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In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority. More respondents chose those two outcomes than any other, including friendly service, knowledgeable agents, and brand trustworthiness.
Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? The key to achieving these goals lies in implementing strategic call center campaigns.
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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.
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This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.
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This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.
As we’ve entered 2024, let's analyze how starting, stopping, and keeping particular practices can reshape the customer service industry. It is a lens that we can use to understand how these principles are changing the customer service landscape.
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Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph.
While customer journey mapping is a strategic investment for contact center management, what factors should you consider before committing resources to the project?
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We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.
Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice.
When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.
We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.
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OpenAI Whisper is an advanced automatic speech recognition (ASR) model with an MIT license. ASR technology finds utility in transcription services, voice assistants, and enhancing accessibility for individuals with hearing impairments. This state-of-the-art model is trained on a vast and diverse dataset of multilingual and multitask supervised data collected from the web.
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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.
Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.
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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.
Geospatial data is data about specific locations on the earth’s surface. It can represent a geographical area as a whole or it can represent an event associated with a geographical area. Analysis of geospatial data is sought after in a few industries. It involves understanding where the data exists from a spatial perspective and why it exists there.
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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.
Over the holidays, we unveiled our latest game-changing feature — Add-Ons. These power-packed enhancements seamlessly integrate with the VirtualPBX platform, offering users unparalleled flexibility and convenience. With the Starter, Flex, Pro, and Premier plans, admins can enable Add-Ons directly from the dashboard, providing a hassle-free and user-friendly experience.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn the massive amounts of raw data a contact center produces every day into valuable insights.
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