CCNG

JULY 3, 2024

Good customer experience forms the foundation of a lasting customer-brand relationship. When a brand consistently creates rich customer experiences, it fosters brand loyalty and encourages customers to keep engaging with the business. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network. This raises the more pertinent question – what creates a good customer experience?

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

Self service 246

Self service Technology Contact Center Customer Service 246

Tethr

JULY 2, 2024

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

Contact Center 95

Contact Center Customer Experience Customer Service 95

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

Contact Center 48

Contact Center Self service Multi-channel support Call Center 48

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.

Sales

Callminer

JULY 1, 2024

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

Call Center 182

Call Center Contact Center Customer Service 182

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of agents and customer service representatives and handle less volume of calls.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

VirtualPBX

JULY 2, 2024

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

Call Logging 105

Call Logging Morale Best practices Personalization 105

Zappix

JULY 2, 2024

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities. We examine how modern outsourcing partnerships are extending beyond traditional boundaries, fostering innovation hubs, and providing access to cutting-

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

Telemarketing 52

Telemarketing Call Center Scripts Contact center software 52

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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.

Contact Center

Beyond Philosophy

JULY 5, 2024

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

Sales 221

Sales Management Personalization Customer Experience 221

ShepHyken

JUNE 30, 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. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 216

Customer Service Customer retention Morale Customer Experience 216

Callminer

JULY 4, 2024

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

Sales 182

Sales 182

AWS Machine Learning

JULY 3, 2024

Foreigners and expats living outside of their home country deal with a large number of emails in various languages daily. They often find themselves struggling with language barriers when it comes to setting up reminders for events like business gatherings and customer meetings. To solve this problem, this post shows you how to apply AWS services such as Amazon Bedrock , AWS Step Functions , and Amazon Simple Email Service (Amazon SES) to build a fully-automated multilingual calendar artificial

Personalization 122

Personalization APIs Management Accountability 122

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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

Customer Service

Beyond Philosophy

JULY 4, 2024

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: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

Customer Experience 195

Customer Experience Marketing Consulting Consulting 195

MiaRec

JULY 3, 2024

CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.

Contact Center 109

Contact Center Technology Customer Experience Quality management 109

AnswerConnect

JULY 2, 2024

It’s not easy knowing when you’ve crossed the line from “Want” to “Need”. Read this guide for 7 signs it’s time to hire a virtual phone answering assistant The post 7 reasons it’s time for a virtual phone answering assistant appeared first on AnswerConnect Blog.

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AWS Machine Learning

JULY 2, 2024

With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.

APIs 116

APIs Scripts Enterprise Engineering 116

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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.

Customer Experience

Comm100

JULY 3, 2024

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

Chatbots 98

Chatbots CRM Analytics Personalization 98

MiaRec

JULY 1, 2024

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.

Business Process Outsourcing 105

Business Process Outsourcing outsourcing Contact Center Marketing 105

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Customer Service 86

Customer Service Customer Experience 86

AWS Machine Learning

JULY 3, 2024

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.

APIs 113

APIs Banking Metrics Management 113

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.

Sales

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

Accountability 84

Accountability B2B Chatbots CRM 84

Select VoiceCom Blog

JULY 3, 2024

The country is expected to face at least two to three typhoons this July and more in the coming months due to the potential La Niña event, as reported by the Philippine Atmospheric, Geophysical and Astronomical Services Administration ( PAGASA ). To prepare for tropical storms, Select VoiceCom partnered with Lapu-Lapu City Environment and Natural Resources Office to strengthen the coast of Barangay Sta.

Personalization 84

Personalization 84

SQM Group

JULY 4, 2024

Knowing what to steer clear of is just as important as mastering the right things to say.

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82

AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines

Healthcare 111

Healthcare APIs Government Accountability 111

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.

Technology

Outsource Consultants

JULY 5, 2024

St. Louis Park, MN – July 09, 2024 – Outsource Consultants, a leader in contact center outsourcing, is excited to announce our initiative as a premier CX advisory firm. This natural strategic shift highlights our evolution and ongoing commitment to optimizing customer experience strategies and addressing the contact center outsourcing and technology challenges leading organizations face.

Consulting 67

Consulting Consulting outsourcing industry standards 67

Concentrix

JULY 2, 2024

Concentrix’s CoMo Text Tool, Process Intelligence Suite, and AI solutions CX Bridge, Decision Tree Library, and ELLIE, have all been recognized as winners at the 2024 Golden Bridge Business and Innovation Awards.

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BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

outsourcing 62

outsourcing Contact Center Customer Care contact center solutions 62