Contact Center Pipeline
MARCH 16, 2023
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and painful times in our personal and professional lives.
CCNG
MARCH 15, 2023
In theory, the more channels available, the less that voice — and therefore humans — will matter. But people still want to connect with people. With all the investment in technology and AI in call centers, where does that position human-to-human conversations? Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years.
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ShepHyken
MARCH 14, 2023
Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.
AnomalySquared
MARCH 14, 2023
The most impressive characteristic I have observed since Covid hit us in 2020, was our country's ability to adapt and overcome. Sure, the political landscape had intensified but in the face of adversity, America’s business leaders found a way to navigate unchartered waters, pivot, and flourish.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
MARCH 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
kommunicate
MARCH 14, 2023
Last Updated on March 14, 2023 Chatbots have taken over the customer service domain. They can address customer queries faster, easier, and with more accuracy than human agents. As chatbots become more intelligent and capable with every passing day, the volume of chatbot-led conversations is also increasing day by day. According to the latest data [.
JustCall
MARCH 16, 2023
A customer may forgive and forget a bad product, but they will never forget poor customer service. After all, people always remember how you made them feel. Customer support is notorious for not being helpful. Big brands like Amazon, Costco, Zappos, etc., are beloved by their customers owing to their wonderful customer support. And if you’re one of those businesses guilty of taking your customers for granted, then it’s about high time to reevaluate such a self-destructive strategy.
Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.
HelpCrunch
MARCH 14, 2023
Budgeting is tough (coming from a person who’s bought four different cardigans just this month). Business budgeting is even more daunting. You can’t just suddenly cut your spendings and order fewer take-outs to make ends [ … ] The post Chatbot Pricing: How Much Does a Chatbot Cost in 2023? appeared first on HelpCrunch blog.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Beyond Philosophy
MARCH 11, 2023
I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn’t anything too surprising in the report. However, recently there has been, and it isn’t good news for most organizations. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so.
Callminer
MARCH 15, 2023
Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform.
ShepHyken
MARCH 13, 2023
Top Takeaways: In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere. Use your customer’s name. Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.
The Northridge Group
MARCH 14, 2023
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable, especially in the ultra-competitive modern healthcare marketplace. There are many different tactics that health providers can use to improve patient retention rates in 2023.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AWS Machine Learning
MARCH 15, 2023
Tens of thousands of AWS customers use AWS machine learning (ML) services to accelerate their ML development with fully managed infrastructure and tools. For customers who have been developing ML models on premises, such as their local desktop, they want to migrate their legacy ML models to the AWS Cloud to fully take advantage of the most comprehensive set of ML services, infrastructure, and implementation resources available on AWS.
Contact Center Pipeline
MARCH 15, 2023
Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey. In fact, these insights have shifted from nice-to-have to need-to-have.
ShepHyken
MARCH 13, 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. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates.
Upstream Works
MARCH 16, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
HelpCrunch
MARCH 13, 2023
Our life is a challenge from the offset. First, we learn how to crawl and walk. Then, it’s time to socialize with other kids in kindergarten and school where we fight for a place in [ … ] The post 8 Customer Service Challenges Harming Your Bottom Line [+ How to Conquer Them] appeared first on HelpCrunch blog.
Contact Center Pipeline
MARCH 14, 2023
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.
Inbenta
MARCH 13, 2023
By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public.
TechSee
MARCH 16, 2023
Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
HelpCrunch
MARCH 16, 2023
As a customer, I like this slogan and use it quite often when facing poor customer service. “The customer is always right” gives a strange feeling of satisfaction and empowerment. Above all, it’s a strong [ … ] The post The Customer is Always Right. Or are They? appeared first on HelpCrunch blog.
kommunicate
MARCH 17, 2023
Last Updated on March 17, 2023 A Salesforce research says that 89% of the customers who liked a company’s customer service are likely to make a repeat purchase. The era of “build a great product, market it well, and the customers will come” is over. It is 2023. Customers talk. And, to make matters worse, [.] The post 5 Productivity Tips Your Customer Support Agents Will Thank You For In 2023 appeared first on Kommunicate Blog.
Abby Connect
MARCH 15, 2023
A customer calls. Your receptionist answers and makes a fantastic first impression on your behalf—they’re charming, well-informed, and manage to forward a happy, engaged potential customer to your phone line. But what happens next is up to you. Can you cinch the deal, or will you fumble the pass?
AWS Machine Learning
MARCH 17, 2023
Organizations use messaging platforms like Microsoft Teams to bring the right people together to securely communicate with each other and collaborate to get work done. Microsoft Teams captures invaluable organizational knowledge in the form of the information that flows through it as users collaborate. However, making this knowledge easily and securely available to users can be challenging due to the fragmented nature of conversations across groups, channels, and chats within an organization.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
HelpCrunch
MARCH 15, 2023
The life of a customer service representative isn’t always cakes and ale. Here you are, sitting at your desk, catching every client’s issue, and telling them how to proceed with the product. In fact, this [ … ] The post Customer Service Knowledge Base: The Definition and Lifehacks for Building One appeared first on HelpCrunch blog.
Customer Service Life
MARCH 13, 2023
Image by Irfan Ahmad from Pixabay In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by at least twice that character count in hashtags. I’m not sure I can really fault that person since hashtags are totally free.
Abby Connect
MARCH 15, 2023
Incoming calls are referrals, customers, leads, partners… and sometimes the calls are solicitors, scammers, spammers, and mistakes. When the phone rings it’s either an opportunity or a complete waste of time (and more time than you think). That’s a pretty big gamble.
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