CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. One hundred and twenty days later they had a perfect switchover with no negative customer impact.
Nicereply
FEBRUARY 8, 2023
People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster. Many of these phone calls aren’t particularly pleasant to start out with.
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Contact Center Pipeline
FEBRUARY 9, 2023
When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to obtain voice, emergency, and messaging services, rather than the strategic launching point for your contact center.
Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
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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.
ClientSuccess
FEBRUARY 8, 2023
There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 10, 2023
For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company. Who Exactly is Gen Z? Pew Research Center considers people born between 1981 and 1996 (ages 23 to 38 in 2019) as Millennials, and those born from 1997 onward as part of the Gen Z gener
Contact Center Pipeline
FEBRUARY 7, 2023
One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.
ShepHyken
FEBRUARY 7, 2023
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.
Callminer
FEBRUARY 5, 2023
Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences.
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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.
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.
Myra Golden Media
FEBRUARY 10, 2023
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.
ShepHyken
FEBRUARY 6, 2023
Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.
Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers. What is the Purpose of Service Levels? Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.
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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.
Contact Center Pipeline
FEBRUARY 10, 2023
“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer “The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war.
Myra Golden Media
FEBRUARY 4, 2023
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.
C3Centricity
FEBRUARY 7, 2023
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.
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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
FEBRUARY 8, 2023
As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors.
CustomerServ
FEBRUARY 7, 2023
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. In many developing countries, job seekers significantly outnumber formal job opportunities. Therefore, socially oriented outsourcing strategies aim to make a positive economic impact on disadvantaged and marginalized sectors of the population, in add
HelpCrunch
FEBRUARY 10, 2023
It seems that only yesterday chatbots were something new and unusual and today they are everywhere. In fact, 80% of people have interacted with a chatbot on a certain occasion, and that is something to [ … ] The post Chatbot Best Practices: How to Build a Successful Chatbot in 2023 appeared first on HelpCrunch blog.
Creative Virtual
FEBRUARY 7, 2023
By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. This is particularly true after the upheaval and uncertainty the world has experienced over the past few years.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
AWS Machine Learning
FEBRUARY 9, 2023
Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. AnalyzeDocument Signatures is a feature within Amazon Textract that offers the ability to automatically detect signatures on any document. This can reduce the need for human review, custom code, or ML experience. In this post, we discuss the benefits of the AnalyzeDocument Signatures feature and how the AnalyzeDocument Signatures API helps detect signatures in do
kommunicate
FEBRUARY 9, 2023
Last Updated on February 9, 2023 New year, and new beginnings. We added some exciting features to our product in the month of January, and here is a quick update. Bots page gets an overhaul: Our “Bots” page got a revamp to give our users more clarity on how effective the bot has been after [.] The post Here’s What’s New From February 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.
ConvergeOne
FEBRUARY 7, 2023
Part 1. Part 2 , Part 3 and Part 4 of this blog series detail the first four steps to effective Workforce Engagement Management.
ChurnZero
FEBRUARY 8, 2023
Washington, D.C., February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. In just a few years, ChurnZero’s rapid growth has seen the company go from new entrant status to an industry leader, employer of choice, and acclaimed innovator in the Customer Success category.
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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.
AWS Machine Learning
FEBRUARY 8, 2023
Machine learning (ML) has become ubiquitous. Our customers are employing ML in every aspect of their business, including the products and services they build, and for drawing insights about their customers. To build an ML-based application, you have to first build the ML model that serves your business requirement. Building ML models involves preparing the data for training, extracting features, and then training and fine-tuning the model using the features.
Comm100
FEBRUARY 6, 2023
To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.
kommunicate
FEBRUARY 8, 2023
Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84 to 52.7 million in 2020, and 37% of people used telemedicine in 2021. What do these numbers mean for the future of healthcare? The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog.
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