The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Knowmax

AUGUST 13, 2023

Check out the 60+ customer care scripts for call center agents written by industry experts with more than 10 years of CX experience.

Scripts 52

Scripts Customer Care Call Center Best practices 52

NobelBiz

AUGUST 14, 2023

The call center sector, constantly under pressure to enhance customer satisfaction and operational efficiency, finds a revolutionary ally in voicemail detection. This tool, increasingly integral to modern call centers, not only optimizes outreach but also crafts a streamlined experience for both agents and clients. The Mechanics and Merits of Answering Machine Detection Termed Answering Machine Detection (AMD), voicemail detection is an advanced technology crafted to differentiate between actual

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

AnswerConnect

AUGUST 15, 2023

This ultimate guide explains the importance of customer service, tips to perfect it, and actionable items to implement. The post Perfecting small business customer service: the ultimate guide appeared first on AnswerConnect Blog.

Customer Service 98

Customer Service 98

Working Solutions

AUGUST 15, 2023

In this new age of artificial intelligence, we are working hand in hand with our clients to find ways to drive their AI to help keep them relevant and save costs. The key is to integrate AI with IA or Intelligent Agents.

Customer Service 52

Customer Service Customer Experience Technology 52

CSM Magazine

AUGUST 15, 2023

Customer acquisition and customer retention are two vital aspects of business growth, each playing a unique role in ensuring the long-term success of a company. However, the debate over which aspect to prioritize often arises, with many companies focusing predominantly on acquisition. In reality, both are crucial for different reasons. In this article, we will explore the concepts of customer acquisition and customer retention, the ways in which they drive growth, and why finding the right balan

Customer retention 52

Customer retention Advertising Metrics Marketing 52

ShepHyken

AUGUST 14, 2023

Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers.

Marketing 156

Marketing Customer Experience Employee engagement Customer Service 156

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

TechSee

AUGUST 17, 2023

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.

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205

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. Without customer input, organizations can frequently make decisions that adversely affect their experience strategy and their overall profitability.

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

AUGUST 16, 2023

The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

Callminer

AUGUST 15, 2023

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving top scores in current offering and strategy.

Customer Service 182

Customer Service 182

Beyond Philosophy

AUGUST 12, 2023

I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimations.

Healthcare 150

Healthcare Call Center Customer Experience 150

C3Centricity

AUGUST 15, 2023

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.

Technology 118

Technology Chatbots Feedback Analytics 118

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Transparent BPO

AUGUST 15, 2023

Transparent BPO Recognized on 2023 Inc. 5000 List of America’s Fastest-Growing Private Companies Rockville, MD, August 15, 2023 – Today, Inc. revealed that Transparent BPO is #3127 on its annual Inc. 5000 list, the most prestigious ranking of the fastest-growing private companies in America. The list represents a one-of-a-kind look at the most successful companies […] The post Transparent BPO’s Ninth Inclusion on Annual List of America’s Fastest-Growing Private Companies and Eighth C

outsourcing 118

outsourcing Customer Service Customer Experience 118

VirtualPBX

AUGUST 15, 2023

In today’s fast-paced business landscape, effective communication is key to success. With the rapid rise of Business SMS as a preferred mode of interaction, it has become imperative for tech-savvy businesses to harness the power of texting. VirtualPBX, a trusted name with over two decades of experience in catering to communication needs, has taken the lead in guiding businesses to leverage robust texting features for future-proofing their operations in addition to voice.

Best practices 98

Best practices Marketing Feedback Sales 98

AWS Machine Learning

AUGUST 17, 2023

Amazon Redshift is the most popular cloud data warehouse that is used by tens of thousands of customers to analyze exabytes of data every day. Many practitioners are extending these Redshift datasets at scale for machine learning (ML) using Amazon SageMaker , a fully managed ML service, with requirements to develop features offline in a code way or low-code/no-code way, store featured data from Amazon Redshift, and make this happen at scale in a production environment.

APIs 98

APIs Engineering Scripts Analytics 98

ShepHyken

AUGUST 14, 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. How to Use SEO and CX for Better Organic Performance by Veruska Anconitano (Search Engine Land) A well-optimized website attracts more traffic, and a positive customer experience ensures that the traffic converts into loyal customers.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

kommunicate

AUGUST 18, 2023

Last Updated on August 18, 2023 Product adoption, Engagement and Retention are three key ingredients in growing a business, especially one through the Product-Led Growth Model. If you want to succeed, you need to score high in each of these departments. Chatbots can be pivotal in scoring here, and we are going to tell you [.] The post Chatbots Propelling Adoption, Engagement and Retention in Product-Led Growth appeared first on Kommunicate Blog.

Chatbots 96

Chatbots Management 96

ConvergeOne

AUGUST 15, 2023

In my last blog post , I discussed the risks that artificial intelligence (AI) introduces to your environment. You may be wondering how you can ensure your organization stays protected from these risks.

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91

AWS Machine Learning

AUGUST 15, 2023

Digital assets are vital visual representations of products, services, culture, and brand identity for businesses in an increasingly digital world. Digital assets, together with recorded user behavior, can facilitate customer engagement by offering interactive and personalized experiences, allowing companies to connect with their target audience on a deeper level.

Chatbots 98

Chatbots Enterprise Accountability Best practices 98

Tethr

AUGUST 15, 2023

Learn about 5 ways to improve sales performance using insights from sales conversations.

Sales 89

Sales 89

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

AnomalySquared

AUGUST 18, 2023

In the rapidly evolving landscape of e-commerce, businesses are often tempted to focus solely on digital channels and self-service solutions to cater to their customers' needs. While these technological advancements undoubtedly enhance efficiency, they cannot replace the human touch that call centers provide. Despite the prevalence of live chat and chatbots, call centers remain an essential component of the e-commerce industry.

Call Center 89

Call Center Chatbots Self service Technology 89

Cisco - Contact Center

AUGUST 15, 2023

For the past several years, I’ve tried to give at least one Terraform-centric session at Cisco Live. That’s because they’re fun and make for awesome demos. What’s a technical talk without a demo?

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86

AWS Machine Learning

AUGUST 16, 2023

MLOps is a key discipline that often oversees the path to productionizing machine learning (ML) models. It’s natural to focus on a single model that you want to train and deploy. However, in reality, you’ll likely work with dozens or even hundreds of models, and the process may involve multiple complex steps. Therefore, it’s important to have the infrastructure in place to track, train, deploy, and monitor models with varying complexities at scale.

APIs 98

APIs Government Engineering Management 98