Call Experts
JULY 13, 2023
A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.
Fonolo
JULY 13, 2023
Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.
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SQM Group
JULY 11, 2023
Engaging work-from-home call center agents is crucial for their productivity, motivation, and overall job satisfaction.
Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
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.
ShepHyken
JULY 11, 2023
Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
JULY 10, 2023
Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed.
Toister Performance Solutions
JULY 13, 2023
Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.
Global Response
JULY 10, 2023
When you think of your brand, what comes to mind? For most, you’ll think of your logo, your brand colors, or perhaps a slogan or jingle of your brand. Many elements of brand are visual in nature—but some of the most important elements are the ones you can’t see. Things like: your mission and vision your brand voice and tone the personality of your brand your key messaging your branded experience All of these elements of branding are invisible, and yet they affect the customers’ experience of you
Cisco - Contact Center
JULY 13, 2023
Cloud transformation has become an imperative for organizations in today’s rapidly evolving digital landscape.
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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.
CCNG
JULY 12, 2023
My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Here is a disturbing new trend, machines in airport bathroom you get to touch AFTER using the bathroom.
Beyond Philosophy
JULY 8, 2023
Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn.
ShepHyken
JULY 14, 2023
This week, we feature an article by Christopher Jan Benitez, a writer specializing in digital marketing and customer experience. He writes about building and maintaining strong customer relationships through effective email communication. Email communication is essential to building and maintaining strong customer relationships. However, many businesses still need help connecting with customers through this channel.
The Northridge Group
JULY 10, 2023
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.
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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.
C3Centricity
JULY 10, 2023
As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.
BlueOcean
JULY 13, 2023
Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.
ShepHyken
JULY 10, 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. 70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. consumers who are familiar with tip screens on tablets or mobile devices found that
Eptica
JULY 14, 2023
Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.
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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.
Momentum Telecom
JULY 13, 2023
Acquisition Enhances Momentum’s Geographic Reach and Expands Managed Network Business while Delivering New Opportunity in the Financial Technology Sector ATLANTA – July 13, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has entered into a definitive agreement to acquire Asset Black , a Savannah, Ga.
TeamSupport
JULY 13, 2023
Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.
ShepHyken
JULY 10, 2023
Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.
VirtualPBX
JULY 13, 2023
In today’s fast-paced world, effective call routing is essential for providing excellent customer service. With advancements in artificial intelligence (AI), the process of creating streamlined call routing flows has been transformed. By harnessing the capabilities of AI technologies, businesses can create intelligent call routing flows that enhance efficiency, improve customer experience, and optimize internal communication.
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!
MiaRec
JULY 14, 2023
Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?
kommunicate
JULY 14, 2023
Last Updated on July 14, 2023 A customer interacts with you in multiple ways in the age of the Internet. Brand strategy, therefore, is not just a logo, design or a name. It should rather take into consideration every aspect of your business. Brand alignment is the “practice of ensuring that all aspects of a [.] The post How to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment appeared first on Kommunicate Blog.
AWS Machine Learning
JULY 13, 2023
Recent years have shown amazing growth in deep learning neural networks (DNNs). This growth can be seen in more accurate models and even opening new possibilities with generative AI: large language models (LLMs) that synthesize natural language, text-to-image generators, and more. These increased capabilities of DNNs come with the cost of having massive models that require significant computational resources in order to be trained.
CSM Magazine
JULY 14, 2023
The ubiquitous nature of social media and its engagement potential has led companies to increasingly leverage these platforms for customer service purposes. However, it raises the question – how much customer service should your social media accounts handle? To address this, we delve into statistical insights and industry best practices. The Statistics: Social Media for Customer Service Recent data suggest an increasing trend of customers turning to social media for service-related inquiri
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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.
Totango
JULY 11, 2023
G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr
LiveVox
JULY 12, 2023
As a seasoned sales leader, David D’Antonio intuitively understands the importance of cultivating strong and meaningful customer relationships at LiveVox. Today, we share insights from a chat with D’Antonio in this Executive Perspective. In the interview, David sheds light on why one-dimensional, product-focused approaches fall flat with customers and suggests a more effective alternative, one […] The post LiveVox Executive Perspective: Overcoming Obstacles, Inspiring Teams, and Powering U
Cisco - Contact Center
JULY 13, 2023
As we celebrate the 30-year anniversary of the Cisco Certified Internetwork Expert (CCIE) certification and 20 years of the CCIE Collaboration certification, we reflect not only on our past… Read more on Cisco Blogs
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