ShepHyken
DECEMBER 17, 2024
Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?
CCNG
DECEMBER 11, 2024
With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.
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Callminer
DECEMBER 1, 2024
Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.
TeleDirect
DECEMBER 25, 2024
How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. At the heart of delivering exceptional CX lies the ability to offer timely, consistent, and effective communication.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
HelpCrunch
DECEMBER 12, 2024
One might think that talking to a client online is a piece of cake and doesn’t require special behavior or adhering to chat etiquette. Like it’s OK to answer with a simple ‘No’ even if [ ] The post Live Chat Etiquette: Top Tips For Unmatched Customer Service appeared first on The HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 31, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company’s products or services?
CCNG
DECEMBER 25, 2024
In the dynamic landscape of CX providers and contact centers, communication and customer service plays a pivotal role in ensuring customer satisfaction. The importance of efficient customer service with contact center operations cannot be overstated, and many companies across a diverse set of vertical industries today require the use of sophisticated technology that enables agents to respond faster, with more accurate information.
Callminer
DECEMBER 30, 2024
Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.
AWS Machine Learning
DECEMBER 23, 2024
When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. This is where transcription confidence scores come in to help ensure reliable slot filling.
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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.
Toister Performance Solutions
DECEMBER 12, 2024
Imagine a customer service training program for your team. Most managers I talk to picture a big, annual program. It might be a formal class where everyone gathers for a half-day or a series of self-paced courses that take hours. The all-at-once approach creates a lot of problems. Low retention. Reps never remember all that's covered. Too long. Full or half-day workshops disrupt your operation.
TechSee
DECEMBER 11, 2024
2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i
ShepHyken
DECEMBER 31, 2024
This week, Im tackling the answers to 10 more of the 20 questions I answered last week. (Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Lets go! What would the title of your CX superhero alter ego be? Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
CCNG
DECEMBER 18, 2024
Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Having the support of those leaders makes it much easier to deliver great service. But what do you do if you work for a company where delivering exceptional customer service is not part of the culture?
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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
DECEMBER 29, 2024
Great customer experience is crucial for customer loyalty, retention, and overall business growth. This blog offers practical and effective ways to improve CX today. Read more.
3CLogic
DECEMBER 17, 2024
The contact center industry is constantly evolving. Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. In fact, 80% of customers report valuing the experience provided by an organization just as much as its products. 1 To stay competitive and ensure long-term business success, enterprises must quickly adapt and continue to invest in customer experience (CX) initiatives.
AWS Machine Learning
DECEMBER 4, 2024
Organizations of every size and across every industry are looking to use generative AI to fundamentally transform the business landscape with reimagined customer experiences, increased employee productivity, new levels of creativity, and optimized business processes. A recent study by Telecom Advisory Services , a globally recognized research and consulting firm that specializes in economic impact studies, shows that cloud-enabled AI will add more than $1 trillion to global GDP from 2024 to 2030
TechSee
DECEMBER 17, 2024
Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.
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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
DECEMBER 24, 2024
Lets play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so Im breaking it into two parts.
CSM Magazine
DECEMBER 13, 2024
Small CX teams don’t need to match big companies’ resources; AI lets them focus on what they do best by solving problems faster and building genuine connections with customers. Bigger companies have historically provided better customer experiences (CX) by staffing 24/7 agents and analytics teams to help them improve. Advancements in today’s artificial intelligence (AI) tools have leveled the playing field.
Callminer
DECEMBER 25, 2024
The product experience lifecycle helps map the customer journey and understand customers thoughts. This blog explores how contact center interactions can help companies improve their products.
Genroe
DECEMBER 17, 2024
Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.
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!
AWS Machine Learning
DECEMBER 4, 2024
When using generative AI, achieving high performance with low latency models that are cost-efficient is often a challenge, because these goals can clash with each other. With the newly launched Amazon Bedrock Model Distillation feature, you can use smaller, faster, and cost-efficient models that deliver use-case specific accuracy that is comparable to the largest and most capable models in Amazon Bedrock for those specific use cases.
SQM Group
DECEMBER 11, 2024
Let's explore how bad habits can be overcome to unlock the full potential of your call center team.
ShepHyken
DECEMBER 10, 2024
How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.
Upstream Works
DECEMBER 5, 2024
Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.
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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.
Callminer
DECEMBER 22, 2024
Effective call summarization can make a positive difference in contact center productivity and customer service. Read this blog to learn what call summaries are, why they're important and more.
CSM Magazine
DECEMBER 19, 2024
Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. cities compared to the same period in 2023, CNN reports. This theft also costs businesses an average of almost $70 billion per year. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses. Facial recognition uses artificial intelligence (AI) algorithms to analyze an individual’s facial features to either confirm or deny their identity which makes it an
AWS Machine Learning
DECEMBER 3, 2024
Digital experience interruptions can harm customer satisfaction and business performance across industries. Application failures, slow load times, and service unavailability can lead to user frustration, decreased engagement, and revenue loss. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.
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