Balto
DECEMBER 4, 2023
This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Watch the full recording here. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth.
Hodusoft
DECEMBER 6, 2023
Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success. Dynamic scripting, an ultramodern approach to call center scripting, stands out as vital, enabling the creation of customized interactions.
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Tethr
DECEMBER 6, 2023
Learn how conversation intelligence software delivers agent performance insights to improve call center coaching.
LiveVox
DECEMBER 4, 2023
As contact center leaders, you know that every decision you make comes with a cost – often beyond the initial monetary investment. One of the most important things to consider when implementing contact center software is the concept of technical debt. Technical debt is an ongoing issue that can plague your organization’s IT infrastructure, impact productivity, […] The post Avoiding Technical Debt in the Contact Center: Don’t Borrow From Tomorrow To Meet Today’s Deadlines appeared fir
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.
DMG Consulting
DECEMBER 4, 2023
The future of contact centers There are questions about what will happen to the contact center in 5-10 years. The post The future of contact centers appeared first on DMG Consulting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 6, 2023
In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.
LiveVox
DECEMBER 6, 2023
In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits. According to the latest State of the CIO study by Foundry, CEOs have […] The post CIOs: Align IT and Contact Center Strategy to Deliver Business Value appeared first on LiveVox.
Beyond Philosophy
DECEMBER 2, 2023
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.
Injixo
DECEMBER 4, 2023
What is 'contact center workforce management' (WFM)? You've probably heard the term many times. But what does it actually mean? How does it fit into the contact center landscape? What are its component parts? And why does it matter? In this post, we're going back to basics to reveal the core elements that make WFM tick and the pivotal role it plays in driving contact center success.
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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.
ShepHyken
DECEMBER 4, 2023
Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.
Bill Quiseng
DECEMBER 6, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.
Beyond Philosophy
DECEMBER 8, 2023
During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia.
AWS Machine Learning
DECEMBER 7, 2023
This is a guest post co-authored by Nafi Ahmet Turgut, Mehmet İkbal Özmen, Hasan Burak Yel, Fatma Nur Dumlupınar Keşir, Mutlu Polatcan and Emre Uzel from Getir. Getir is the pioneer of ultrafast grocery delivery. The technology company has revolutionized last-mile delivery with its grocery in-minutes delivery proposition. Getir was founded in 2015 and operates in Turkey, the UK, the Netherlands, Germany, and the United States.
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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.
ShepHyken
DECEMBER 7, 2023
This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines.
ConvergeOne
DECEMBER 5, 2023
Aims Community College is one of the most progressive community colleges in Colorado, with more than 200 degree and certificate programs, including everything from healthcare to aviation and agriculture. The college specializes in flexible education offerings, including day and evening classes, online course options, and top-rated faculty, serving over 8,000 students across four campuses in northern Colorado.
Beyond Philosophy
DECEMBER 7, 2023
I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Just click here to learn more and submit. To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint.
AWS Machine Learning
DECEMBER 5, 2023
This post is written in collaboration with Balaji Chandrasekaran, Jennifer Cwagenberg and Andrew Sansom and Eiman Ebrahimi from Protopia AI. New and powerful large language models (LLMs) are changing businesses rapidly, improving efficiency and effectiveness for a variety of enterprise use cases. Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ShepHyken
DECEMBER 3, 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. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team.
SQM Group
DECEMBER 5, 2023
Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.
Toister Performance Solutions
DECEMBER 7, 2023
You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits.
AWS Machine Learning
DECEMBER 6, 2023
Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback. When prompted correctly, these models can carry coherent conversations without any task-specific training data.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
TeamSupport
DECEMBER 8, 2023
In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.
CSM Magazine
DECEMBER 4, 2023
As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP). In the contemporary corporate landscape, a notable 90 percent of ESG-focused respondents prioritize the environmental aspect, while 52 and 60 percent
NobelBiz
DECEMBER 5, 2023
Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service.
AWS Machine Learning
DECEMBER 6, 2023
This post is co-written with Stanislav Yeshchenko from Q4 Inc. Enterprises turn to Retrieval Augmented Generation (RAG) as a mainstream approach to building Q&A chatbots. We continue to see emerging challenges stemming from the nature of the assortment of datasets available. These datasets are often a mix of numerical and text data, at times structured, unstructured, or semi-structured.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Customer Service Life
DECEMBER 4, 2023
Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Whether it’s on Facebook, X (formerly Twitter), YouTube, Instagram, or some other public forum, a good public rant is almost sure to get the attention of everyone in the company.
AnswerConnect
DECEMBER 5, 2023
As your business grows, you face a difficult choice: use an AI chatbot or real people to power your customer service. We explore what both options mean. The post People vs bots: Virtual receptionists or automated chatbots appeared first on AnswerConnect Blog.
kommunicate
DECEMBER 4, 2023
Last Updated on December 4, 2023 Did you know the biggest cause of accidents? It’s not vehicle design, make, or model. The human element of motor safety is usually the biggest cause of accidents which can be highly mitigated using AI. We have had automatic parking for almost a decade now and stricter automobile safety [.] The post Saving Lives With AI-Powered Road Safety Measures appeared first on Kommunicate Blog.
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