ShepHyken
MAY 30, 2023
“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.
Brad Cleveland Blog
JUNE 1, 2023
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is … Continue reading → The post How Generative AI Will Transform Contact Centers and Shape Your Career appeared first on Brad Cleveland.
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Tethr
MAY 29, 2023
The way your company handles support has lasting impacts. Call center statistics matter, but finding out which ones hold weight is key.
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.
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CCNG
MAY 31, 2023
One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Thirty minutes later, as we sat down to the dinner table, the phone rang. I got out of my chair and answered the phone. It was my boss. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 1, 2023
This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.
Callminer
MAY 29, 2023
Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.
Bill Quiseng
MAY 31, 2023
Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
LiveVox
MAY 31, 2023
If you’re having trouble getting the right people for your contact center, you’re not alone. One solution many businesses have implemented: virtual customer service. For many businesses, hiring the right people to provide quality customer service might seem difficult. It can be challenging to find someone with the right experience and work ethic to represent […] The post 10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent appeared first on LiveVox.
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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.
TechSee
JUNE 1, 2023
Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.
Callminer
JUNE 2, 2023
CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.
Beyond Philosophy
JUNE 1, 2023
Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.
ShepHyken
MAY 28, 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. In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy.
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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.
Steve DiGioia
MAY 29, 2023
We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls.
CCNG
MAY 31, 2023
According to recent studies: 50.5 Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged. Cost - $7.8 Trillion, 11% global GDP (Gallup 2022 SoW Report) 56% of women senior leaders are stressed, with 46% of women senior leaders burnout, 40% are looking for a new role (Deloitte Woman at Work 2022) Toxic Culture is the #1 rated predictor of attrition (MIT Sloan Review Jan 2022) The question is why?
Beyond Philosophy
MAY 27, 2023
Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.
ShepHyken
MAY 29, 2023
Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.
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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.
Upstream Works
JUNE 1, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.
Tethr
MAY 29, 2023
Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.
AWS Machine Learning
MAY 31, 2023
PyTorch is a machine learning (ML) framework based on the Torch library, used for applications such as computer vision and natural language processing. One of the primary reasons that customers are choosing a PyTorch framework is its simplicity and the fact that it’s designed and assembled to work with Python. PyTorch supports dynamic computational graphs, enabling network behavior to be changed at runtime.
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
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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!
CSM Magazine
JUNE 1, 2023
Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.
Tethr
MAY 29, 2023
Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.
AWS Machine Learning
MAY 31, 2023
Running machine learning (ML) workloads with containers is becoming a common practice. Containers can fully encapsulate not just your training code, but the entire dependency stack down to the hardware libraries and drivers. What you get is an ML development environment that is consistent and portable. With containers, scaling on a cluster becomes much easier.
ChurnZero
JUNE 2, 2023
A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. The risk of churn was high since the new point of contact indicated they wanted to make some changes. “I just want you to know I’m probably going to replace you all with another tool,” the customer said.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
VirtualPBX
JUNE 1, 2023
In today’s digital age, text messaging has become a ubiquitous form of communication, prompting businesses to explore its potential as a marketing tool. However, amidst this opportunity lies the important question: Can businesses send texts to customers without their permission while adhering to texting laws? In this blog, we will delve into the legal aspects surrounding business text messaging and shed light on the regulations that dictate its practice.
Tethr
MAY 29, 2023
With the advent of machine learning, traditional post-call surveys are quickly becoming obsolete as a measurement of customer effort.
AWS Machine Learning
MAY 31, 2023
The Amazon SageMaker Python SDK is an open-source library for training and deploying machine learning (ML) models on Amazon SageMaker. Enterprise customers in tightly controlled industries such as healthcare and finance set up security guardrails to ensure their data is encrypted and traffic doesn’t traverse the internet. To ensure the SageMaker training and deployment of ML models follow these guardrails, it’s a common practice to set restrictions at the account or AWS Organizations level throu
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