Customer Service Life

FEBRUARY 28, 2023

Image by Gerd Altmann from Pixabay This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent.

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Contact Center Metrics Schedule adherence Average Handle Time 84

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

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Contact Center Agent burnout Surveys Advertising 100

NobelBiz

FEBRUARY 27, 2023

Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level. In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-eff

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Contact Center Self service Metrics Wait times 52

Beyond Philosophy

FEBRUARY 25, 2023

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.

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Surveys Customer Experience 221

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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization?

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CCNG

MARCH 1, 2023

When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “ Layla ” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents.

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CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable. There are many difficult challenges to consider, like trying to define exactly what constitutes success for a cloud contact centre journey, how to set about actual

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Cloud contact Technology Customer Experience Marketing 52

Voiptime

MARCH 2, 2023

We all live in the era of automation of all processes, such as automatic tasks closing or robotic process automation. The only one of the automation trends that deserves attention is the question - which process or task will be automated in the nearest future? Nonetheless, out today’s topic isn’t that wide. We are going to discuss contact center automation - the totality of technologies, approaches, and automation ideas that drive the industry forward.

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Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

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Feedback Surveys Metrics Customer Experience 78

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

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Chief Customer Officer Surveys Customer Service Customer Experience 320

Callminer

MARCH 3, 2023

Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measures – agitation and message total by speaker.

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Contact Center Pipeline

FEBRUARY 28, 2023

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in the industry: companies that are making it increasingly difficult to connect with agents. Michele discusses the win that is WFH.

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Contact Center Morale Technology Customer Experience 36

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.

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Self service Contact Center Chatbots Consulting 142

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others. Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.

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Customer Experience Marketing Sales Customer Service 156

Outsource Consultants

FEBRUARY 28, 2023

SAINT LOUIS PARK, MN, February 28, 2023 – Outsource Consultants is excited to announce that we are a 2023 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is ranked on its third annual Inc. 5000 Regionals: Midwest list, the most prestigious ranking of the fastest-growing Midwest private companies, based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.

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Contact Center Pipeline

MARCH 2, 2023

It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party! But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team.

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Contact Center Call Center 130

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers.

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Contact Center Self service Chatbots Consulting 141

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

ShepHyken

FEBRUARY 26, 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. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

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Customer Service Call Center Customer retention Banking 120

HelpCrunch

MARCH 1, 2023

At a certain point in time, businesses start to think about ways to organize, manage, and retain the knowledge that has accumulated over years. Not only does it help to keep better control over the [ … ] The post Knowledge Base vs Wiki: How to Choose What’s Right for You? appeared first on HelpCrunch blog.

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Management 118

Contact Center Pipeline

MARCH 1, 2023

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into customers’ hands promptly.

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Chatbots Analytics Technology Customer Experience 130

SQM Group

MARCH 3, 2023

If the call center's primary focus is reducing costs and not providing great customer service, creating a service culture will be an uphill battle.

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Call Center Customer Service 115

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

ConvergeOne

FEBRUARY 28, 2023

While the barrier to entry may be lowered for business use, many businesses continue to struggle in their adoption of AI capabilities for various reasons. One of the most common reasons is a lack of understanding and comfort with artificial intelligence. In addition, organizations struggle to fully understand the capabilities, limitations, and how to calculate their return on investment (ROI) of AI initiatives.

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kommunicate

MARCH 3, 2023

Last Updated on March 3, 2023 Lead generation is an essential part of any successful business strategy, and with the advent of new technology and software, generating leads has become easier than ever before. In 2023, businesses will have access to a wide range of powerful lead generating tools that can help them identify and [.] The post Top 5 Lead Generating Tools for Businesses in 2023 appeared first on Kommunicate Blog.

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Technology Customer Support 104

AWS Machine Learning

MARCH 1, 2023

The fashion industry is a highly lucrative business , with an estimated value of $2.1 trillion by 2025, as reported by the World Bank. This field encompasses a diverse range of segments, such as the creation, manufacture, distribution, and sales of clothing, shoes, and accessories. The industry is in a constant state of change, with new styles and trends appearing frequently.

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Scripts Engineering Entertainment Personalization 102

Comm100

MARCH 1, 2023

New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human. Because they’re powered by huge amounts of data and can write using standard conventions, the implications for every industry are huge. Early stories on how this technology impacts higher education mostly focused on student cheating, but the dialogue has started to shift.

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Education Chatbots Technology Personalization 19

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Momentum Telecom

FEBRUARY 28, 2023

It’s been three years since the start of the COVID-19 pandemic. While the past few years may feel like a fever dream, IT leaders haven’t forgotten how challenging it was to set up systems to support employees working from home. Hastily-made decisions resulted in ill-fitting solutions, but many businesses managed to make it work. Now that the dust has settled, it’s clear that remote and hybrid working models aren’t going anywhere – but are the cloud communication tools you rushed to implement at

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CRM Contact Center Technology Surveys 98

AnswerConnect

FEBRUARY 28, 2023

This February, AnswerConnect donated to Zion National Park – Utah's First National Park – to support their work preserving the diverse ecology and iconic red canyons. The post Supporting America’s best-loved parks with Zion National Park appeared first on AnswerConnect Blog.

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AWS Machine Learning

MARCH 1, 2023

This post is co-written with Suhyoung Kim, General Manager at KakaoGames Data Analytics Lab. Kakao Games is a top video game publisher and developer headquartered in South Korea. It specializes in developing and publishing games on PC, mobile, and virtual reality (VR) serving globally. In order to maximize its players’ experience and improve the efficiency of operations and marketing, they are continuously adding new in-game items and providing promotions to their players.

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Engineering Construction Analytics Accountability 101