Voiptime
OCTOBER 27, 2022
Business is always about money. And to surely know where your loyal customers are doing business with your company and where they are switching to another brand. Thus, you need to collect relevant data regarding your call center customer experience (CX). How much data do you actually need? The answer is resounding: you don’t need the carloads of data yourself and your staff.
Callminer
OCTOBER 27, 2022
A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.
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Totango
OCTOBER 25, 2022
Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.
Global Response
OCTOBER 27, 2022
An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers. How well your inbound call center delivers exceptional service can significantly impact your brand image and your bottom line. And increasingly, customer contacts aren’t just calls.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Contact Center Pipeline
OCTOBER 26, 2022
Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most extenuating cases and with thorough explanations. So, when a company, its contact center, and its agents makes and keeps its promises to help its customers, and in an industry that has […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeamSupport
OCTOBER 27, 2022
Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.
Beyond Philosophy
OCTOBER 27, 2022
We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do. For those who don’t know, Tonya listens to our podcast and is using our “I’m in a Pickle” feature. The pickle is a business problem with which she wants help.
Balto
OCTOBER 27, 2022
Conversation intelligence (CI) software is a tool that can record, transcribe, and analyze speech in sales and customer service calls and chats to improve customer experience. It enables two functions that would’ve been impossible for revenue teams to achieve without the help of technology: extracting meaningful insights from phone calls at scale and providing real-time agent support.
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.
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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.
ShepHyken
OCTOBER 26, 2022
The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .
Beyond Philosophy
OCTOBER 22, 2022
This week on our podcast and Intuitive Customer YouTube channel , we address a listener’s “Pickle” with our “I’m in a Pickle” feature. You might remember that a Pickle is our term for a business problem that might be addressed with customer strategy and/or the behavioral sciences. We hadn’t featured one for a while, so we thought it was time to dig into a new one.
Contact Center Pipeline
OCTOBER 25, 2022
Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a company’s mobile app, website, or good old-fashioned email – there’s never been as many options for customers to interact with a brand. But after what can only be described as […].
Fonolo
OCTOBER 26, 2022
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied. If not? Everything goes downhill.
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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.
ShepHyken
OCTOBER 28, 2022
This week, we feature an article by Rupert Jones, a financial independence geek who believes in the power of networking. He shares how learning a second language can help support teams communicate and serve their customers. Learning a second language can provide a lot of benefits for you in all aspects of life. You will be able to see new people, adapt to new situations, and take advantage of bilingual opportunities.
AWS Machine Learning
OCTOBER 26, 2022
Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality. Early and proactive detection of these deviations enables you to take corrective actions, such as retraining models, auditing upstream systems, or fixing quality issues.
CSM Magazine
OCTOBER 25, 2022
The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.
Avoxi
OCTOBER 28, 2022
When to Use Webhooks vs APIs for App Data Sync In the fast data-driven world we live in, it’s critical to provide your teams with a holistic view of cross-departmental data. To do so, integrating your CRM system and other business applications is key– and an easy task with low-code no-code platforms specifically designed for… The post When to Use Webhooks vs APIs for App Data Sync appeared first on AVOXI.
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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.
ShepHyken
OCTOBER 25, 2022
Achieving Balance Between AI and Human Experience. How to Leverage AI to Reduce Customer Experience Gaps. Shep Hyken interviews Gadi Shamia, CEO and co-founder of? Replicant , a leader in Contact Center Automation. He shares how contact centers can automate the most common customer service calls and empower human agents to focus on empathy and more complex customer issues.
AWS Machine Learning
OCTOBER 24, 2022
In this post, we introduce a new analysis in the Data Quality and Insights Report of Amazon SageMaker Data Wrangler. This analysis assists you in validating textual features for correctness and uncovering invalid rows for repair or omission. Data Wrangler reduces the time it takes to aggregate and prepare data for machine learning (ML) from weeks to minutes.
MiaRec
OCTOBER 27, 2022
The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.
Inbenta
OCTOBER 27, 2022
More than a million digital retail transactions happen every day. The impact of e-commerce is far and wide, rippling from small businesses to global enterprises. Online marketplaces have been on the rise since the mid-1990s with the launch of well-known sites like Amazon, Alibaba, and many more. Today, we know that there are at least 2.14 billion digital buyers, which represents 27.6% of the 7.74 billion global population.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
ShepHyken
OCTOBER 24, 2022
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. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. (Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer servic
AWS Machine Learning
OCTOBER 27, 2022
With environmental, social, and governance (ESG) initiatives becoming more important for companies, our customer, one of Greater China region’s top convenience store chains, has been seeking a solution to reduce food waste (currently over $3.5 million USD per year). Doing so will allow them to not only realize substantial operating savings, but also support corporate sustainability goals.
Momentum Telecom
OCTOBER 24, 2022
You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Why? Because you want the best for your customers, and many of them want to take advantage of the cloud. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.
MiaRec
OCTOBER 26, 2022
The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS requirements will apply to all independent insurance agents and are set to take effect starting in 2023.
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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.
kommunicate
OCTOBER 27, 2022
Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). Let that sink in. Mobile has become the staple channel for consuming information and carrying out everyday tasks. For customers, mobile apps offer a simple and convenient way of shopping with every product they want available [.].
AWS Machine Learning
OCTOBER 24, 2022
In the past decade, we have seen Deep learning (DL) science adopted at a tremendous pace by AWS customers. The plentiful and jointly trained parameters of DL models have a large representational capacity that brought improvements in numerous customer use cases, including image and speech analysis, natural language processing (NLP), time series processing, and more.
IdeasUnlimited
OCTOBER 24, 2022
USA’s mainstreet has always been the bedrock of its robust economy. While major corporations tend to steal the spotlight in business news, SMB’s continue to silently grow, innovate and offer products and services that enterprises capitalize. A healthy startup culture is what gave rise to Silicon Valley which produced some of the most well known brands such as Microsoft, Google and Oracle.
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