ShepHyken

AUGUST 6, 2024

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly

Customer Service 202

Customer Service Customer Experience Management 202

TCN

AUGUST 7, 2024

In today’s competitive landscape, exceptional customer experiences are the cornerstone of success. But with a myriad of contact center software solutions available, identifying the ones that will truly empower your agents and elevate your customer interactions can feel overwhelming. This blog will explore what solutions you should look out for, from blended omnichannel solutions to […] The post What Contact Center Software Solutions Do You Need to Succeed?

Contact center software 52

Contact center software Contact Center Customer Experience 52

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

Call Center 182

Call Center Analytics Metrics 182

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. A series of glowing reviews can enhance brand loyalty and attract new patrons, whereas negative feedback may meaningfully impact business.

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

AnswerConnect

AUGUST 7, 2024

Discover how poor call handling can harm your business reputation and damage sales. Plus, learn actionable tips to improve your customer service today. The post 7 ways poor call handling can ruin your reputation (and how to fix it) appeared first on AnswerConnect Blog.

Sales 52

Sales Customer Service Answering services 52

Working Solutions

AUGUST 7, 2024

In our infographic “Elevating the Connected Car Experience,” we explore why ensuring a seamless and customer-focused experience is paramount in the rapidly evolving automotive industry. Connected cars represent a technological pinnacle, redefining how we interact with vehicles.

Automotive 52

Automotive outsourcing Customer Service Technology 52

Hodusoft

AUGUST 8, 2024

All You Need To Know About Inbound Call Center for E-commerce “Communication is at the heart of e-commerce and community.” The quote by noted American business executive and diplomat Meg Whitman underscores the importance of communication for the e-commerce sector and the community. As per a recent stat , there are 2.71 billion online shoppers around the world as of 2024.

Call Center 52

Call Center call center software Abandon Call Upselling 52

SQM Group

AUGUST 6, 2024

Understanding voice of the customer is vital for businesses because it provides insights that can drive improvements in products, services, and overall customer experience.

Customer Experience 96

Customer Experience 96

NobelBiz

AUGUST 6, 2024

It is a fact that the most essential thing behind all businesses is effective customer communication. One of the best tools that help businesses succeed is an outbound interactive voice response system (IVR). This system differs from the traditional IVR system in that it is applied for outbound calling. Let’s take a more detailed look at what outbound IVR is, how it works, its uses, and the benefits it brings to businesses.

Interactive Voice Response 98

Interactive Voice Response Contact Center Construction Contact center software 98

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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

AUGUST 9, 2024

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.

Customer Experience 221

Customer Experience Banking Management 221

ShepHyken

AUGUST 4, 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. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.

Airlines 196

Airlines Customer Service Advertising Marketing 196

AWS Machine Learning

AUGUST 6, 2024

With last month’s blog, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. I explored how Bedrock enables customers to build a secure, compliant foundation for generative AI applications. Now I’d like to turn to a slightly more technical, but equally important differentiator for Bedrock—the multiple techniques that you can use to customize models and meet your specific business needs.

Engineering 121

Engineering Construction Chatbots Entertainment 121

Momentum Telecom

AUGUST 8, 2024

Download our datasheet to learn more about Momentum Managed Network Dynamic, flexible, purpose-built managed networks. Whatever your networking needs, we’ll design a solution to fulfill them. Every implementation is completed by a team of highly-trained engineers and maintained with high-touch support and hands-on management. And don’t worry if we don’t already have a presence in your region — we can deploy our own circuits and make our services available to you.

Management 105

Management Engineering 105

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

Beyond Philosophy

AUGUST 8, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.

Consulting 195

Consulting Consulting Marketing Sales 195

Cisco - Contact Center

AUGUST 9, 2024

August 9 marks International Day of the World's Indigenous Peoples. Learn how the Cisco Networking Academy community elevates through education with these inspiring success stories.

Education 98

Education 98

AWS Machine Learning

AUGUST 5, 2024

Retrieval Augmented Generation (RAG) is a state-of-the-art approach to building question answering systems that combines the strengths of retrieval and foundation models (FMs). RAG models first retrieve relevant information from a large corpus of text and then use a FM to synthesize an answer based on the retrieved information. An end-to-end RAG solution involves several components, including a knowledge base, a retrieval system, and a generation system.

