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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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.
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.
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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.
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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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.
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.
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.
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.
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!
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
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
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
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.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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.
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.
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 24, 2023
This post is co-authored by Dhurjati Brahma, Senior Systems Architect at T-Mobile US, Inc and Jim Chao, Principal Engineer/Architect at T-Mobile US, Inc and Nicholas Zellerhoff Associate Systems Architect at T-Mobile US, Inc. T-Mobile US, Inc. provides a Voicemail to Text service to its customers, which allows customers to quickly read through their voicemails and respond to and manage messages in any order without having to dial into their voicemailbox.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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.
COPC
OCTOBER 24, 2023
In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.
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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