ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

Customer Service 277

Customer Service Education Customer Experience Personalization 277

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

Consulting 208

Consulting Consulting Finance Customer Experience 208

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

Contact Center 195

Contact Center Feedback Marketing Technology 195

Customer Contact Central Submitted Articles

SEPTEMBER 12, 2022

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.

Call Center 246

Call Center Metrics 246

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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

Callminer

SEPTEMBER 13, 2022

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

Feedback 182

Feedback 182

Contact Center Pipeline

SEPTEMBER 15, 2022

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and hear the statement “the future of work is Human.” This is a topic of many webinars, articles, and think tanks and yet […].

147

147

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. 15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing t

Big data 109

Big data Consulting Consulting Contact Center 109

ShepHyken

SEPTEMBER 13, 2022

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

Consulting 165

Consulting Consulting Technology Customer Experience 165

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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

Contact Center Pipeline

SEPTEMBER 13, 2022

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor. A new study commissioned by Calabrio found that there is a significant disconnect between the most-asked-for […].

Contact Center 147

Contact Center Agent Empowerment 147

HelpCrunch

SEPTEMBER 12, 2022

Meet a typical customer of an online shop ?????They made an order and reached out to customer support to fill in the dots. “Oh, the shop has an Instagram account, I’ll contact them there” – [ … ]. The post 7 Multichannel Customer Support Software to Avoid Incoherent Communication appeared first on HelpCrunch blog.

Multichannel 127

Multichannel Customer Support Accountability 127

Eptica

SEPTEMBER 12, 2022

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

Chatbots 125

Chatbots Best practices Marketing Management 125

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor?

Metrics 96

Metrics Upselling SaaS Accountability 96

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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

CSM Magazine

SEPTEMBER 16, 2022

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Marketing Technology Accountability 98

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

Customer retention 98

Customer retention Customer centricity Metrics Sales 98

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. to track call and data flows to your agents irrespective of location, and receive full Call Detail Records (CD

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

Nicereply

SEPTEMBER 15, 2022

There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. That’s why you should prepare your customer service representatives to avoid using expressions or customer support phrases that might seem offensive to clients.

Best practices 98

Best practices Customer retention Customer Support Customer Service 98

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

Quality Contact Solutions

SEPTEMBER 14, 2022

After countless hours of planning, preparation, and implementation, you finally have the new telemarketing program kicked off. It seems to be running smoothly and more importantly, client goals and expectations are being met. You have a great operations team in place to keep a close eye on KPIs and make adjustments as needed to continue to reach and exceed client goals.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world. For example, survey response rates are at an all-time low ( 18% for a phone survey ), and you are drawing from a very limited pool of survey participants.

Contact Center 98

Contact Center Big data Surveys Technology 98

Russel Lolacher

SEPTEMBER 13, 2022

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

Feedback 98

Feedback Management Employee engagement Personalization 98

Hodusoft

SEPTEMBER 16, 2022

What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!

Telecommunications 98

Telecommunications Interactive Voice Response Engineering Enterprise 98

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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.

VirtualPBX

SEPTEMBER 14, 2022

If you are looking to switch to an internet-based phone system, understanding the key differences between Voip vs SIP Trunking will allow you to pick the best communication solution for your business. The best place to start is to determine whether your business will utilize a voice-only service or if you need a more robust communications solution. While SIP Trunking and VoIP have some similarities, they are not the same.

voip 98

voip Wireless Call flow Technology 98

Fonolo

SEPTEMBER 16, 2022

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

SaaS 89

SaaS Upselling Best practices Customer retention 89

Hodusoft

SEPTEMBER 14, 2022

How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications.

Multichannel 96

Multichannel Telecommunications voip Interactive Voice Response 96

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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

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

Benchmark 78

Benchmark Telecommunications Feedback Metrics 78

AWS Machine Learning

SEPTEMBER 13, 2022

Amazon SageMaker Studio is the first fully integrated development environment (IDE) for machine learning (ML). It provides a single, web-based visual interface where you can perform all ML development steps, including preparing data and building, training, and deploying models. AWS Glue is a serverless data integration service that makes it easy to discover, prepare, and combine data for analytics, ML, and application development.

Engineering 95

Engineering Enterprise Management Analytics 95