ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

Customer Service 262

Customer Service Customer Experience 262

Nicereply

NOVEMBER 7, 2023

Delivering negative feedback shouldn’t dismantle—it should empower. Our guide and examples transform criticism into a tool for growth and collaboration. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team.

Feedback 59

Feedback Construction Scripts Engineering 59

Avoxi

NOVEMBER 8, 2023

Improve your outbound answer rate? Use these tips to ensure agents are getting connected to the local community in your newly expanded markets. The post Tips to Improve Your Outbound Call Answer Rate appeared first on AVOXI.

Marketing 62

Marketing 62

LiveVox

NOVEMBER 8, 2023

Large language models are an exciting, if mystifying and maybe even a little daunting, advancement in machine learning and natural language processing. These sophisticated models are transforming industries and paving the way for more efficient, effective, and personalized customer experiences. In this article, we will dive deep into the concept of large language models and […] The post Large Language Models for Customer Service Agents: Intelligent Real-Time Guidance appeared first on Liv

Customer Service 75

Customer Service Personalization Customer Experience 75

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. In this article, we delve deep into the extraordinary ways intelligent automation is revolutionizing call centers and explore how NobelBiz’s cutting-edge sol

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

Feedback 356

Feedback Healthcare Analytics Customer Service 356

CSM Magazine

NOVEMBER 8, 2023

The success of any business revolves around its customers. The more active your customers are, the more successful your business becomes. However, customers stick with you only if their experience with your brand is up to their expectations or beyond. But the fact is, building such a hooky experience does not come from doing big things but from rectifying small mistakes that might interfere with a positive customer experience.

Chatbots 52

Chatbots Personalization Technology Customer Support 52

AWS Machine Learning

NOVEMBER 6, 2023

Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call. Call summarization is a valuable tool that helps contact centers understand and gain insights from customer calls.

Contact Center 113

Contact Center CRM Analytics Average Handle Time 113

Callminer

NOVEMBER 10, 2023

CallMiner's Bruce McMahon shares updates from the 2023.11 release, including advanced semantic search capabilities, improved user experience in Coach, and more.

Coaching 83

Coaching 83

Advertisement

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

Beyond Philosophy

NOVEMBER 9, 2023

We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side.

Customer retention 195

Customer retention Sales Consulting Consulting 195

ShepHyken

NOVEMBER 6, 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. How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer l

Customer Service 186

Customer Service Self service Surveys Contact Center 186

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

AWS Machine Learning

NOVEMBER 6, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language. Custom Queries provides a way for you to customize the Queries feature for your business-specific, non-standard documents such as auto lending contracts, checks, and pay statements, in a self-service way.

APIs 110

APIs Best practices Banking Accountability 110

Advertisement

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Beyond Philosophy

NOVEMBER 4, 2023

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characterizes with as a glass-half-full disposition.

Sales 195

Sales Customer Experience 195

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills.

Customer Service 153

Customer Service Management Feedback Chatbots 153

ConvergeOne

NOVEMBER 7, 2023

By understanding what constitutes an attack surface; effectively identifying, managing, and mitigating vulnerabilities; and selecting the right ASM technology solutions , businesses can fortify their defenses and secure their digital assets.

Management 107

Management Technology 107

AWS Machine Learning

NOVEMBER 9, 2023

Building out a machine learning operations (MLOps) platform in the rapidly evolving landscape of artificial intelligence (AI) and machine learning (ML) for organizations is essential for seamlessly bridging the gap between data science experimentation and deployment while meeting the requirements around model performance, security, and compliance. In order to fulfill regulatory and compliance requirements, the key requirements when designing such a platform are: Address data drift Monitor model

Scripts 109

Scripts Accountability Best practices Engineering 109

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

FluentStream

NOVEMBER 9, 2023

What Franchises Want in a Phone System: Takeaways from the Authority Brands ConventionEffective communication is vital for small and medium-sized companies looking to create frictionless customer experiences and win repeat business in today's fast-paced business landscape. It's particularly important for. Read More The post What Franchises Want in a Phone System: Takeaways from the Authority Brands Convention appeared first on FluentStream.

Customer Experience 105

Customer Experience 105

Cisco - Contact Center

NOVEMBER 9, 2023

The turtle, protected by its hard shell, is a good metaphor for the security model used in most industrial networks.

Engineering 102

Engineering 102

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!

Journey mapping 101

Journey mapping Construction B2B Education 101

AWS Machine Learning

NOVEMBER 8, 2023

This post explores how Amazon CodeWhisperer can help with code optimization for sustainability through increased resource efficiency. Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall. In this era of cloud computing, developers are now harnessing open source libraries and advanced processing power available to them to build out large-scale microser

Analytics 106

Analytics Enterprise Big data Scripts 106

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. A host of problems hurt that mission. Response rates are too low Survey scores are notoriously inflated Reps get blamed for factors outside of their control A new metric called the sentiment arc can solve those problems and eliminate annoying surveys.

Surveys 100

Surveys Metrics Customer Service Customer Experience 100

Tethr

NOVEMBER 9, 2023

Learn about the biggest customer survey limitations and how businesses are overcoming them with AI.

Surveys 99

Surveys 99

AnswerConnect

NOVEMBER 7, 2023

What is time-based call handling and how can it help you manage your call schedule? Read on to find out how it works and how it can serve your bottom line. The post Time-Based call handling – The ultimate guide appeared first on AnswerConnect Blog.

Management 98

Management Scripts 98

AWS Machine Learning

NOVEMBER 6, 2023

We are excited to announce that Amazon SageMaker JumpStart can now stream large language model (LLM) inference responses. Token streaming allows you to see the model response output as it is being generated instead of waiting for LLMs to finish the response generation before it is made available for you to use or display. The streaming capability in SageMaker JumpStart can help you build applications with better user experience by creating a perception of low latency to the end-user.

Construction 105

Construction APIs Engineering Accountability 105

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

Nuance

NOVEMBER 6, 2023

… The power of generative AI in healthcare: Unmasking 5 key factors beyond the hype Read More » The post The power of generative AI in healthcare: Unmasking 5 key factors beyond the hype appeared first on What’s Next blog.

Healthcare 98

Healthcare 98

VirtualPBX

NOVEMBER 8, 2023

In today’s fast-paced business world, effective communication is the lifeline of any successful company. Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. VirtualPBX, a leader in cloud-based communication solutions, has proven to be the catalyst for transformation in these businesses.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Enterprise 95

Enterprise Finance SaaS Analytics 95