Help Scout

AUGUST 22, 2023

Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.

Customer Service 101

Customer Service 101

Tethr

AUGUST 22, 2023

Learn how Tethr's conversation intelligence platform can drive call center cost reduction by uncovering cost-saving insights in customer interactions.

Call Center 94

Call Center 94

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service Best practices Management 116

Help Scout

AUGUST 22, 2023

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

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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

C3Centricity

AUGUST 21, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

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LiveVox

AUGUST 22, 2023

Education is important for our society—it provides us with the tools we need to reach our goals and unlock new and exciting opportunities. But the cost of education has been rising fast, forcing many students to take out loans and leading to a huge amount of debt. That’s why education lenders and debt collection agencies […] The post Tackling Customer Experience Challenges in Education Lending and Debt Collection appeared first on LiveVox.

Education 84

Education Customer Experience 84

ConvergeOne

AUGUST 22, 2023

Learn the importance of hiring a data engineer and a data scientist for building a strong analytics team.

Analytics 97

Analytics Engineering 97

Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

Customer Experience 105

Customer Experience Customer Service 105

AWS Machine Learning

AUGUST 21, 2023

Amazon SageMaker Data Wrangler reduces the time it takes to collect and prepare data for machine learning (ML) from weeks to minutes. You can streamline the process of feature engineering and data preparation with SageMaker Data Wrangler and finish each stage of the data preparation workflow (including data selection, purification, exploration, visualization, and processing at scale) within a single visual interface.

Engineering 83

Engineering Accountability Big data Sales 83

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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

AUGUST 24, 2023

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost when designing their experiences that require waiting. I got the idea for this topic while waiting in line at the grocery store. At my local market, a self-check-out was installed to reduce our wait times.

Banking 195

Banking Coaching Wait times Chatbots 195

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Using their name, remembering their past purchases, their buying patterns, and more can build confidence and trust.

Personalization 156

Personalization Upselling Sales Customer Service 156

Transparent BPO

AUGUST 23, 2023

Transparent BPO Wins Bronze Under Learning and Development Awards. The 2023 Brandon Hall Group HCM Excellence Awards™ recognizes best practices for initiatives in Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Human Resources, Sales Performance, Diversity, Equity & Inclusion, and the Future of Work. Transparent BPO, a leader in innovative BPO Solutions, is thrilled […] The post Transparent BPO Awarded Bronze in Brandon Hall Group’s 31st Annual

Best practices 118

Best practices Sales Management outsourcing 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

Beyond Philosophy

AUGUST 19, 2023

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make. Then, of course, there are the times when the waiting is part of the experience.

Wait times 150

Wait times Customer Experience Management 150

Help Scout

AUGUST 22, 2023

The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.

Customer Service 111

Customer Service 111

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. It should be embraced by everyone in the organization, from senior leaders to frontline employees. • To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

Momentum Telecom

AUGUST 22, 2023

Acquisition Expands Reach of Momentum’s Managed Network Offering ATLANTA – August 22, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has completed its transaction to acquire Asset Black , a Savannah, Ga.-based managed network provider. “Today, Momentum and Asset Black unite, merging our strengths and teams into a powerful force for innovation and success,” said Todd Zittrouer, CEO at Momentum.

Customer centricity 98

Customer centricity Sales Management 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

kommunicate

AUGUST 23, 2023

Last Updated on August 23, 2023 Below is a simple guide for users who have integrated a chatbot to their website and now want to track its performance. We are going to integrate Google Analytics with a chatbot built using Kommunicate’s Kompose chatbot builder. Before we dive in, let’s see why its important to integrate [.] The post How To Integrate Google Analytics With Your Chatbot appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Analytics 98

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

Customer Service 105

Customer Service 105

ShepHyken

AUGUST 21, 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. What Rockets a Brand Into Cult Following Status? by BBC (BBC) It’s not a product – it’s a lifestyle. Some brands, products and people reach a level of fandom others only dream of.

Customer Service 31

Customer Service B2B B2C Construction 31

Amplifai Coaching Category

AUGUST 24, 2023

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

Average Handle Time 97

Average Handle Time Morale Contact Center 97

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

kommunicate

AUGUST 25, 2023

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. But how do the customers know that it is YOUR product that they need? And why will they move away from the competition, [.] The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

SaaS 94

SaaS Management 94

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

Management 105

Management Customer Experience 105

VirtualPBX

AUGUST 24, 2023

Voice over Internet Protocol (VoIP) has revolutionized communication, enabling voice calls over the internet and reshaping connectivity. As we ar journeying in 2023, the VoIP landscape is poised for remarkable advancements that promise to further transform how we communicate. This article explores key trends driving the future of VoIP, including the integration of AI and chatbots, the evolution of video conferencing, and the game-changing impact of 5G technology.

voip 94

voip Chatbots Healthcare Customer centricity 94

Cisco - Contact Center

AUGUST 21, 2023

As we celebrate World Entrepreneurs’ Day on August 21, it is interesting to reflect on how an established company like Cisco—a Fortune 500 company with more than 80,000 employees —relates to entre… Read more on Cisco Blogs

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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

SQM Group

AUGUST 24, 2023

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).

Call Center 87

Call Center Customer Service 87

Help Scout

AUGUST 22, 2023

GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.

Customer Support 105

Customer Support 105

AWS Machine Learning

AUGUST 24, 2023

Today, we’re pleased to announce the preview of Amazon SageMaker Profiler , a capability of Amazon SageMaker that provides a detailed view into the AWS compute resources provisioned during training deep learning models on SageMaker. With SageMaker Profiler, you can track all activities on CPUs and GPUs, such as CPU and GPU utilizations, kernel runs on GPUs, kernel launches on CPUs, sync operations, memory operations across GPUs, latencies between kernel launches and corresponding runs, and data

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Scripts Metrics Finance Enterprise 77