Callminer
DECEMBER 15, 2024
Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effective strategies.
ROI CX Solutions
DECEMBER 16, 2024
Reading Time: 12 minutes Table of contents Introduction The holiday season has arrived! While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service.
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Balto
DECEMBER 18, 2024
AI is evolving at breakneck speed. If 2024 was the year of exploration, 2025 will be the year of real adoption. In our recent webinar, “ Top Contact Center Trends for 2025 ,” industry leaders Tom Wicker (COO at Health Plan One), Harley Allaby (Director of Operations at Exact Medicare), Rob Westervelt (VP of Customer Success at Balto), and Marc Bernstein (CEO & Founder at Balto) unpacked how AI is shaping the contact center landscape.
Vistio
DECEMBER 16, 2024
Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle? Lets explore the key mistakes contributing to turnover and strategies to create a more sustainable and engaged workforce.
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.
MiaRec
DECEMBER 19, 2024
Are you struggling with low CSAT scores in your hospitality contact center? Are you looking for ways to automate your contact center processes and start using AI to eliminate some of your biggest pain points?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
DECEMBER 17, 2024
Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer journey mapping and analytics is important.
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?
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.
ShepHyken
DECEMBER 17, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board? Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?
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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.
Callminer
DECEMBER 19, 2024
Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.
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.
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.
ShepHyken
DECEMBER 16, 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. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.
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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.
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
Momentum Telecom
DECEMBER 15, 2024
Changing to a new collaboration solution may seem impossible at first. But it doesnt have to be. Migrating to Microsoft Teams Phone is more than a simple technology upgrade it’s a transformation that can redefine how organizations communicate and collaborate. With its seamless integration into the Microsoft 365 ecosystem, Teams Phone offers businesses the tools to empower users, improve efficiency, and modernize workflows.
The Petrova Experience
DECEMBER 17, 2024
Every year since we founded The Petrova Experience, we write about travel around the holiday season. It has become something of a tradition for us. This year, I will not start by updating you on 2024 holiday season travel numbers. Or how current volume stacks against pre-COVID numbers. Instead, I want to tell you about recent future-forward investments in airports.
AWS Machine Learning
DECEMBER 18, 2024
Many enterprise customers across various industries are looking to adopt Generative AI to drive innovation, user productivity, and enhance customer experience. Generative AIpowered assistants such as Amazon Q Business can be configured to answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems.
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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.
TeleDirect
DECEMBER 19, 2024
The Secret to Faster Response Times in Call Centers In todays fast-paced business environment, response time is everything. Customers expect instant solutions, and a slow response can mean the difference between a satisfied client and a lost opportunity. At TeleDirect, weve mastered the art of reducing response times while maintaining exceptional service quality.
SQM Group
DECEMBER 17, 2024
How can you make each call center interaction a memorable experience?
Momentum Telecom
DECEMBER 15, 2024
Its no secret that Teams has become the industry leader in UCaaS, with more than 320 million users in 2024. Thats probably got you thinking of switching to a Microsoft Teams Phone system. Great choice! But before going all-in its important to understand migrating to Microsoft Teams Phone is a strategic journey that requires thoughtful planning, collaboration, and adaptability.
Nicereply
DECEMBER 17, 2024
It should go without saying that keeping our customers happy is always worth the effort. SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing cu
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
TeleDirect
DECEMBER 20, 2024
Top Questions to Ask Before Choosing a Call Center Service Selecting the right call center service is a critical decision for businesses aiming to enhance customer experience and streamline operations. To make an informed choice, its essential to ask the right questions. Here are the top questions to consider, along with insights that highlight Teledirect’s strengths and capabilities. 1.
CSM Magazine
DECEMBER 20, 2024
The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. As this digital alternative gains traction, choosing the right provider becomes increasingly important. One of the most crucial factors for users is the quality of customer support. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an
SharpenCX
DECEMBER 17, 2024
Explore the top CX trends of 2025, from AI-driven personalization to omnichannel integration. Discover how Sharpens cloud-native CCaaS platform helps small businesses deliver seamless, proactive customer experiences.
Interactions
DECEMBER 18, 2024
Back in late September, I had the opportunity to speak on an expert panel at the CX Innovation Summit, down in Naples, Florida. While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.
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!
TeleDirect
DECEMBER 20, 2024
Why Customer Experience is the New Competitive Edge for Businesses In today’s hyper-competitive market, where consumers are bombarded with options at every turn, businesses face an undeniable truth: customer experience (CX) is no longer a mere differentiatorit is the competitive edge. Gone are the days when price and product alone determined a company’s success.
Comm100
DECEMBER 16, 2024
Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market
24-7 InTouch
DECEMBER 16, 2024
Utilizing AI in customer service effectively is key to meeting todays growing customer expectations. While businesses often focus on streamlining operations and boosting revenue, the critical role of human expertise is sometimes overlooked. Though AI-driven scaling can enhance efficiency, nurturing the brand-customer relationship requires a balanced, hybrid approach that integrates both AI and human touchpoints.
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