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

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.

Sales

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 98

Engineering Accountability Big data Sales 98

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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.

Cloud contact

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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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.

Contact Center

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

SQM Group

AUGUST 24, 2023

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

Call Center 98

Call Center Customer Service 98

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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.

Contact Center

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

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

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

Advertiser: ZoomInfo

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Marketing

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

Scripts 98

Scripts Metrics Finance Enterprise 98

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

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

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

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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.

Wait times

AWS Machine Learning

AUGUST 22, 2023

Machine learning (ML) is revolutionizing solutions across industries and driving new forms of insights and intelligence from data. Many ML algorithms train over large datasets, generalizing patterns it finds in the data and inferring results from those patterns as new unseen records are processed. Usually, if the dataset or model is too large to be trained on a single instance, distributed training allows for multiple instances within a cluster to be used and distribute either data or model part

Scripts 96

Scripts Accountability Transportation Benchmark 96

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

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