LiveVox
JANUARY 10, 2023
What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels. We know it seems like WhatsApp, Facebook, Twitter and the like are places to share funny photos of your pets or humble brag about your family vacation to the Bahamas, but […].
CCNG
JANUARY 11, 2023
“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received. I have spent hours contacting a cell phone provider over a billing error, and one month later, I still don’t have a resolution.
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ShepHyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .
ClientSuccess
JANUARY 11, 2023
The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.
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.
Calltools
JANUARY 11, 2023
Despite its bad reputation, cold calling is one of the most effective marketing techniques that continues to deliver results. According to research by AI Bees , 82% of buyers agreed to a meeting after receiving a cold call. . Many call centers see promising results when agents use ethical cold-calling practices and successfully acquire new customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeleDirect
JANUARY 12, 2023
It doesn’t matter what industry you may be in—if you work with customers and clients of any type, you need to offer them proper support. Otherwise, they will not be loyal to your brand and might even spread the word to others about their negative experience. Unfortunately, many companies aren’t sure how to create a customer support strategy that suits their business and customers’ needs.
Contact Center Pipeline
JANUARY 10, 2023
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). Customers and staff get it—both foreseen and unforeseen “events”. I’ve covered, been responsible for the […].
Callminer
JANUARY 9, 2023
Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.
ShepHyken
JANUARY 10, 2023
B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.
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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.
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.
Contact Center Pipeline
JANUARY 11, 2023
The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of. AI, Chatbots, and Automation Artificial intelligence (AI), chatbots, and automation […].
Callminer
JANUARY 11, 2023
Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use.
ShepHyken
JANUARY 13, 2023
This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.
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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.
Beyond Philosophy
JANUARY 12, 2023
What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything. However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space.
Fonolo
JANUARY 12, 2023
Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.
Cisco - Contact Center
JANUARY 10, 2023
As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results. Ending a chaotic 2022 with the Federal Reserve in their December meeting raising interest rates to control inflation another 50 basis points following four consecutive 75 basis point
ShepHyken
JANUARY 9, 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. Customer Experience Predictions for 2023 by Dan Gingiss. (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?
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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.
Contact Center Pipeline
JANUARY 12, 2023
Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX and EX. I started off as an agent at an Answering Service in high school and market research […].
AWS Machine Learning
JANUARY 12, 2023
This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers. Part of how The Very Group secures and tracks business operations is through activity logging between business systems (for example, across the stages of a customer order).
TechSee
JANUARY 12, 2023
Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible. Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field.
ShepHyken
JANUARY 12, 2023
This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.
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!
Eptica
JANUARY 13, 2023
Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
AWS Machine Learning
JANUARY 13, 2023
This post is co-written with Jennifer Bergstrom, Sr. Technical Director, ParsonsX. Parsons Corporation (NYSE:PSN) is a leading disruptive technology company in critical infrastructure, national defense, space, intelligence, and security markets providing solutions across the globe to help make the world safer, healthier, and more connected. Parsons provides services and capabilities across cybersecurity, missile defense, space ground station technology, transportation, environmental remediation,
TechSee
JANUARY 9, 2023
Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. The proliferation of incredibly capable smartphones and IoT devices enables today’s field organizations to better support, guide, optimize and even virtualize their operations. .
ShepHyken
JANUARY 8, 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. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?
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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.
ConvergeOne
JANUARY 10, 2023
The Jacksonville Jaguars are a professional American football team based in Florida. As the organization tackles growing business needs, it requires a partner like ConvergeOne to support the upcoming transition of all its football operations and networks into a brand-new building with the development of a unified, next-generation infrastructure that defines network modernization.
AWS Machine Learning
JANUARY 13, 2023
This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.
Spearline
JANUARY 13, 2023
We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 27th to 30th 2023, and we can’t wait to talk to as many of you as possible at booth #1227. About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration.
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