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.
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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.
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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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 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.
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.
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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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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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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.
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.
Fonolo
MARCH 14, 2023
We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?
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?
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Bill Quiseng
MARCH 15, 2023
Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator.
Cisco - Contact Center
MARCH 16, 2023
Whether you’re using a large virtual machine or beefy hardware server, running labs with a lot of nodes or labs with resource-hungry nodes in Cisco Modeling Labs (CML) can require a lot of memory/RAM… Read more on Cisco Blogs
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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