ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 305

Customer Service Advertising Sales Marketing 305

CCNG

MAY 17, 2023

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. What is ChatGPT? ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question.

Customer Service 195

Customer Service CCNG Government Chatbots 195

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

LiveVox

MAY 15, 2023

As a contact center manager, you’re well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition, hiring and training costs, and the need for expensive technologies to manage large volumes […] The post The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples) appeared first on LiveV

Contact Center 80

Contact Center Technology Management Customer Service 80

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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.

Contact Center

Brad Cleveland Blog

MAY 18, 2023

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This department was second from the bottom in an annual company-wide survey of employee satisfaction. But a … Continue reading → The post The Power of Meaningful Work in Customer Service appeared first on Brad Cleveland.

Customer Service 38

Customer Service Surveys Contact Center Call Center 38

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 109

Sales Marketing Metrics APIs 109

Tethr

MAY 16, 2023

Discover how AI-driven, real-time call analytics assist contact center agents, improve supervisor monitoring, and boost overall business performance.

Contact Center 62

Contact Center Analytics 62

CSM Magazine

MAY 17, 2023

Understanding the psychology of customer service can help businesses create customer experiences that not only meet expectations but also exceed them. This, in turn, fosters customer loyalty and positive word-of-mouth recommendations, ultimately driving profitability. The psychology of customer service delves deep into the human mind, examining how emotions, motivations, and perceptions influence consumer behavior.

Customer Service 52

Customer Service Feedback Personalization Surveys 52

Knowmax

MAY 16, 2023

The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

Customer Support 52

Customer Support Customer Experience 52

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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.

Analytics

Callminer

MAY 15, 2023

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

Healthcare 344

Healthcare 344

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Some of the best leaders have a higher EQ than IQ. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!

Feedback 182

Feedback Management Customer Service Customer Experience 182

ShepHyken

MAY 15, 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. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 165

Customer Service Self service Customer Experience Surveys 165

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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.

Contact Center

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers.

Telecommunications 109

Telecommunications Self service Best practices Customer Experience 109

Beyond Philosophy

MAY 15, 2023

Every time I turn on the news, I hear about the potential of a recession. There seem to be so many conflicting opinions it reminds me of that old joke. ‘What happens when you put ten economists in a room? You’ll get 11 opinions.” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this lis

Customer Experience 195

Customer Experience Self service Feedback Management 195

C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

Customer centricity 114

Customer centricity Sales Marketing 114

ShepHyken

MAY 15, 2023

Top Takeaways: The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followers on social media than any Major League Baseball team. The best inspiration happens from what people are doing wrong. Ask what the biggest friction points in your customers’ experiences are.

Entertainment 156

Entertainment Customer Service Customer Experience 156

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!

Customer Experience

Concentrix

MAY 17, 2023

oncentrix environmental awareness and education platform wins SEAL Environmental Initiative Award Location: Newark, CA Date: May 16, 2023 Concentrix is proud to be recognized by the 2023 SEAL Business Sustainability Awards for its environmental awareness and education platform, the Concentrix Carbon Challenge Portal.

Education 115

Education 115

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader. It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

Management 195

Management Feedback Customer Service Customer Experience 195

ConvergeOne

MAY 16, 2023

Small- and medium-sized organizations face significant challenges when it comes to the evaluation and acquisition of the right technology in alignment with overall corporate goals. Proper training, deployment, and ongoing maintenance of next-generation security tools can be negatively impacted with potentially disastrous results. It is also difficult for companies to stay knowledgeable about the evolving cyber security landscape and up to date on new and evolving cyber threats.

Technology 105

Technology Management 105

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

Metrics Customer Care Personalization Customer Service 88

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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.

MiaRec

MAY 19, 2023

When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact center solutions flood the market, what do these labels mean?

Analytics 98

Analytics contact center solutions Contact Center Marketing 98

kommunicate

MAY 19, 2023

Last Updated on May 19, 2023 Picture this. You have a patient who is sitting in the comfort of their home, getting answers to their most common queries. This without even talking to your hospital support staff. Your support staff are a happy bunch, since they don’t have to be on the phone or chat [.] The post Navigating the Digital Frontier: The Pros and Cons of Symptom Checker Chatbots appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Healthcare 98

AWS Machine Learning

MAY 19, 2023

Vision loss comes in various forms. For some, it’s from birth, for others, it’s a slow descent over time which comes with many expiration dates: The day you can’t see pictures, recognize yourself, or loved ones faces or even read your mail. In our previous blogpost Enable the Visually Impaired to Hear Documents using Amazon Textract and Amazon Polly , we showed you our Text to Speech application called “Read for Me”.

APIs 101

APIs Scripts Best practices Engineering 101

Cisco - Contact Center

MAY 19, 2023

This guest post was authored by Cisco Designated VIP David Peñaloza Seijas. One of the main features used in Cisco SD-WAN is Application Aware Routing (AAR).

Advertising 98

Advertising 98

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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.

Customer Experience

Upstream Works

MAY 17, 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 3 Ways AI Can Improve Agent Engagement appeared first on Upstream Works.

Management 78

Management 78

kommunicate

MAY 17, 2023

Last Updated on May 18, 2023 Flutter by Google enables the creation of native Android and iOS apps using a single codebase. One of its notable features is its vast selection of pre-built and customizable widgets, making the process of designing user interfaces a breeze. To create a Flutter chatbot on Kommunicate and activate ChatGPT, [.] The post Create An Intelligent Chatbot With ChatGPT And Flutter appeared first on Kommunicate Blog.

Chatbots 95

Chatbots 95

Joe Rawlinson

MAY 15, 2023

Starting your own business can be an exciting and fulfilling experience. There are many factors to consider and important decisions to make when embarking on this journey. In this article, we will provide essential tips to help set the stage for a successful endeavor. Keep reading to learn more about essential business concepts and strategies that will help propel your business forward.

Education 78

Education Marketing Management Customer Experience 78