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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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

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 Metrics Advertising 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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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

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

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

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

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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

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 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 114

Technology Chatbots Feedback Analytics 114

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

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

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

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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98

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.

95

95

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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.

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

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

Bill Quiseng

AUGUST 16, 2023

QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people. COMMUNICATE openly, transparently, interactively, frequently, and continuously any information that your people need and want to know.

Personalization 78

Personalization Healthcare 78

Cisco - Contact Center

AUGUST 18, 2023

SAP availability has traditionally been measured based solely on whether the application is up and running, commonly referred to as uptime or system availability.

Metrics 98

Metrics 98

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

LiveVox

AUGUST 15, 2023

We all know that education plays a pivotal role in shaping individuals’ lives and driving societal progress. As the demand for higher education continues to grow, student loan lenders face the challenge of catering to diverse needs and providing a seamless borrowing experience. This is where segmentation comes into play—and where LiveVox can help you […] The post Targeted Education Loan Offers and Enhanced CX with Segmentation appeared first on LiveVox.

Education 81

Education CRM Customer Experience 81

AWS Machine Learning

AUGUST 16, 2023

This post is cowritten by Shirsha Ray Chaudhuri, Harpreet Singh Baath, Rashmi B Pawar, and Palvika Bansal from Thomson Reuters. Thomson Reuters (TR), a global content and technology-driven company, has been using artificial intelligence (AI) and machine learning (ML) in its professional information products for decades. Thomson Reuters Labs, the company’s dedicated innovation team, has been integral to its pioneering work in AI and natural language processing (NLP).

Enterprise 87

Enterprise APIs Engineering Entertainment 87

Cyara

AUGUST 17, 2023

Endurance testing. Load testing. Scalability testing. Spike Testing. Stress… smoke… volume… Testing, testing, testing! Are all these performance testing types testing your patience? Do you have questions about what they are, when to use them, and how?

Contact Center 67

Contact Center 67