Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

C3Centricity

JUNE 13, 2023

If you’re reading this, then you are probably eager to delight your customers and take your service to new heights. Well, you’re in the right place to learn how to give outstanding customer service. In this article, we will explore … The post 4 Ways to Empower Your Employees to Give Outstanding Customer Service first appeared on c3centricity.

Customer Service 114

Customer Service Customer centricity 114

Beyond Philosophy

JUNE 10, 2023

Your customers are having a relationship with your brand right under your nose. Do you know if it’s a strong, healthy one? Our connection with brands is much like any other relationship in our lives, with some being healthy while others are not. Unfortunately, it’s not uncommon for people to form codependent or dysfunctional relationships with brands.

Banking 195

Banking Accountability Personalization Customer Experience 195

Calltools

JUNE 14, 2023

As a contact center owner or manager, your customer’s experience is at the heart of your operations. Equally as important as your agent’s experience , the customer experience (CX) involves your customer’s perceptions of your brand and how they feel about interactions with your contact center. Tracking KPI metrics can help your contact center to gauge the success of customer experience.

Metrics 52

Metrics Customer Experience Average Handle Time First call resolution 52

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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

JUNE 15, 2023

A Customer Access Strategy is a well-documented, overall plan that guides your contact centre. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which … Continue reading → The post An Introduction to Customer Access Strategy appeared first on Brad Cleveland.

Contact Center 43

Contact Center Call Center Customer Experience Customer Service 43

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. I finally booked our flights and decided to use mileage for one of us and a paid ticket for the other.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Abby Connect

JUNE 12, 2023

Missed calls are expensive and most receptionist services promise 100% live answering. But when the quality, efficiency, and features don’t line up, live answering alone simply isn’t enough. Abby Connect isn’t your typical virtual receptionist or answering service. We call ourselves A.I.

Answering services 98

Answering services 98

AnswerConnect

JUNE 13, 2023

Should you choose a physical office call center or a virtual call center to answer calls for your business (and what's the difference)? The post What’s the difference between a call center and a virtual call center? appeared first on AnswerConnect Blog.

virtual call center 52

virtual call center Call Center Answering services Customer Service 52

ShepHyken

JUNE 13, 2023

I just heard an excellent motivational speaker, Antonio Neves , and one of his messages was called “The Last 30 Days.” He talked about visiting a marriage counselor with his wife, where they were asked to consider the question: Looking back over the last 30 days, if you asked your spouse to marry you again, would they say yes? He then spun that question to business and specifically talked about employment.

Management 198

Management Customer Service Personalization Customer Experience 198

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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

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Banking 363

Banking Construction Accountability Advertising 363

Upstream Works

JUNE 15, 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 Become Enterprise-Ready with AI appeared first on Upstream Works.

Enterprise 143

Enterprise Management 143

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: 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.

Wait times 109

Wait times Personalization Sales Customer Experience 109

ShepHyken

JUNE 12, 2023

Top Takeaways: TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time.

Customer centricity 156

Customer centricity Sales Customer Service Customer Experience 156

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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

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight. Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform.

Government 98

Government Chatbots Enterprise Marketing 98

Cisco - Contact Center

JUNE 13, 2023

Cisco’s partnership with Amazon Web Services (AWS) empowers customers and partners to leverage the agility and scalability of the cloud by running Cisco DNA Center on AWS.

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NobelBiz

JUNE 13, 2023

When it comes to business communication, one common issue you might face is having your numbers labeled as spam. Legitimate businesses find themselves grappling with the consequences of having their calls inaccurately classified as scams or spam. The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

ShepHyken

JUNE 11, 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. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

B2B 156

B2B B2C Customer Service Advertising 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

Inbenta

JUNE 12, 2023

June 8, 2023 By Brett Petersen, Head of Global Operations @ Inbenta “I want to ship a book to France” “I want to book a ship to France” The exact same words used in a different order can have a dramatic impact on the meaning of a sentence. Human language is fraught with homonyms, or words with double meanings. While an average person can easily detect the meaning of words using context clues, the same cannot be said of all Chatbot technology designed to engage your customers.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. It helps you read between the lines and tells you what your customer isn’t. That’s not to say your customers are intentionally withholding information. But they’re busy people with other priorities. Sometimes, they may not be aware that a problem or another solution even exists.

Accountability 96

Accountability Upselling Analytics Metrics 96

kommunicate

JUNE 14, 2023

Last Updated on June 14, 2023 We are now going to teach you how to implement localization of the chat interface into both your Android and iOS app. You all know that by using Chatbot SDKs, developers can leverage features like NLP and integration with messaging platforms. Before we dive, let’s go over some basics. [.] The post SDK Localization Setup In Android & iOS – Your 2023 Guide appeared first on Kommunicate Blog.

Chatbots 96

Chatbots 96

VirtualPBX

JUNE 15, 2023

Effective communication plays a pivotal role in the success of any business. Recognizing this, VirtualPBX, a leading provider of advanced business communication solutions, is thrilled to unveil two groundbreaking texting features that are set to revolutionize inbound SMS and automated marketing capabilities. With the introduction of Text Forward and VirtualText Pro, VirtualPBX aims to empower businesses of all sizes with enhanced communication tools to engage their audience and drive customer sa

Marketing 98

Marketing Management Customer Experience 98

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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.

Cisco - Contact Center

JUNE 15, 2023

Farming communities in Africa have contributed the least to climate change , but they’re paying the greatest costs. Currently, only six percent of arable land in Africa is irrigated.

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ChurnZero

JUNE 15, 2023

There is an old saying that you can’t cut your way to profitability. With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. These newly formed teams are left scrambling to figure out how to combine consultative and commercial roles, processes, and technologies.

CRM 96

CRM Sales Accountability Analytics 96

MiaRec

JUNE 16, 2023

Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. But what is the difference between these two approaches and which one is better for your contact center? As a Conversation Intelligence platform, MiaRec has helped hundreds of contact centers utilize Machine Learning-based Sentiment Analysis to drive digital transformation initiatives, such as strengthening custo

Contact Center 93

Contact Center Analytics Customer Experience 93

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

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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

Cisco - Contact Center

JUNE 16, 2023

Cisco and Logicalis have partnered for over two decades, consistently delivering value to our mutual customers through a focus on innovation and service, combining Cisco world-class hardware and… Read more on Cisco Blogs

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Integrity Solutions

JUNE 13, 2023

Without question, retaining top talent today requires investing in making great managers. They are the key to employee engagement, satisfaction and retention. Manager behavior is a large driver of people leaving — or staying at — companies. According to research in MIT’s Sloan Management Review , toxic work culture is the biggest factor that leads to people quitting.

Coaching 89

Coaching Employee engagement Sales Management 89

AWS Machine Learning

JUNE 16, 2023

At SambaSafety , their mission is to promote safer communities by reducing risk through data insights. Since 1998, SambaSafety has been the leading North American provider of cloud–based mobility risk management software for organizations with commercial and non–commercial drivers. SambaSafety serves more than 15,000 global employers and insurance carriers with driver risk and compliance monitoring, online training and deep risk analytics, as well as risk pricing solutions.

Scripts 98

Scripts Engineering Accountability Consulting 98