Global Response

OCTOBER 2, 2023

Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios : On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely get a solution quickly; but if you have a more complicated problem, you shouldn’t expect any sympathy or accommodation from them.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for small teams to manage.

Call Center 62

Call Center Management Airlines outsourcing 62

AnomalySquared

OCTOBER 2, 2023

In today's fast-paced business world, customer engagement has become a crucial factor for the success of any organization. Engaged customers are more loyal, spend more, and promote your brand to others. While there are various strategies to improve customer engagement, one that stands out is call center outsourcing. Here we'll explore how outsourcing your call center operations can be a game-changer in enhancing customer engagement.

outsourcing 104

outsourcing Call Center Customer Service Customer Experience 104

CustomerServ

OCTOBER 4, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality.

Call Center 62

Call Center 62

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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

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Avoxi

OCTOBER 4, 2023

Guide Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach In today’s highly interconnected world, businesses are facing challenges aligning who they need to contact with the best way to reach them. And part of the problem is a seemingly very simple piece of the puzzle – your business phone numbers. When juggling… The post Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach appeared first on AVOXI.

Best practices 62

Best practices Contact Center 62

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.

Customer Service 124

Customer Service Customer Experience 124

SQM Group

OCTOBER 4, 2023

AI can be applied in various ways to automate post-call surveys and integrate with call center Quality Assurance (QA) processes.

Surveys 92

Surveys Call Center 92

JustCall

OCTOBER 4, 2023

Introduction If you’re running a business, you’ve probably felt the sting of customers leaving, right? It’s a challenge we all face, no matter how big or small a venture is. When customers bid goodbye, it can throw a wrench in our growth and earnings. One powerful solution that businesses can fall back on for customer churn prevention is conversation intelligence.

Customer retention 52

Customer retention Feedback Upselling Sales 52

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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.

Analytics

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 379

Airlines Consulting Consulting Education 379

CCNG

OCTOBER 4, 2023

In 1979, a relatively unknown band, The Buggles, released their hit song “Video Killed The Radio Star”. Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). WILL AI KILL THE CX STAR? I THINK NOT. The advent of AI, especially generative AI, has placed the CX world on the very brink of a revolution unlike anything else we have ever seen before… Well, except for process automation… Oh, and the internet… And the PABX

CCNG 195

CCNG Engineering Chatbots Education 195

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company.

Customer Support 213

Customer Support outsourcing Upselling Customer retention 213

AWS Machine Learning

OCTOBER 2, 2023

Today, we are excited to announce Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.

Engineering 137

Engineering Scripts Management 137

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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.

Contact Center

Beyond Philosophy

SEPTEMBER 30, 2023

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.

Customer Experience 195

Customer Experience 195

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 to $5.60.

voip 105

voip Real estate Abandon rate Analytics 105

ShepHyken

OCTOBER 1, 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. Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguis

Customer Service 173

Customer Service Average Handle Time Contact Center Metrics 173

AWS Machine Learning

OCTOBER 6, 2023

Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 130

Personalization Engineering Construction Transportation 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

NobelBiz

OCTOBER 2, 2023

In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. Integrated ticketing systems serve as the backbone for achieving this feat. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

Contact Center 105

Contact Center Contact center software Multi-channel support Chatbots 105

ConvergeOne

OCTOBER 3, 2023

Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.

Customer Experience 104

Customer Experience 104

ShepHyken

OCTOBER 6, 2023

This week, we feature an article by Claron Kinny, Content Specialist at Beaconstac , the one-stop solution for all things QR. He writes about the strategies and tools to build customer loyalty. Building and maintaining customer loyalty is more critical than ever in today’s highly competitive business landscape. In 2023, businesses face unique challenges in understanding and retaining their customer base.

CRM 164

CRM Analytics Feedback Sales 164

AWS Machine Learning

OCTOBER 5, 2023

Large language models (LLMs) have captured the imagination and attention of developers, scientists, technologists, entrepreneurs, and executives across several industries. These models can be used for question answering, summarization, translation, and more in applications such as conversational agents for customer support, content creation for marketing, and coding assistants.

Scripts 123

Scripts Big data Engineering SaaS 123

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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.

Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

Feedback 98

Feedback Customer Experience 98

Cisco - Contact Center

OCTOBER 5, 2023

Have you ever been at a party and enjoyed the sampler platter so much that you kept going back for more? Just me? That’s okay. Today, I’ve prepared a s morgasbord* of the latest Cisco U.

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98

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. Text messaging has emerged as a powerful tool in this regard, offering convenience and accessibility. However, when it comes to choosing a text messaging number, businesses often face a dilemma: should they opt for toll-free numbers or local text numbers?

Real estate 98

Real estate Marketing Sales Customer Support 98

AWS Machine Learning

OCTOBER 6, 2023

As we delve deeper into the digital era, the development of multimodality models has been critical in enhancing machine understanding. These models process and generate content across various data forms, like text and images. A key feature of these models is their image-to-text capabilities, which have shown remarkable proficiency in tasks such as image captioning and visual question answering.

Scripts 122

Scripts Engineering Best practices Enterprise 122

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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.

Customer Experience

LiveVox

OCTOBER 5, 2023

Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth. Embracing innovation as a cornerstone of your CX Visionary banks are propelling customer experiences to new heights […] The post Tech-Forward Banking for 2023: Enhancing Customer Experience And Financi

Banking 94

Banking Technology Customer Experience 94

Cisco - Contact Center

OCTOBER 3, 2023

Cecilia Nilsson This post was written by Cecilia Nilsson, a biologist currently based and working as a researcher at the Department of Biology at Lund University.

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98

ConvergeOne

OCTOBER 3, 2023

Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.

Customer Experience 89

Customer Experience 89