SQM Group
MAY 2, 2023
In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first contact.
CCNG
MAY 3, 2023
In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. Many things have evolved from in person to remote training, from static and fixed training to just in time, from cumbersome technology to sleek technology, and from a brick and mortar structure to remote workers all around the world.
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ShepHyken
MAY 4, 2023
This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints.
Playvox
MAY 4, 2023
When I lived in Colombia, it seemed as if there were fruit stands on every corner. Some fruit sellers would even balance bags of fruit on sticks, running between cars to hawk their harvest. Piña (pineapple)! Tomate de árbol (tree tomato)! And my favorite, maracuya (passionfruit)! There were so many choices, but I always went back to the same stand. Why?
Advertiser: ZoomInfo
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Calltools
MAY 3, 2023
Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
MAY 4, 2023
Join us as we discuss how our AnyPaaS solution can transform your CX and help you overcome business challenges.
Fonolo
MAY 3, 2023
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems.
TeleDirect
MAY 2, 2023
Learn why call center quality assurance (QA) is essential for customer satisfaction. Our guide explores identifying improvements and overall benefits. Call Center Quality Assurance: Why Is It Important? Many companies focus intensely on quality assurance regarding their actual product or service. However, that focus often falls by the wayside when it comes to another important facet of their business — customer service and communication.
TeleDirect
MAY 2, 2023
Are you struggling to know the difference between a contact center and a call center? Let this article guide you through the key differences so that you can make an informed decision for your business needs. Contact Center vs. Call Center: Understanding the Key Differences If you want to up your customer service game, the key is keeping in contact with your customers.
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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.
Callminer
MAY 5, 2023
Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.
Beyond Philosophy
MAY 4, 2023
Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.
ShepHyken
MAY 1, 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. U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
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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
MAY 4, 2023
Time series forecasting refers to the process of predicting future values of time series data (data that is collected at regular intervals over time). Simple methods for time series forecasting use historical values of the same variable whose future values need to be predicted, whereas more complex, machine learning (ML)-based methods use additional information, such as the time series data of related variables.
Beyond Philosophy
APRIL 29, 2023
If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day because this podcast is a mash-up of both series. Not only that, but we also added in 5 more bonus rules for 100% more rules. It seems that quite a few people in our audience have a pickle.
ShepHyken
MAY 1, 2023
Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.
C3Centricity
MAY 2, 2023
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust
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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.
AWS Machine Learning
MAY 4, 2023
Generative AI is gaining a lot of public attention at present, with talk around products such as GPT4, ChatGPT, DALL-E2, Bard, and many other AI technologies. Many customers have been asking for more information on AWS’s generative AI solutions. The aim of this post is to address those needs. This post provides an overview of generative AI with a real customer use case, provides a concise description and outlines its benefits, references an easy-to-follow demo of AWS DeepComposer for creating ne
TechSee
MAY 4, 2023
As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.
Russel Lolacher
MAY 1, 2023
In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.
MiaRec
MAY 4, 2023
While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.
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AWS Machine Learning
MAY 3, 2023
New generations of CPUs offer a significant performance improvement in machine learning (ML) inference due to specialized built-in instructions. Combined with their flexibility, high speed of development, and low operating cost, these general-purpose processors offer an alternative to other existing hardware solutions. AWS, Arm, Meta and others helped optimize the performance of PyTorch 2.0 inference for Arm-based processors.
Abby Connect
MAY 1, 2023
When you’re in court for your cases, meeting with a client, or providing legal counsel, who manages your law firm’s incoming calls? The importance of having a compassionate and capable legal receptionist or legal answering service is not to be underestimated.
VirtualPBX
MAY 2, 2023
Business text messaging is a highly effective means for companies to communicate with their customers. However, it’s important to use business SMS responsibly and follow best practices to avoid being flagged as spam or blocked by carriers. Failure to obtain texting consent can result in legal consequences, including fines and legal action. Therefore, it is important for businesses to ensure that they have obtained proper consent before sending SMS messages to consumers.
TeamSupport
MAY 3, 2023
Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.
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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.
AWS Machine Learning
MAY 5, 2023
In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. Specifically, we use the example of architecture diagrams for complex images due to their incorporation of numerous different visual icons and text. With the internet, searching and obtaining an image has never been easier.
ChurnZero
MAY 4, 2023
There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Multiple relationships benefit clients and service providers since they get to know each other on a deeper business level.
kommunicate
MAY 5, 2023
Last Updated on May 5, 2023 About thirteen years after the launch of the first server-side JavaScript environment, Netscape’s LiveWire Pro Web, Ryan Dahl created Node.js. In the first edition, support was only given to Linux and Mac OS X. Dahl managed its development and maintenance, and Joyent later funded it. Node.js use JavaScript and [.] The post The Latest Trends and Development in Node.JS (2023 Edition) appeared first on Kommunicate Blog.
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