellar Customer Experience ?” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar.
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!
TechSee
MARCH 11, 2024
Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI f
Toister Performance Solutions
MARCH 14, 2024
I bet I can diagnose your learning style with three questions. Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? How do you take notes in a training class? It was a fun trick I discovered as a new trainer. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real.
ShepHyken
MARCH 26, 2024
My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of
AWS Machine Learning
MARCH 15, 2024
In today’s landscape of one-on-one customer interactions for placing orders, the prevailing practice continues to rely on human attendants, even in settings like drive-thru coffee shops and fast-food establishments. This traditional approach poses several challenges: it heavily depends on manual processes, struggles to efficiently scale with increasing customer demands, introduces the potential for human errors, and operates within specific hours of availability.
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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.
C3Centricity
MARCH 12, 2024
What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.
Beyond Philosophy
MARCH 15, 2024
You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.
TechSee
MARCH 21, 2024
Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.
CSM Magazine
MARCH 26, 2024
Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.
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.
ShepHyken
MARCH 31, 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. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?
AWS Machine Learning
MARCH 7, 2024
Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.
ConvergeOne
MARCH 21, 2024
Before we navigate through the dynamic infrastructure landscape, it is imperative to define the very foundation upon which these technological advancements are built. Infrastructure, in its essence, encompasses the fundamental framework of interconnected systems and resources that enable the seamless flow of data, communication, and operations within an organization or across networks.
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