Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
JustCall
OCTOBER 22, 2023
Contact centers are based on catering to customers’ needs and queries. Their whole operation is user-centric and can make a huge difference in a company’s performance. After all, your business can only succeed if your customers are happy with your products and service. According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations.
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CSM Magazine
OCTOBER 24, 2023
There are a lot of great apps on the market, and they all offer amazing products and services. Researching the apps before using them is essential to ensure you’ll get help if anything happens. Excellent customer service is a big part of any business, yet some brands understand it’s value more than others. We did some research and gathered a few apps that offer great services and provide excellent customer support.
SQM Group
OCTOBER 24, 2023
With call centers being the last line of defense, customer service over the phone is more important now than ever before.
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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.
AnswerConnect
OCTOBER 24, 2023
Struggling with providing exceptional telephone customer service? Check out our ultimate guide packed with actionable tips. The post Telephone customer service: The top tips for 2024 appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
OCTOBER 24, 2023
Voice as a service (VaaS) has gained popularity as businesses seek more scalable, agile, and cost-effective solutions for their communication needs. Around 61% of CEOs say they plan to switch from traditional phone systems to cloud voice , adding to the 35% of companies already using this flexible technology. 1 While VaaS can help companies streamline communications and improve customer interactions, choosing the wrong solution can cause more problems for your business than it solves.
JustCall
OCTOBER 22, 2023
Modern-day patients no longer seek mere treatment. They want a pleasant patient experience, compassionate and personalized care, and the convenience of digital technologies – the whole nine yards. Seeing this trend, healthcare providers are discovering ways to imbibe a patient-centric outlook to deliver to expectations. Among the various facets of healthcare undergoing transformation, workflows relating to availability and accessibility are experiencing the greatest paradigm shift.
CSM Magazine
OCTOBER 24, 2023
Have you been waiting for the day you can scale up your customer service operations without hassle? With the emergence of AI, your wait may be over. AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently.
Blueship Call Center
OCTOBER 25, 2023
Companies have a few alternatives when it comes to back office operations: they may handle everything in-house, outsource the entire operation or just some tasks to outside vendors. The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. This article will provide you with all of the information you need if you’re thinking about outsourcing your back office activities.
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.
ShepHyken
OCTOBER 24, 2023
Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.
Beyond Philosophy
OCTOBER 26, 2023
A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Her experience brings valuable insights on making an impact in customer experience given opportunities to implement platform changes in the Postal Service.
AWS Machine Learning
OCTOBER 24, 2023
In today’s information age, the vast volumes of data housed in countless documents present both a challenge and an opportunity for businesses. Traditional document processing methods often fall short in efficiency and accuracy, leaving room for innovation, cost-efficiency, and optimizations. Document processing has witnessed significant advancements with the advent of Intelligent Document Processing (IDP).
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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.
ShepHyken
OCTOBER 23, 2023
Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.
Beyond Philosophy
OCTOBER 21, 2023
Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.
Integrity Solutions
OCTOBER 23, 2023
One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne
AWS Machine Learning
OCTOBER 26, 2023
This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.
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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.
ShepHyken
OCTOBER 23, 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. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises ca
Totango
OCTOBER 25, 2023
Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It became our mission to get rid of the spreadsheets and bring all the data and telemetry into one tool, so customer success could control outcomes for our customers and positively affect recurring revenue and growth.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
AWS Machine Learning
OCTOBER 26, 2023
Enterprises seek to harness the potential of Machine Learning (ML) to solve complex problems and improve outcomes. Until recently, building and deploying ML models required deep levels of technical and coding skills, including tuning ML models and maintaining operational pipelines. Since its introduction in 2021, Amazon SageMaker Canvas has enabled business analysts to build, deploy, and use a variety of ML models – including tabular, computer vision, and natural language processing – without wr
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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.
ShepHyken
OCTOBER 27, 2023
This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide.
Momentum Telecom
OCTOBER 23, 2023
Microsoft Teams is more than a household name. Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to sta
NobelBiz
OCTOBER 24, 2023
Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights. Let’s delve deep into the nuances of each to clarify their significance.
AWS Machine Learning
OCTOBER 26, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you easily aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Drupal is a content management software. It’s used to make many of the websites and applications we use every day.
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!
Cisco - Contact Center
OCTOBER 25, 2023
Security is an ever-evolving technology that is necessary in every organization. That’s why Cisco Certified Internetwork Expert (CCIE) Security-certified individuals are in high demand.
LiveVox
OCTOBER 24, 2023
In the contact center, data is king, and predictive analytics is its crown jewel. A recent LinkedIn poll conducted on our LiveVox account has revealed an intriguing divide among CX business leaders. It appears that 50% of you believe in the quality of predictions generated by AI, while the other 50% remain skeptical, citing the […] The post Predictive Analytics Examples Helping to Bridge the Gap in Business Leaders’ Belief appeared first on LiveVox.
Helpware
OCTOBER 24, 2023
B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. Interestingly, despite its importance, 46% of business leaders have revealed that their organizations do not have a strategic service plan that spans three years.
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