NobelBiz

SEPTEMBER 19, 2023

Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. Picture this: you’re right in the middle of resolving a customer’s epic quest for a solution, and just as you’re about to unveil the treasure trove of answers, poof! The call vanishes into thin air, leaving you staring at your phone like it’s some sort of cosmic joke.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. Christophe Martel, cofounder and CEO of FOUNT , investigates. Analysts have blamed everything from competitor poaching to general dissatisfaction. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs

Call Center 59

Call Center Morale Surveys SaaS 59

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents. But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly.

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52

ShepHyken

SEPTEMBER 19, 2023

One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.

Customer Service 359

Customer Service Coaching Customer Experience Management 359

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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

Win the Customer

SEPTEMBER 21, 2023

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success. In today’s hyper-competitive business landscape, providing exceptional customer experiences has become a non-negotiable priority for businesses across industries.

Customer Experience 69

Customer Experience Customer retention Personalization Marketing 69

ShepHyken

SEPTEMBER 18, 2023

Top Takeaways: In today’s fast-paced world, customers expect timely responses across various communication channels. Whether it’s email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Speaking of customers expecting quick and timely responses, if they wanted to wait, they would have waited to make ask their question or make their request in the first place.

B2B 198

B2B Analytics Customer Experience Management 198

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency!

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Brad Cleveland Blog

SEPTEMBER 22, 2023

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers … Continue reading → The post A CX Goal: Universal Participation in Product and Service Innovation appeared first on Brad Cleveland.

Accountability 47

Accountability Marketing Customer Experience Management 47

Callminer

SEPTEMBER 19, 2023

Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.

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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

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.

Construction 221

Construction Marketing Personalization Management 221

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

Cyara

SEPTEMBER 21, 2023

Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.

Healthcare 136

Healthcare Chatbots 136

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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

Beyond Philosophy

SEPTEMBER 16, 2023

A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality. Cheap and low quality is brand promise few firms want to make. However, many brands want to have a reputation for low prices and high quality. Unfortunately, this brand promise is challenging to get right.

Customer Experience 195

Customer Experience 195

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend. As you chat, you read your friend’s facial expressions and listen to the tone of their voice.

Engineering 109

Engineering Enterprise Chatbots Self service 109

AWS Machine Learning

SEPTEMBER 19, 2023

This post is written in collaboration with Dima Zadorozhny and Fuad Babaev from VirtuSwap. VirtuSwap is a startup company developing innovative technology for decentralized exchange of assets on blockchains. VirtuSwap’s technology provides more efficient trading for assets that don’t have a direct pair between them. The absence of a direct pair leads to costly indirect trading, meaning that two or more trades are required to complete a desired swap, leading to double or triple trading costs.

APIs 135

APIs Accountability Engineering Technology 135

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open

Enterprise 117

Enterprise Education Best practices Customer retention 117

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

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

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B2B Marketing Chatbots Sales 100

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. That’s where VirtualPBX steps in, offering a range of business phone plans that have been making waves for their industry innovation. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance. However, there are challenges associated with multi-modal data due to the complexity and lack of standardization in financial systems and data formats and quality, as well as the fragmented and unstru

Marketing 125

Marketing APIs Engineering Analytics 125

kommunicate

SEPTEMBER 21, 2023

Last Updated on September 21, 2023 Customer support teams today are facing a higher risk of burnout than ever!! This is because of the rising number of customer queries and the greater need to be on top of these queries faster! Hey, if you don’t take care of your customer, your competition will!! In fact, [.] The post AI Powered Ticket Automation – Everything You Need To Know appeared first on Kommunicate Blog.

Customer Support 97

Customer Support 97

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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.

ConvergeOne

SEPTEMBER 19, 2023

Recent events in the news make it extremely clear that the ever-evolving security landscape can leave organizations uncertain about their vulnerabilities. This is where C1’s Virtual Chief Information Security Officer (vCISO) service becomes invaluable. A vCISO serves as an experienced guide in navigating the complex cyber security terrain. When uncertainty clouds your security gaps, your vCISO steps in to conduct thorough assessments, identifying vulnerabilities, weaknesses, and potential threat

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Cyara

SEPTEMBER 20, 2023

In late July 2023, at the Unparsed Conference , Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry, conversational chatbot design, large language models (LLMs) and the prospective developments within this field.

Chatbots 84

Chatbots 84

AWS Machine Learning

SEPTEMBER 18, 2023

Machine learning (ML) is becoming increasingly complex as customers try to solve more and more challenging problems. This complexity often leads to the need for distributed ML, where multiple machines are used to train a single model. Although this enables parallelization of tasks across multiple nodes, leading to accelerated training times, enhanced scalability, and improved performance, there are significant challenges in effectively using distributed hardware.

Scripts 125

Scripts APIs Government Construction 125

COPC

SEPTEMBER 21, 2023

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them.

Coaching 90

Coaching Contact Center Surveys Metrics 90

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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

Helpware

SEPTEMBER 19, 2023

If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape, delivering just a product or service isn't enough, as consumers expect more and won't settle for a subpar experience.

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delighted

SEPTEMBER 21, 2023

Attracting customers in a competitive market can feel like an uphill battle. So, how do brands stand out from the competition? One powerful tool in today’s marketplace is customer testimonials. By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you.

Surveys 86

Surveys Best practices Feedback Marketing 86

AWS Machine Learning

SEPTEMBER 20, 2023

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. For example, you might have acquired a company that was already running on a different cloud provider, or you may have a workload that generates value from unique capabilities provided by AWS.

Scripts 124

Scripts Engineering Accountability Enterprise 124