Upstream Works
APRIL 26, 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 3 Reasons Contact Centers Should Adopt AI Today appeared first on Upstream Works.
Playvox
APRIL 27, 2023
Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.
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TechSee
APRIL 24, 2023
Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.
Helpware
APRIL 25, 2023
Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
OctopusTech
APRIL 28, 2023
In today’s competitive world of business, providing exceptional customer service is important for a company’s success. In the discussion of outsourcing call center vs. in-house call center, a key aspect is to have an effective contact center. A call center is a centralized place used for receiving and transmitting a large volume of phone inquiries from users.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
APRIL 26, 2023
As we continue to navigate the post-COVID waters, one aspect is clear, hybrid work models are not going away. Employers learned, that in many cases, working from home can be very cost effective for business. Benefits to the employer include: - Co-workers can work longer shifts - Less absenteeism - Not having to maintain brick and mortar overhead costs Hybrid conditions offer perks to co-workers as well: - Flexible schedule - No commuting - Cost savings due to elimination or reduction in childcar
ChurnZero
APRIL 27, 2023
The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.
CSM Magazine
APRIL 27, 2023
Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.
kommunicate
APRIL 26, 2023
Last Updated on April 27, 2023 In today’s digital age, chatbots have become an integral part of customer service. With the rise of social media platforms like Facebook, integrating chatbots with these platforms has become crucial for businesses to provide efficient customer support. One of the most popular chatbot platforms is Amazon Web Services (AWS) [.
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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.
Callminer
APRIL 25, 2023
Product innovation is critical for companies to stay competitive. Read this blog to learn more about product innovation, the various types of strategies, and best practices for success.
ShepHyken
APRIL 25, 2023
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.
Beyond Philosophy
APRIL 27, 2023
One of our podcast listeners has a pickle, which, for those unfamiliar with it, is our term for a business problem. Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. Understandably, they want to know why. So, I figured we would also discuss our thoughts here since some of you had a similar problem.
TechSee
APRIL 28, 2023
Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Callminer
APRIL 27, 2023
NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.
ShepHyken
APRIL 28, 2023
This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Want to stand out from the competition? Raise your customer service standards.
Beyond Philosophy
APRIL 22, 2023
One of our listeners has a pickle. They did research that told them a product was just what their customers wanted, so they developed and launched it. But now, there are no sales. They want to know what went wrong. We suspect we might know. Research is a double-edged sword. It has the power to give us answers we want but not always the answers we need.
Toister Performance Solutions
APRIL 27, 2023
Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
VirtualPBX
APRIL 27, 2023
Text messaging has revolutionized the way businesses communicate with their customers. In today’s fast-paced world, people are always on-the-go and constantly engaged on their smartphones. Text messaging provides a quick and convenient way to reach out to customers, whether it’s to inform them of a new product or service, remind them of an upcoming appointment, or send a promotional offer.
ShepHyken
APRIL 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. Spring Cleaning For Business: How To Embrace It In Customer Experience by Dan Gingiss (Dan Gingiss) Whether you have a Chief Experience Officer and official customer experience team or not, it’s important to periodically look at the entire customer journey from start to fin
TeamSupport
APRIL 24, 2023
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
AWS Machine Learning
APRIL 26, 2023
Do you need help to move your organization’s Machine Learning (ML) journey from pilot to production? You’re not alone. Most executives think ML can apply to any business decision, but on average only half of the ML projects make it to production. This post describes how to implement your first ML use case using Amazon SageMaker in just 8–12 weeks by leveraging a methodology called Experience-based Acceleration (EBA).
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
ConvergeOne
APRIL 25, 2023
So, how do healthcare organizations negotiate these challenges without compromising quality care? By taking customers on a journey.
ShepHyken
APRIL 24, 2023
Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.
Playvox
APRIL 25, 2023
Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.
AWS Machine Learning
APRIL 25, 2023
We recently introduced a new capability in the Amazon SageMaker Python SDK that lets data scientists run their machine learning (ML) code authored in their preferred integrated developer environment (IDE) and notebooks along with the associated runtime dependencies as Amazon SageMaker training jobs with minimal code changes to the experimentation done locally.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Joe Rawlinson
APRIL 27, 2023
Would you believe it if we told you that business trips didn’t need to be a nightmare? Whether or not you think it’s possible, you can turn your work travel into something that’s not only comfortable and manageable but something you might even look forward to. With just a little forward thinking and planning ahead, you can have stress-free and fun work trips every single time.
LiveVox
APRIL 24, 2023
Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Con
JivoChat
APRIL 26, 2023
Brazil is emerging as a technology powerhouse, with a vibrant tech ecosystem that’s attracting international attention. The country’s tech industry is booming, and Brazilian developers are becoming increasingly sought after for their exceptional skills and expertise. In this article, we will explore the benefits of hiring developers from Brazil, the top cities and companies to consider, and important factors to keep in mind when choosing a developer.
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