Callminer

MAY 23, 2023

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

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Call Center Customer Service 345

CCNG

MAY 24, 2023

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. A bit of a hyperbole but it’s a great starting point for a very timely conversation. Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.

CCNG 195

CCNG Contact Center Technology Customer Experience 195

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you.

Journey mapping 195

Journey mapping Personalization Customer Experience 195

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

ShepHyken

MAY 24, 2023

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

Customer Service 342

Customer Service Personalization Customer Experience 342

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Bill Quiseng

MAY 24, 2023

A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.

Customer Service 113

Customer Service Education Customer Care 113

Tethr

MAY 24, 2023

These four strategies are the keys to building customer loyalty for any type of business here in the digital age. Read more.

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Global Response

MAY 22, 2023

Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable are their voices to your business?

Feedback 62

Feedback outsourcing Customer centricity Surveys 62

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.

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Journey mapping Consulting Consulting Personalization 195

ShepHyken

MAY 22, 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. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers.

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Customer Service Customer retention Best practices Customer Experience 35

Avoxi

MAY 26, 2023

Discover the key differences between inbound and outbound call centers in this guide.

Call Center 118

Call Center Contact Center 118

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

AWS Machine Learning

MAY 22, 2023

Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.

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APIs Scripts Metrics Accountability 110

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

MiaRec

MAY 23, 2023

Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.

Contact Center 98

Contact Center 98

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for.

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call center software Call Center APIs Contact Center 98

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

AWS Machine Learning

MAY 23, 2023

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Valuable data in organizations is stored in both structured and unstructured repositories. An enterprise search solution should be able to pull together data across several structured and unstructured repositories to index and search on.

APIs 109

APIs Accountability Enterprise Personalization 109

ShepHyken

MAY 22, 2023

Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

MiaRec

MAY 26, 2023

If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.

Contact Center 98

Contact Center Surveys 98

VirtualPBX

MAY 24, 2023

In today’s digital age, businesses are constantly striving to provide the best customer experience while ensuring compliance with regulatory requirements. One essential aspect of customer satisfaction and compliance is offering a simple and efficient method for customers to opt out of receiving further communications. The “Text STOP to Opt-Out” method is not a choice but a necessity to fulfill TCPA requirements.

Customer centricity 98

Customer centricity Marketing Management Customer Experience 98

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

AWS Machine Learning

MAY 23, 2023

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.

APIs 107

APIs Accountability Construction Management 107

ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.

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Upselling Metrics Surveys Accountability 97

Method:CRM

MAY 23, 2023

Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.

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Personalization Revenue potential Engineering Sales 97

AnswerConnect

MAY 23, 2023

Discover common mistakes to avoid and tips for creating job satisfaction in remote teams, plus helpful tools and resources. The post The importance of culture for remote teams and how to cultivate it appeared first on AnswerConnect Blog.

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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

AWS Machine Learning

MAY 25, 2023

Amazon Kendra is a highly accurate and intelligent search service that enables users to search unstructured and structured data using natural language processing (NLP) and advanced search algorithms. With Amazon Kendra, you can find relevant answers to your questions quickly, without sifting through documents. However, just enabling end-users to get the answers to their queries is not enough in today’s world.

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Automotive Metrics Analytics APIs 99

Cisco - Contact Center

MAY 24, 2023

Cisco Learning and Certifications organization has been dedicated to our learners, partners, and customers, transforming their careers and businesses for almost 30 years.

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Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

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Customer Service Chatbots Technology Customer Support 94