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 213

Customer Service Customer Experience Management 213

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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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

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 92

Customer Experience 92

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 Contact center software Construction 98

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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

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 206

Airlines Customer Service Advertising Marketing 206

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 133

Engineering Construction Chatbots Entertainment 133

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

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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 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

VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 105

Best practices Enterprise Surveys Time management 105

AWS Machine Learning

AUGUST 7, 2024

AI chatbots and virtual assistants have become increasingly popular in recent years thanks the breakthroughs of large language models (LLMs). Trained on a large volume of datasets, these models incorporate memory components in their architectural design, allowing them to understand and comprehend textual context. Most common use cases for chatbot assistants focus on a few key areas, including enhancing customer experiences, boosting employee productivity and creativity, or optimizing business pr

APIs 131

APIs Chatbots Metrics Education 131

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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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

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

Toister Performance Solutions

AUGUST 8, 2024

Consistency is a hallmark of service culture. Imagine if every employee, on every team, in every location served customers the same way. Service so consistent, it became part of your brand. This level of service is not organic. Customer-focused companies use carefully cultivated steps of service to guide their employees. These service steps ensure employees take the same approach every time.

Scripts 90

Scripts Coaching Contact Center Feedback 90

AWS Machine Learning

AUGUST 9, 2024

This post is co-written by Kevin Plexico and Shakun Vohra from Deltek. Question and answering (Q&A) using documents is a commonly used application in various use cases like customer support chatbots, legal research assistants, and healthcare advisors. Retrieval Augmented Generation (RAG) has emerged as a leading method for using the power of large language models (LLMs) to interact with documents in natural language.

Government 126

Government Healthcare Construction Engineering 126

Momentum Telecom

AUGUST 8, 2024

Download our datasheet to learn more about Momentum Global Internet Connectivity Maintain your momentum with high-speed global Internet. Momentum is your single-source provider for enterprise-level, scalable fiber-based Internet solutions. Whether through our own offerings or our carrier partners, we’ll deliver connectivity that fits both your business and your budget like a glove.

Enterprise 105

Enterprise 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.

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.

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VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 98

Best practices Enterprise Surveys Time management 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 126

Scripts Accountability Education Feedback 126

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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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

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 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 93

Technology 93

AWS Machine Learning

AUGUST 8, 2024

This post is co-written with Aishwarya Gupta, Apurva Gawad, and Oliver Cody from Twilio. Today’s leading companies trust Twilio’s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic

Engineering 120

Engineering Accountability Feedback Construction 120