Sat.Apr 01, 2023 - Fri.Apr 07, 2023

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The Future is Now … Agents in “High Demand”

Contact Center Pipeline

The idiom “in demand” is defined as “greatly sought after, designed, or required by many people. Sometimes it is used with the modifier “high” before or in the middle of the phrase. I don’t know about you, but I am very happy to use “in high demand” when it comes to Contact Center agents!

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2023 Customer Service Statistics for Contact Centers

Fonolo

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Here’s a comprehensive list of the most important customer service statistics you need to know in 2023.

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Best Call Center Software: Choosing the Best For Your Business

Helpware

Customer support has come a long way, thanks to the many automation tools currently on the market. S0 there’s no excuse for your business not to provide top-notch assistance to all its customers. The best call center software offers multiple features—from call routing and queuing to interactive voice response (IVR) systems. As a result, you can track key metrics with analytics and reporting features, view customer data for personalized interactions, and more.

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Create a Winning Customer Engagement Strategy

Lumoa

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. You’ll also attract new ones and create more opportunities for repeat purchases. Ultimately, it raises customer satisfaction with your brand. But it’s not something you create on a whim. You must plan, think creatively, and understand your customers to build your strategy.

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Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

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From Q-and-A to Two-Way: Conversational AI is the Future of Voice Assistants

SmartAction

Conversational AI represents the future of voice assistants. Don’t believe us? Just ask The New York Times. In a March 15, 2023 article – “ How Siri, Alexa and Google Assistant Lost the A.I. Race ” – Times reporters Brian Chen, Nico Grant, and Karen Wise very effectively described the modern marketplace for voice assistants and where it’s headed. By examining the latest developments in artificial intelligence (AI), the Times correspondents show how virtual voice assistants such as Siri and Alexa

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The Hidden Role of Telecom

Contact Center Pipeline

Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes). Many enterprises have addressed these issues but also opportunities by moving communications to the cloud to create new, powerful, time-saving, and value-adding experiences for both customer service agents and consumers.

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8 Communication Best Practices

Abby Connect

Customers interact with businesses all the time (we’ve all been there), from conversations with the front desk to sales and customer calls. They’re subconsciously experiencing the same sequence of communicative events, and the only thing they’ll remember is the first of those conversations—the primacy effect.

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Customer Success Management: An Essential Guide

JustCall

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it.

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Tipping Used to Be For Good Service

ShepHyken

The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.

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State of AI in Sales & Marketing 2025

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.

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Mental Fitness for Stress Reduction and Managing Triggers

CCNG

What triggers you? Is it an annoying driver on the expressway that cuts you off? Maybe it’s the tone of voice of a co-worker or family member. If you’re an emotional eater, it could be the smell of baking bread or cookies. Burger and pizza commercials can be very tempting, causing your mouth to water. In psychology, a trigger is defined as a stimulus that causes a painful memory to resurface.

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At Least Acknowledge Me Before You Ghost Me

Steve DiGioia

Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Example: The other day, my family and I entered a restaurant for a late lunch.

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Breaking Bad News in Chat: A Contact Center Guide for Delicate Delivery

Myra Golden Media

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective.

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Boosting Profits with Personalization with Eric Melchor

ShepHyken

Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Contact Center Pipeline Magazine: Inside Our April 2023 Issue

Contact Center Pipeline

Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and happy employees. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility.

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The Power of Emotional Intelligence in Driving Business Growth

C3Centricity

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.

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Mastering the Art of Signposting: A Guide to Controlling Calls with Ease

Myra Golden Media

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

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Guest Post: Customer Pain Points – How to Identify and Address Them

ShepHyken

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. What are customer pain points? A customer’s ongoing issue is known as a pain point in business.

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The Ultimate Blueprint for an AI-First Contact Center

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.

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How to Collect In-App Feedback: Methods and Best Practices

HelpCrunch

Let’s be honest, our job, as marketers, managers, and developers, will never end because we have to constantly think about how to surprise a customer more. How to make their experience more pleasant, outstanding, and [ … ] The post How to Collect In-App Feedback: Methods and Best Practices appeared first on The HelpCrunch blog.

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Research Essay Tips

C3Centricity

A research paper is basically an protracted essay that typically presents or supports your interpretation or debate in need of a certain topic or subject. For instance, if you are writing an essay on psychology then you’ll use what you’ve learned about psychology and also what other professionals have said about it to write an effective research article.

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Why Voice is the Premium Customer Service Channel for Luxury Brands

Avoxi

61% of consumers prefer speaking to customer service reps on the phone for assistance, there’s no denying the impact voice channels have on improving luxury customer experience.

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Implement unified text and image search with a CLIP model using Amazon SageMaker and Amazon OpenSearch Service

AWS Machine Learning

The rise of text and semantic search engines has made ecommerce and retail businesses search easier for its consumers. Search engines powered by unified text and image can provide extra flexibility in search solutions. You can use both text and images as queries. For example, you have a folder of hundreds of family pictures in your laptop. You want to quickly find a picture that was taken when you and your best friend were in front of your old house’s swimming pool.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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A Visual Revolution in Customer Service For the Homebuilding Industry, a Lesson From Leaders

TechSee

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. All well and good, you should be kind while talking to your customers on the phone when they have a problem in their house.

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Two decades of IoT innovation for a future of possibilities

Cisco - Contact Center

Cisco’s commitment to innovation usually keeps us focused on what’s ahead for industrial networking. New digitization opportunities. New sustainability imperatives.

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5 Exciting SMS Opt-in Examples to Encourage Customer Subscriptions

VirtualPBX

In today’s digital age, businesses must prioritize the use of compelling and exciting opt-in call-to-actions in order to drive more subscriptions. By utilizing the enticing SMS opt-in examples (sample consent to receive text messages), businesses can pique the interest of potential subscribers and encourage them to opt-in to receive text messages.

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Predicting new and existing product sales in semiconductors using Amazon Forecast

AWS Machine Learning

This is a joint post by NXP SEMICONDUCTORS N.V. & AWS Machine Learning Solutions Lab (MLSL) Machine learning (ML) is being used across a wide range of industries to extract actionable insights from data to streamline processes and improve revenue generation. In this post, we demonstrate how NXP, an industry leader in the semiconductor sector, collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use ML techniques to optimize the allocation of the NXP research and development (R&

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

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!

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Kommunicate Named a High Performer in the Grid® Report for Bot Platforms

kommunicate

Last Updated on April 5, 2023 Kommunicate announced it had achieved the High Performer award by G2, the world’s largest and most trusted software marketplace. Kommunicate is also ranked 3rd in ‘Ease of Use’ by users in the bot platform category. This recognition is based on the responses of real users for each bot platform-related [.] The post Kommunicate Named a High Performer in the Grid® Report for Bot Platforms appeared first on Kommunicate Blog.

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Best Dialer Types for Financial Service Call Centers

Calltools

Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively. A predictive or preview dialer service can help improve efficiency for specific financial call centers.

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Planning, Building and Maintaining a Resilient Infrastructure

ConvergeOne

A majority of organizations (81%) expect to leverage partnering with vendors and service providers over the next two years to manage application and infrastructure performance and security, according to a 2021 IDC global survey of 254 senior-level IT decision-makers. Strategic vendor relationships are rising in priority, the firm noted. One of the reasons why organizations should look to a strategic partner is that it allows internal staff to focus on strategic activities, leaving experts at the

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