Cyara
SEPTEMBER 8, 2019
Technology continues to evolve at an ever-increasing pace. Never before has technology—the architectures, networks, operating systems, applications, processes and even the people designing, developing, operating or using it—been such a driving force. Digital transformation is no longer a buzzword but a reality, and the race to deliver a perfect customer experience the first time has never been more important.
TechSee
SEPTEMBER 10, 2019
More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service.
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The Call Center School
SEPTEMBER 11, 2019
From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected. In this article, we’ll outline 5 principle elements of coaching success to help make coaching in your contact center more effective.
Contact Center Pipeline
SEPTEMBER 11, 2019
When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps are Waze, Turbo Tax, Fandango, Delta and USAA—apps that quickly and easily help me navigate and manage through the critical, complex and day-to-day, ankle-biter tasks of everyday life. Thinking about your […].
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Topdown
SEPTEMBER 9, 2019
Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 11, 2019
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further.
Contact Center Pipeline
SEPTEMBER 12, 2019
Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].
Callminer
SEPTEMBER 10, 2019
High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.
Beyond Philosophy
SEPTEMBER 11, 2019
Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.
Advertiser: ZoomInfo
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ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .
Contact Center Pipeline
SEPTEMBER 13, 2019
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or “Capture customer feedback.” In the confusion of how words such as omnichannel and digital transformation, we may overlook the end goal—the what we’re trying to achieve. If you’re over 40, you […].
Callminer
SEPTEMBER 9, 2019
Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.
Beyond Philosophy
SEPTEMBER 13, 2019
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic.
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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
SEPTEMBER 10, 2019
Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber: Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business.
Contact Center Pipeline
SEPTEMBER 10, 2019
The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown. Yum yum! However, I realize that if you are reading this article, you are not […].
Nextiva
SEPTEMBER 10, 2019
The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers only buy from brands they trust. That means poor customer service leads to lost customers and lost revenue. Consumers demand amazing service and will spend more to get it. Companies […]. The post The Future of Customer Service: 12 Trends to Test in 2020 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nexti
Beyond Philosophy
SEPTEMBER 13, 2019
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand.
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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
SEPTEMBER 9, 2019
Each week I read a number of 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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. (Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.
Ian Jacobs
SEPTEMBER 11, 2019
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […].
ProProfs Blog
SEPTEMBER 13, 2019
The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. On the other hand, in the same research, we can see that the average American tells 15 people when they’ve had a poor SaaS customer support experience. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention. 67% of customer churn
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
JustCall
SEPTEMBER 8, 2019
Being an early stage startup entrepreneur, it is imperative for you to be acquainted with the best resources and tools which can make your job easier. In both external and internal environments, it is pivotal for a startup to enhance its growth in the market. But with all things considered, a startup isn’t just successful because they think of a brilliant idea.
Ann Michaels and Associates
SEPTEMBER 9, 2019
It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them? You never know what kind of day someone is having so why not try to make it just a little better.
Sykes
SEPTEMBER 11, 2019
Recognized as a Top Leader, Top CSR and Multiple Appearances Company. TAMPA, FL — September 10, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider of customer engagement services and multichannel demand generation, was recognized by the International Association of Outsourcing Professionals® (IAOP®) as being within the top-scoring companies overall, as one of the companies scoring highest in the area of corporate social responsibility (CSR), and
Advertiser: ZoomInfo
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Customercount
SEPTEMBER 10, 2019
CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science. Continue reading → The post It’s back to school with IUPUI partnership appeared first on CustomerCount.
Ameyo
SEPTEMBER 12, 2019
For every 18 calls, only 1 call is connected to the potential buyer. Picture this in a call center where all your agents’ productivity is at stake against the numbers dialed each day. For a business that depends on customer interactions, each minute of the day is important! Automation is the key to get better … Choosing The Right Call Center Dialer For Your Business Became Easy Read More » The post Choosing The Right Call Center Dialer For Your Business Became Easy appeared first on A
Talkdesk
SEPTEMBER 11, 2019
The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? The answer is artificial intelligence (AI) , which is an answer dripping with irony: fixing a new problem – created by trying to bring a contact center into the 21st century – with a futuristic solut
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