ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.

Feedback 325

Feedback Customer centricity Contact Center Surveys 325

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. Despite the creativity of your approaches or the generosity of your rewards and incentives, you've likely come across a particular challenge: apathy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. With worldwide end-user spending on public cloud services to total $591.8 billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Cost is only one of them. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services.

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outsourcing Contact Center Real estate Business Process Outsourcing 98

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Contact Center Pipeline

MARCH 9, 2023

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.

Sales 130

Sales Customer Service Management 130

SmartAction

MARCH 7, 2023

After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. What are the key drivers of this explosive growth in the CAI market? Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions. Through this blog, let’s understand the types of contact centers that exist to make business functions easy.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

CSM Magazine

MARCH 9, 2023

eCommerce has broken down barriers when it comes to consumerism and largely moved the vendor-buyer transaction to a faceless digital one. Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are three main arms to providing excellent customer service in the ecommerce sphere, and the most crucial of these is, undoubtedly, the speed and accuracy of delivery,

Customer Service 52

Customer Service CRM Surveys Customer Experience 52

Strategic Contact

MARCH 9, 2023

In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency. We’ve facilitated advisory group meetings and roundtables in which CU contact center leaders discuss significant accomplishments, challenges, and plans.

Contact Center 62

Contact Center Benchmark Metrics Surveys 62

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 302

Customer Service Employee engagement Customer Support Management 302

Beyond Philosophy

MARCH 4, 2023

One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don’t have an MBA.

Education 221

Education Personalization Customer Experience 221

Callminer

MARCH 8, 2023

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

Customer retention 182

Customer retention 182

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

Customer Experience 158

Customer Experience Accountability Customer Service Customer Care 158

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

ShepHyken

MARCH 8, 2023

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience.

Marketing 296

Marketing Personalization Customer Service 296

Beyond Philosophy

MARCH 9, 2023

One of our listeners, Clive Hearst, is in a pickle. Hearst wrote to us asking whether he should invest in an MBA. In other words, Hearst is asking what the value of an MBA is. Is it just a piece of paper, or something that business people today must have? Now, considering I don’t have an MBA, my answer, which is at the end, may surprise you. However, my first advice is that Hearst shouldn’t just take one person’s opinion; he should get multiple perspectives.

Education 39

Education Finance Marketing Engineering 39

Callminer

MARCH 6, 2023

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.

Best practices 182

Best practices 182

AWS Machine Learning

MARCH 10, 2023

Online fraud has a widespread impact on businesses and requires an effective end-to-end strategy to detect and prevent new account fraud and account takeovers, and stop suspicious payment transactions. Detecting fraud closer to the time of fraud occurrence is key to the success of a fraud detection and prevention system. The system should be able to detect fraud as effectively as possible also alert the end-user as quickly as possible.

APIs 143

APIs Banking Accountability Analytics 143

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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.

Customer Experience

ShepHyken

MARCH 5, 2023

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 comment about each article and would like to hear what you think too. How Companies Can Improve Their Customer Service Practices by Pete Mercer (Repertoire) Every year, businesses across the world spend months planning and strategizing the best ways to attract and retain customers in an increasingly competitive market.

Customer Service 27

Customer Service Metrics Upselling Healthcare 27

Contact Center Pipeline

MARCH 8, 2023

The COVID-19 pandemic’s disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more effective and efficient, helping them optimize profits under unpredictable economic conditions.

Management 130

Management Technology 130

Outsource Consultants

MARCH 9, 2023

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations. As a result, many call centers were forced to make short-term adaptations to their employees’ working processes in a blink of an eye.

Morale 128

Morale Call Center outsourcing Entertainment 128

Nuance

MARCH 6, 2023

The global public attention that greeted the launch of ChatGPT has highlighted that we’re at a pivotal moment in the development of AI. As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. We’re delighted to introduce conversation [.] The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.

Contact Center 122

Contact Center Technology 122

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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

MARCH 6, 2023

Language models are statistical methods predicting the succession of tokens in sequences, using natural text. Large language models (LLMs) are neural network-based language models with hundreds of millions ( BERT ) to over a trillion parameters ( MiCS ), and whose size makes single-GPU training impractical. LLMs’ generative abilities make them popular for text synthesis, summarization, machine translation, and more.

Best practices 105

Best practices APIs Transportation Scripts 105

Contact Center Pipeline

MARCH 7, 2023

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at all. Hence the need for a sound business continuity strategy.

Contact Center 130

Contact Center Sales 130

kommunicate

MARCH 10, 2023

Last Updated on March 11, 2023 Chatbots have become an integral part of modern businesses, providing efficient and personalized customer support. This includes providing quick answers to customer inquiries, and delivering personalized recommendations based on customer preferences. However, to truly enhance the capabilities of your chatbot and provide a seamless customer experience, it is essential [.

Chatbots 98

Chatbots Customer Support Personalization Customer Experience 98

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results.

Scripts 98

Scripts Accountability Feedback Marketing 98

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

AWS Machine Learning

MARCH 10, 2023

In this two-part series, we demonstrate how to label and train models for 3D object detection tasks. In part 1, we discuss the dataset we’re using, as well as any preprocessing steps, to understand and label data. In part 2, we walk through how to train a model on your dataset and deploy it to production. LiDAR (light detection and ranging) is a method for determining ranges by targeting an object or surface with a laser and measuring the time for the reflected light to return to the receiver.

Calibration 102

Calibration Transportation Engineering Accountability 102

Cisco - Contact Center

MARCH 9, 2023

Behind the scenes at Cisco, Pi Day is something we plan out weeks—even months—in advance. This year, we’re bringing back our Pi Day sale on learning products at the Cisco Learning Network Store.

Sales 98

Sales Education 98

TeamSupport

MARCH 9, 2023

In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.

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Engineering Personalization Marketing Customer Experience 98