Tethr

SEPTEMBER 27, 2023

Learn how to improve your contact center's first call resolution using conversation intelligence software to analyze your repeat calls.

First call resolution 101

First call resolution Contact Center 101

TechSee

SEPTEMBER 28, 2023

Generative AI holds incredible potential. However, using ChatGPT is like using MS-DOS. Users have to learn a whole new set of prompts and skills. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it?

Surveys 124

Surveys Education Chatbots Customer Support 124

SQM Group

SEPTEMBER 27, 2023

Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.

Call Center 109

Call Center 109

VirtualPBX

SEPTEMBER 28, 2023

Effective call center management is paramount to ensure customer satisfaction and operational efficiency. Fortunately, advancements in technology have made it easier than ever for call center managers to stay on top of their operations. One such tool, available on the VirtualPBX Premier Plan, is Live Dashboards , which provides call centers with a centralized hub to monitor queues, agent performance, and real-time call statistics.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

Advertiser: ZoomInfo

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!

Marketing

Upstream Works

SEPTEMBER 28, 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 Unlocking the Potential of Generative AI in Contact Centers appeared first on Upstream Works.

Contact Center 88

Contact Center Management 88

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century. As globalisation gained traction, technology allowed firms to grow. Due to this, the number of call center outsourcing vendors who offer services adapted to different businesses and demands significantly increased.

outsourcing 81

outsourcing Call Center Calibration Contact Center 81

MiaRec

SEPTEMBER 24, 2023

How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?

Contact Center 104

Contact Center Quality management Management 104

Avoxi

SEPTEMBER 28, 2023

Not all number types have the capabilities to make outbound calls. Learn the ones that do and more here.

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ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.

Employee engagement 356

Employee engagement Morale Customer Experience Feedback 356

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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

SEPTEMBER 28, 2023

My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled the show. However, instead of cleverly improving the comedy of the vaudeville-style variety show in the 70s, I will heckle the restaurant experience. Not only that, but we will also use their example for what not to do in yours.

Personalization 44

Personalization Consulting Consulting Marketing 44

CCNG

SEPTEMBER 27, 2023

In constant flux, the current business landscape seems to be rapidly evolving. Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful.

Management 195

Management Average Handle Time Self service CCNG 195

Callminer

SEPTEMBER 25, 2023

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

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ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.

Benchmark 219

Benchmark Customer centricity Marketing Technology 219

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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

SEPTEMBER 23, 2023

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.

Management 195

Management Customer Experience 195

AWS Machine Learning

SEPTEMBER 29, 2023

This guest post is co-written by Lydia Lihui Zhang, Business Development Specialist, and Mansi Shah, Software Engineer/Data Scientist, at Planet Labs. The analysis that inspired this post was originally written by Jennifer Reiber Kyle. Amazon SageMaker geospatial capabilities combined with Planet ’s satellite data can be used for crop segmentation, and there are numerous applications and potential benefits of this analysis to the fields of agriculture and sustainability.

Engineering 136

Engineering Metrics Surveys APIs 136

Cyara

SEPTEMBER 28, 2023

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.

Contact Center 136

Contact Center Customer Experience 136

ShepHyken

SEPTEMBER 24, 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. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT).

Customer Service 186

Customer Service Morale Surveys Consulting 186

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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

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. NEW YORK, September 27, 2023 – TechSee , the leading company for remote visual experiences, today announces that it has launched Sophie AI, the first MultiSensory AI Agent for customer service.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

AWS Machine Learning

SEPTEMBER 28, 2023

This post is co-written with Ilan Geller and Shuyu Yang from Accenture. Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 128

Enterprise Real estate Chatbots Construction 128

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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Concentrix

SEPTEMBER 25, 2023

Discover how we’re reimagining everything CX with our design, build, run model in the Concentrix Fact Sheet.

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

ConvergeOne

SEPTEMBER 26, 2023

Retailers can stay connected with customers by using augmented reality (AR). AR is the use of a device to superimpose a computer-generated image on a user’s view of the real world. This digital information can be used in various forms and contexts, such as labels and instructions.

Personalization 109

Personalization Customer Experience Technology 109

AWS Machine Learning

SEPTEMBER 28, 2023

Companies use time series forecasting to make core planning decisions that help them navigate through uncertain futures. This post is meant to address supply chain stakeholders, who share a common need of determining how many finished goods are needed over a mixed variety of planning time horizons. In addition to planning how many units of goods are needed, businesses often need to know where they will be needed, to create a geographically optimal inventory.

Metrics 125

Metrics Sales Accountability Engineering 125

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service 106

Customer Service Coaching Contact Center Banking 106

Help Scout

SEPTEMBER 29, 2023

Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.

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105

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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

Concentrix

SEPTEMBER 25, 2023

Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) services and technologies, today announced it has closed its combination with Webhelp and the integration of the two companies is underway.

Technology 103

Technology Customer Experience 103

AWS Machine Learning

SEPTEMBER 25, 2023

We’re at an exciting inflection point in the widespread adoption of machine learning (ML), and we believe most customer experiences and applications will be reinvented with generative AI. Generative AI can create new content and ideas, including conversations, stories, images, videos, and music. Like most AI, generative AI is powered by ML models—very large models that are trained on vast amounts of data and commonly referred to as foundation models (FMs).

Engineering 125

Engineering Benchmark Enterprise Management 125

A Better Answer

SEPTEMBER 25, 2023

Outsourcing answering services has become a growing trend among companies seeking to enhance customer support while reducing operational costs. Understanding the financial advantages of outsourcing in the answering service industry is essential for businesses to make informed decisions that can positively impact their bottom line.

Answering services 99

Answering services outsourcing Customer Support 99