Tethr

SEPTEMBER 12, 2023

Credit union leaders share their top takeaways for automating QA and implementing other AI tech in the contact center.

Contact Center 95

Contact Center 95

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. Although it can be a cost-effective solution to partner with call center providers, knowing the cost of outsourced call center companies is one of the major factors that shouldn’t be ignored.

outsourcing 62

outsourcing Call Center Finance Contact Center 62

TCN

SEPTEMBER 13, 2023

Good customer service is the keystone of an exceptional call center. TCN’s third annual consumer. The post What does your call center software say about your customer service? appeared first on TCN.

call center software 59

call center software Call Center Customer Service 59

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting

Government 67

Government Contact Center Coaching contact center associations 67

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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

Cisco - Contact Center

SEPTEMBER 13, 2023

In today’s interconnected world, where cyber threats are evolving at an alarming rate, cybersecurity has become a paramount concern for individuals, businesses, and governments alike.

Technology 92

Technology Government 92

OctopusTech

SEPTEMBER 9, 2023

Have you ever dialed a customer support number and found that the person at the other end lives halfway across the globe? This is where call center outsourcing plays a major role. Do you know that call center outsourcing services are one of the top choices of developing countries like Europe and America? These countries outsource their call center operations from less expensive countries like Asia to manage their budget and ease their business operations for a cost-effective business solution.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business.

Customer Experience 183

Customer Experience Customer Service Gamification Technology 183

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

Customer centricity 114

Customer centricity 114

Cyara

SEPTEMBER 12, 2023

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Feedback 76

Feedback 76

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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

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

Self service 221

Self service Analytics Personalization Consulting 221

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

Customer Service 377

Customer Service Customer Experience Management 377

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance. Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / inves

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

Upstream Works

SEPTEMBER 14, 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 AI for Cost Savings? Beware the Service Recovery Paradox appeared first on Upstream Works.

Management 148

Management 148

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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.

Beyond Philosophy

SEPTEMBER 9, 2023

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these predictions is AI-driven.

Customer Experience 195

Customer Experience Technology 195

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.

Automotive 331

Automotive Airlines Benchmark Service level 331

AWS Machine Learning

SEPTEMBER 14, 2023

Today, generative AI models cover a variety of tasks from text summarization, Q&A, and image and video generation. To improve the quality of output, approaches like n-short learning, Prompt engineering, Retrieval Augmented Generation (RAG) and fine tuning are used. Fine-tuning allows you to adjust these generative AI models to achieve improved performance on your domain-specific tasks.

Accountability 129

Accountability APIs Scripts Engineering 129

HelpCrunch

SEPTEMBER 12, 2023

Today, we’re happy to announce a long-term financial and technological partnership between HelpCrunch and UniSender. 2020 has been a pivotal year for all businesses. The partnership with UniSender allows us to continue growing and building [ … ] The post Technological and Financial Partnership: UniSender Invests in HelpCrunch ? appeared first on The HelpCrunch blog.

Technology 115

Technology Customer Service 115

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

AnomalySquared

SEPTEMBER 15, 2023

In the fast-paced world of business, effective appointment setting is crucial for driving revenue and building lasting customer relationships. Call centers play a pivotal role in this process, serving as the frontline of communication between businesses and their potential clients. To ensure success in appointment setting, call centers need to employ proven strategies that maximize efficiency and customer satisfaction.

Call Center 111

Call Center Customer Experience 111

ShepHyken

SEPTEMBER 10, 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 the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed.

Customer Service 213

Customer Service B2C Customer retention B2B 213

AWS Machine Learning

SEPTEMBER 11, 2023

Today, we are excited to announce that the Falcon 180B foundation model developed by Technology Innovation Institute (TII) is available for customers through Amazon SageMaker JumpStart to deploy with one-click for running inference. With a 180-billion-parameter size and trained on a massive 3.5-trillion-token dataset, Falcon 180B is the largest and one of the most performant models with openly accessible weights.

APIs 128

APIs Engineering Enterprise Management 128

Toister Performance Solutions

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.

Surveys 107

Surveys Coaching Customer Service Feedback 107

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

kommunicate

SEPTEMBER 15, 2023

Last Updated on September 15, 2023 WhatsApps has become THE messenger for smartphones. With 5 billion downloads on the Google Play Store alone, the app is going from strength to strength. Here are a few statistics on WhatsApp that will blow your mind: Meta, which owns WhatsApp, is already dominating the social media space with [.] The post WhatsApp Channels – What Is It and How You Can Use It For Your Business In 2023 appeared first on Kommunicate Blog.

105

105

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. With the variety of online products and services, customer expectations are constantly growing. Consumers expect brands to offer them memorable and meaningful experiences.

Marketing 158

Marketing Customer Experience Entertainment Customer centricity 158

AWS Machine Learning

SEPTEMBER 15, 2023

Large language model (LLM) agents are programs that extend the capabilities of standalone LLMs with 1) access to external tools (APIs, functions, webhooks, plugins, and so on), and 2) the ability to plan and execute tasks in a self-directed fashion. Often, LLMs need to interact with other software, databases, or APIs to accomplish complex tasks. For example, an administrative chatbot that schedules meetings would require access to employees’ calendars and email.

APIs 127

APIs Chatbots Engineering Management 127

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. That is where VoIP & texting steps in. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees.

voip 105

voip CRM Consulting Consulting 105

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Using the S.M.A.R.T strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content. Amazon Comprehend is a fully, managed service that uses natural language processing (NLP) to extract insights about the content of documents.

Coaching 125

Coaching Accountability Enterprise Management 125