Global Response

JANUARY 31, 2024

You’ve decided to outsource customer service to a third-party provider. Now you just have to choose which one—and where. Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. We’ll also discuss the hidden costs and challenges of working with an offshore service provider.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 84

Contact Center outsourcing Management Feedback 84

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

SQM Group

JANUARY 30, 2024

Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction.

Call Center 82

Call Center Management 82

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

Beyond Philosophy

FEBRUARY 1, 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: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

Surveys 195

Surveys Self service Marketing Feedback 195

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Marketing 254

Marketing Customer Service Sales Customer Experience 254

Tethr

JANUARY 31, 2024

Learn how to improve quality assurance in the call center using AI-powered conversation intelligence technology.

Call Center 79

Call Center Technology 79

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

Feedback 114

Feedback Best practices Customer retention Analytics 114

TCN

JANUARY 31, 2024

Digital communications have changed drastically over the past few decades, shaping how businesses communicate. With. The post The Pros and Cons of Having A Virtual Call Center appeared first on TCN.

virtual call center 52

virtual call center Call Center 52

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

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?

Customer Experience 250

Customer Experience Customer centricity Consulting Consulting 250

Beyond Philosophy

FEBRUARY 2, 2024

Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on the other side of the pond do.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.

Enterprise 124

Enterprise Contact Center Wait times Technology 124

AWS Machine Learning

FEBRUARY 1, 2024

Resilience plays a pivotal role in the development of any workload, and generative AI workloads are no different. There are unique considerations when engineering generative AI workloads through a resilience lens. Understanding and prioritizing resilience is crucial for generative AI workloads to meet organizational availability and business continuity requirements.

Best practices 133

Best practices Engineering SaaS Accountability 133

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

ShepHyken

JANUARY 28, 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. What Can Disneyland Teach Us about the Customer Journey? by Tricia Cleppe-Fortier (MyCustomer) Why is Disneyland the most magical place on earth?

Customer Service 178

Customer Service Consulting Consulting Customer Experience 178

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Cisco - Contact Center

FEBRUARY 2, 2024

Transforming the war room starts with Customer Digital Experience Monitoring (CDEM) to break down silos with correlated, cross-domain insights and efficiency for rapid resolutions.

APIs 105

APIs 105

AWS Machine Learning

JANUARY 30, 2024

With the advent of generative AI, today’s foundation models (FMs), such as the large language models (LLMs) Claude 2 and Llama 2, can perform a range of generative tasks such as question answering, summarization, and content creation on text data. However, real-world data exists in multiple modalities, such as text, images, video, and audio. Take a PowerPoint slide deck, for example.

Scripts 123

Scripts Enterprise Analytics APIs 123

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

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.

Telecommunications 105

Telecommunications voip Technology Analytics 105

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service. It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls.

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 103

Sales Coaching Scripts B2B 103

AWS Machine Learning

JANUARY 29, 2024

When deploying a large language model (LLM), machine learning (ML) practitioners typically care about two measurements for model serving performance: latency, defined by the time it takes to generate a single token, and throughput, defined by the number of tokens generated per second. Although a single request to the deployed endpoint would exhibit a throughput approximately equal to the inverse of model latency, this is not necessarily the case when multiple concurrent requests are simultaneous

Benchmark 121

Benchmark APIs Enterprise Accountability 121

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.

AnswerConnect

JANUARY 31, 2024

What are the key steps to scaling your small business? Our blog uncovers the tools and strategies needed for lasting growth and a competitive edge. The post Scaling your business: Essential considerations for sustainable growth. appeared first on AnswerConnect Blog.

Answering services 98

Answering services Customer Support Customer Service 98

Cisco - Contact Center

JANUARY 31, 2024

For today’s IT teams, managing distributed users, devices, applications, and workloads is not an easy task—especially when these disparate elements often connect across multiple infrastructures, as we… Read more on Cisco Blogs

Management 98

Management 98

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey

Contact Center 93

Contact Center Best practices Surveys Feedback 93

AWS Machine Learning

FEBRUARY 2, 2024

One of the most useful application patterns for generative AI workloads is Retrieval Augmented Generation (RAG). In the RAG pattern, we find pieces of reference content related to an input prompt by performing similarity searches on embeddings. Embeddings capture the information content in bodies of text, allowing natural language processing (NLP) models to work with language in a numeric form.

Big data 116

Big data Technology Management Engineering 116

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

Cyara

JANUARY 31, 2024

WebRTC applications are no different from other applications in the product development lifecycle. Having said that, understanding WebRTC and its lifecycle can greatly help us with our WebRTC testing needs.

Customer Experience 84

Customer Experience 84

ConvergeOne

JANUARY 30, 2024

Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.

91

91

Fonolo

JANUARY 31, 2024

Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry.

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81