Contact Center Pipeline
DECEMBER 28, 2022
We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent frustration and dissatisfaction. There is no excuse for such behavior, by anyone. […].
Helpware
DECEMBER 27, 2022
In this guide, we’ll look at some of the benefits of a multichannel contact center. Use this information to make informed decisions for your business.
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LiveVox
DECEMBER 28, 2022
If you’re running a call center, then you want to know how to decrease average handle time in a call center. This can be a challenge, but with the right strategies in place, it is definitely achievable. After all, a high AHT can lead to customer dissatisfaction and lost revenue. In this article, we cover […]. The post How to Decrease Average Handle Time in a Call Center appeared first on LiveVox.
kommunicate
DECEMBER 27, 2022
Last Updated on December 27, 2022 “If you are not taking care of your customer, your competitor will.” – Bob Hooey So you have wandered around enough and want a sure-shot way to make your customers happy! This is where reading some best books on customer service can be your savior! Do you know that [.]. The post 9 Of The Best Books On Customer Service That You Can’t Miss appeared first on Kommunicate Blog.
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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.
ClearAction
DECEMBER 26, 2022
CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Hodusoft
DECEMBER 28, 2022
What is Call Center Management? Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.
ShepHyken
DECEMBER 28, 2022
Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .
Contact Center Pipeline
DECEMBER 29, 2022
The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst part: disruption typically causes a spike in customer service needs, which magnifies customer experience (CX) issues for brands that are not […].
Beyond Philosophy
DECEMBER 29, 2022
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a
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Callminer
DECEMBER 28, 2022
Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.
ShepHyken
DECEMBER 27, 2022
The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.
Contact Center Pipeline
DECEMBER 30, 2022
Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining the best agents. Tom shares with us his top three guiding principles for creating positive change for both the agent and […].
Beyond Philosophy
DECEMBER 24, 2022
The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful.
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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 26, 2022
Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.
ShepHyken
DECEMBER 26, 2022
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 Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. (CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.
Contact Center Pipeline
DECEMBER 27, 2022
“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.” —Monica Thakrar, Forbes “The ability to be able to adapt to adverse circumstances, to un-learn old […].
AWS Machine Learning
DECEMBER 29, 2022
Last year, we announced the general availability of RStudio on Amazon SageMaker , the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud. You can quickly launch the familiar RStudio IDE and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale.
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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.
HelpCrunch
DECEMBER 28, 2022
A good FAQ page is a great asset for any customer-facing website. However, for eCommerce, it often becomes a critical component that can influence purchase decisions. So, let’s see how to make an eCommerce FAQ [ … ]. The post Top 9 eCommerce FAQ Page Examples and Improvement Tips appeared first on HelpCrunch blog.
kommunicate
DECEMBER 24, 2022
Last Updated on December 24, 2022 Chatbots have grown in popularity over the past few years, especially during the COVID-19 pandemic. They are completely transforming the way we live and are a leading force in almost all industries across the globe. The healthcare industry, in particular, has reaped the many benefits of chatbots. Chatbots in [.]. The post 7 Best Chatbots in Healthcare That Enhance the Patient Experience appeared first on Kommunicate Blog.
Helpware
DECEMBER 29, 2022
Today's customers have unprecedented access to information and can easily shift loyalties to new companies. In fact, studies show that 33% of US consumers tend to switch companies after even a single instance of poor service. Brands must deliver standout customer experiences to retain customers and grow long-term.
AWS Machine Learning
DECEMBER 29, 2022
Documents are a primary tool for record keeping, communication, collaboration, and transactions across many industries, including financial, medical, legal, and real estate. The millions of mortgage applications and hundreds of millions of W2 tax forms processed each year are just a few examples of such documents. Critical business data remains unlocked in unstructured documents such as scanned images and PDFs, and trying to get humans to read this data or even legacy OCR is tedious, expensive,
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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.
Bill Quiseng
DECEMBER 24, 2022
Ever since I had my stroke in April last year, writing has been literally a labor of love. I hope that you have gained some insight into how to Deliver the World’s Best Customer Experience by not just serving to satisfy customers, but rather to WOW them. I want to thank each of you for reading my blog this year. I very much appreciate you. In appreciation, and in paying it forward, for this New Year, I don’t wish you good luck in the future.
JivoChat
DECEMBER 28, 2022
If you are new to using TikTok and want to discover how to see who viewed your TikTok, we have good news for you. The platform interface is very intuitive and it just takes a few steps to check who is visiting your profile. Having access to how many people are interested in your TikTok content is important data, mainly if your profile is focused on promoting a brand.
Transparent BPO
DECEMBER 29, 2022
Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center. Passionate and engaged employees will deliver great service while underperforming agents and managers have the potential to drag […].
AWS Machine Learning
DECEMBER 29, 2022
The last decade of the Industry 4.0 revolution has shown the value and importance of machine learning (ML) across verticals and environments, with more impact on manufacturing than possibly any other application. Organizations implementing a more automated, reliable, and cost-effective Operational Technology (OT) strategy have led the way, recognizing the benefits of ML in predicting assembly line failures to avoid costly and unplanned downtime.
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Interactions
DECEMBER 28, 2022
Dear Friends and Family, . As we come to the close of another year, I want to take a moment to express my sincere gratitude to our customers, partners, and employees. We’ve made some incredible achievements this year, and it would have not been possible without your support. It has been a remarkable year for Interactions. We continued to deliver the best customer experiences in customer care while driving value to our clients.
JivoChat
DECEMBER 28, 2022
Learning how to go live on Instagram can help you explore another alternative to become closer to your target audience, and engage with them. When you make an Instagram live, your followers have the opportunity to talk directly to you and receive an answer at the same time, That’s great when it comes to showing them that you or your brand see them and worry about what they need and think.
Tethr
DECEMBER 26, 2022
Here’s a look at some of the innovations Tethr launched in 2022
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