ShepHyken
DECEMBER 26, 2023
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!
Callminer
DECEMBER 26, 2023
As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.
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ShepHyken
DECEMBER 25, 2023
Top Takeaways: The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience.
Abby Connect
DECEMBER 27, 2023
If you own or work for a company I’m sure you have to handle telephone calls rather frequently. And the way you handle those phone calls can make a serious impact on if you make a sale, your customers stay happy, or your partners continue to want to work with you.
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Calltools
DECEMBER 27, 2023
Training new agents effectively requires multiple methods. Call recording is one of the more beneficial tools for instructing agents in best calling practices. It allows you to identify areas that need improvement from your call center staff. You can also learn about key customer complaints. Call recording can be controversial, so it should meet ethical standards for agents and customers. 3 Benefits of Call Recording Call recording software offers some valuable benefits , which is why so many bu
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Help Scout
DECEMBER 27, 2023
In this article, we’ll explore how companies are currently using AI to improve customer experience, and we’ll offer some options for tools to consider if you’re ready to add an AI layer to your efforts.
VirtualPBX
DECEMBER 27, 2023
As we approach the final stretch of the VirtualPBX New Year Countdown , the excitement is palpable. With just four days left, it’s not too late to reshape your business phone system and set the stage for success in 2024. Throughout December, we’ve been unveiling daily pro tips to help you achieve your communication goals and ensure your holiday promotions hit the mark.
Win the Customer
DECEMBER 23, 2023
In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Here are 15 impactful ways to implement responsible AI and elevate customer touchpoints: 1.
Beyond Philosophy
DECEMBER 29, 2023
It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting on the past year and what we learned during it.
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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.
Callminer
DECEMBER 27, 2023
Understanding how customers use and feel about the products they buy is critical. This blog looks at how product intelligence can help companies make better decisions about products and improve CX.
ShepHyken
DECEMBER 24, 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 comments about each article and would like to hear what you think too. Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf clu
MiaRec
DECEMBER 29, 2023
Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?
Beyond Philosophy
DECEMBER 28, 2023
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.
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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.
Helpware
DECEMBER 28, 2023
Success and progress in business and employee development are never about remaining static or clinging to comfort zones. True growth lies in our ability to embrace new approaches and change, even when it's difficult or discomforting. It's about recognizing that innovations and shifts in any area are not obstacles but opportunities. By accepting, adapting to, and using these changes, we open ourselves to new possibilities and can do better even with less effort.
SharpenCX
DECEMBER 26, 2023
We’ve all seen it—contact center scorecards that look more like laundry lists and dashboards that look more like Sudoku puzzles. You can measure many metrics in your contact center, but just because you can doesn’t mean you should. The post Top 3 Contact Center Metrics to Measure in 2024 appeared first on Sharpen.
Kapta Customer Success
DECEMBER 25, 2023
The key account management role is misunderstood. Nobody seems to know what we do every day. It’s common for people within an organization to think we are glorified support, some flavor of a sales team, or a marketing team. But nothing could be further from the truth! And this misconception is painfully telling of the communication in the organization about how we're supporting and understanding our customers.
CSM Magazine
DECEMBER 29, 2023
As management students, we are often faced with the question of whether it is more effective to study alone or in a group. The decision can be a challenging one, as both methods have their own set of advantages and disadvantages. Additionally, for those who may consider alternative approaches to managing their academic workload, exploring options like “ mypaperwriter.com ” can be a viable choice.
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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.
24-7 InTouch
DECEMBER 27, 2023
Innovation is a cornerstone of our approach at IntouchCX, so we proactively organize strategic sprints for our partners to address current challenges, drive progress, and experiment with emerging technologies. We use a unique approach to strategic sprints that fosters innovation, opening doors to new opportunities and untapped potential. A leading car-sharing brand partnered with us to identify opportunities to enhance their in-app customer experience (CX).
kommunicate
DECEMBER 27, 2023
Last Updated on December 27, 2023 Generative Artificial Intelligence (Generative AI) can be rightly called a dynamic force that is reshaping how products are conceived, developed, and refined. For seasoned product managers steering the course of large enterprises, understanding and harnessing the power of Generative AI is no longer a luxury—it’s a strategic imperative.
Back Office Centers
DECEMBER 28, 2023
In the fiercely competitive corporate environment of today, executives are always searching for novel approaches to increase productivity. Business executives seeking to optimize their company’s operations have no shortage of options, whether it’s through cost-cutting measures or utilizing emerging technology to automate labor-intensive activities.
CSM Magazine
DECEMBER 27, 2023
Automated API testing stands as a cornerstone in the modern software development cycle, ensuring that applications perform consistently and accurately across diverse systems and technologies. However, navigating through the intricacies of API testing presents a set of common challenges, from handling parameter combinations to ensuring the security and performance of APIs under different scenarios.
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