Scripts 110

Scripts Accountability Education Feedback 110

Momentum Telecom

AUGUST 8, 2024

Download our datasheet to learn more about Momentum Azure ExpressRoute We’ll make your cloud connections fast, reliable, and private. Establish optimal cloud-to-cloud connectivity by working with a certified Azure ExpressRoute provider. Whether you want to enhance your business applications by connecting workplaces and data centers or connect directly to Microsoft’s leading services, Momentum’s got you covered.

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105

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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.

Joe Rawlinson

AUGUST 8, 2024

Most of today’s businesses need an online presence. Yes, there are exceptions, but they are few and far between. But, unfortunately, only a fraction of startups actually get the attention they want. And sometimes, it’s because of weird reasons. Fortunately, that’s where this post can help. We run through the strange problems brands encounter online when trying to get their audiences to notice them, and what can be done about it.

Calibration 78

Calibration Feedback Marketing Technology 78

Cisco - Contact Center

AUGUST 7, 2024

Discover Kyle Winters' journey from cybersecurity practitioner to Cisco technical advocate. Learn about his experiences, upcoming tutorials, and how to engage with the community.

98

98

Ambs Call Center

AUGUST 9, 2024

In today’s world, keeping your communications secure isn’t just a nice-to-have—it’s a must, especially for your business. Whether you’re running a healthcare practice, managing sensitive client data, or just want to keep your business chats private, knowing what secure texting really is and how it affects your work can feel like a daunting task. And with so many options out there, how do you even begin to choose?

Healthcare 79

Healthcare Management Answering services 79

Momentum Telecom

AUGUST 8, 2024

Download our datasheet to learn more about Momentum Operator Connect All the benefits of a business phone, none of the complexity. As a trusted Operator Connect provider with over a decade of experience, Momentum will get your Teams deployment connected to the PSTN in just minutes. With access to over 750 carriers, we offer both Momentum managed and self-service options, both supported by predictable monthly pricing and flexible plans for all your business calling needs.

Self service 105

Self service Management 105

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Outsource Consultants

AUGUST 8, 2024

Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From CEOs to the frontlines, every episode is packed with lessons and insights. In this episode, inspired by the Beatles’ classic “Help!

Technology 67

Technology Customer Experience outsourcing Best practices 67

Cisco - Contact Center

AUGUST 8, 2024

Ai4 2024, the biggest AI industry event in North America, will bring together thousands of technology innovators and executives in Las Vegas, and we sat down with four experts for a behind-the-scenes look at what they’ll cover in their sessions and how Cisco is driving AI forward.

Technology 98

Technology 98

Ambs Call Center

AUGUST 8, 2024

Have you ever wanted to share important news or updates with a big group of people all at once? And have you wanted to do that without footing a huge bill at the end of the month?

78

78

Momentum Telecom

AUGUST 8, 2024

Download our datasheet to learn more about Momentum Pots Replacement Modernize legacy infrastructure with plug-and-play solutions. Eliminate obsolete and expensive copper phone lines without needing to rewire or retouch legacy infrastructure. Easily manage, monitor and support legacy devices, including elevator lines, safety alert systems, security systems, and fax lines.

Management 98

Management 98

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

HelpCrunch

AUGUST 9, 2024

Customers are the backbone of your business—that’s no secret. Without them, it would be difficult to bring in any revenue. You also know how important it is to listen to customers, whether the customer feedback [ … ] The post Exceeding Customer Expectations: 7 Ways to Nail it Through Effective Communication appeared first on The HelpCrunch blog.

Feedback 62

Feedback Customer Service 62

Cisco - Contact Center

AUGUST 8, 2024

The upcoming implementation of the EU NIS2 Directive requires a reassessment of operational and technical security goals. Learn more about how Cisco CX helps bridge that gap and aid you in navigating these new challenges.

Management 98

Management 98

Revation Systems

AUGUST 8, 2024

Artificial intelligence (AI) is transforming customer support and service across multiple industries: banking, healthcare, social assistance, and retail, to name a few. At LinkLive, we go beyond just creating new AI features; we leverage “AI that Matters”. Our goal is to empower clients with AI-enabled features to achieve more successful conversations, delivering tangible value and foster meaningful human interactions that prioritize outcomes that make a real difference for our clients.

Metrics 62

Metrics Government Healthcare Banking 62