NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 52

CSM Magazine

MAY 29, 2024

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic an

outsourcing 52

outsourcing Technology Analytics Customer Experience 52

Calltools

MAY 29, 2024

Leaving a voicemail is often a waste of time for sales agents—who would rather connect with leads over the phone and move them through their sales funnels. When used with a predictive dialer , Answering Machine Detection (AMD) might solve this issue. It determines whether a human being or an answering machine picks up a call from your team members. By filtering out voicemails, agents can spend more time on calls answered by humans, improving productivity in your contact center.

Telemarketing 52

Telemarketing Call flow Best practices Contact Center 52

ShepHyken

MAY 28, 2024

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

Customer Service 241

Customer Service Marketing Customer Experience 241

Advertisement

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.

Contact Center

CSM Magazine

MAY 27, 2024

Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? So much so, that 80% of consumers believe that color increases brand perception during the customer experience. In this article, we’ll delve into the science of color psychology and examine how it can be leveraged to enhance customer service.

Customer Service 52

Customer Service Customer Experience Marketing Management 52

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

Sales 195

Sales Personalization Customer Experience 195

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly. This article explores the significant role that advanced analytics play in improving the quality of customer service, detailing how it enables personalized interactions, optimizes operational effici

Analytics 52

Analytics Customer Experience Contact Center Big data 52

TechSee

MAY 30, 2024

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

Customer Service 124

Customer Service Technology Customer Experience 124

TeamSupport

MAY 29, 2024

In the fall of 2020, POMS Corp., a leader in the manufacturing industry, decided that enough was enough. For years, the POMS support team had battled a ticketing system that seemed to create more problems than it solved. Support requests were frequently buried and lost, only to resurface too late. Some tickets were even left unanswered, leading to unsatisfied customers and frustrated team members.

Customer Support 40

Customer Support Benchmark Customer centricity Metrics 40

Advertisement

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.

Analytics

Beyond Philosophy

MAY 31, 2024

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Technology 221

Technology Management Marketing Customer Experience 221

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. …And that’s if you even know where to start! Dan Smitley put together his essential guide to WFM features – separating the core features from the nice-to-haves – to help you make a more informed choice when comparing WFM vendo

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

ShepHyken

MAY 26, 2024

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 comments about each article and would like to hear what you think too. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

Customer Service 198

Customer Service B2B Marketing Metrics 198

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

Advertising 134

Advertising APIs Education Analytics 134

Advertisement

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.

Contact Center

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 116

Engineering Technology Personalization Customer Experience 116

Momentum Telecom

MAY 30, 2024

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Education 107

Education Feedback Entertainment Metrics 107

AWS Machine Learning

MAY 31, 2024

The General Data Protection Regulation (GDPR) right to be forgotten, also known as the right to erasure, gives individuals the right to request the deletion of their personally identifiable information (PII) data held by organizations. This means that individuals can ask companies to erase their personal data from their systems and from the systems of any third parties with whom the data was shared.

Best practices 130

Best practices APIs Accountability Personalization 130

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!

Customer Experience

CSM Magazine

MAY 29, 2024

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Cisco - Contact Center

MAY 30, 2024

The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.

Education 110

Education 110

Lumoa

MAY 30, 2024

Lumoa Product News for April 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time.

APIs 78

APIs Feedback 78

AWS Machine Learning

MAY 30, 2024

This is a guest post co-written with CBRE. CBRE is the world’s largest commercial real estate services and investment firm, with 130,000 professionals serving clients in more than 100 countries. Services range from financing and investment to property management. CBRE is unlocking the potential of artificial intelligence (AI) to realize value across the entire commercial real estate lifecycle—from guiding investment decisions to managing buildings.

Real estate 129

Real estate APIs Metrics Construction 129

Advertisement

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.

Ambs Call Center

MAY 28, 2024

Property management CRM software is changing the game for property managers everywhere. By diving into this innovative world, you can revolutionize the way your real estate business operates. Streamlining tasks, boosting efficiency, and simplifying complex processes - what's not to gain?

Real estate 78

Real estate Management CRM 78

Cisco - Contact Center

MAY 29, 2024

Get ready to go beyond and explore new paths to success with partner managed-ready solutions designed to enable greater efficiency, operational scale, innovation, and open new market opportunities!

Management 98

Management Marketing 98

Tethr

MAY 29, 2024

Learn how to measure CSAT effectively with traditional methods and discover innovative new approaches to boost your insights.

83

83

AWS Machine Learning

MAY 30, 2024

This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure

Chatbots 127

Chatbots Engineering APIs Technology 127

Advertisement

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.

Customer Experience

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 62

Engineering Technology Personalization Customer Experience 62

Cisco - Contact Center

MAY 27, 2024

Preparing for the Cisco Enterprise Network Assurance (ENNA) exam can be a challenge. Make it easier by signing up for free network assurance prep today.

Enterprise 98

Enterprise 98

Concentrix

MAY 30, 2024

Webinar | July 25, 2024 11:00 AM EST Driving Digital Transformation with Generative AI Register Now Generative AI technology is revolutionizing how organizations operate, interact with their employees, and customers This evolving technology empowers creativity, automation, and efficiency through streamlining processes, removing mundane tasks from humans, and providing insights quickly for strategic decisions.

Technology 62

Technology 62