Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and

Personalization 117

Personalization Customer Service Government Customer effort 117

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Instead, customers are much more likely to fill out a contact form, talk through a live chat system or write you an email.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

MiaRec

AUGUST 12, 2022

Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company?

Contact Center 98

Contact Center Sales Marketing Customer Experience 98

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers.

Airlines 365

Airlines Calibration Self service Consulting 365

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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

Callminer

AUGUST 10, 2022

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more.

Healthcare 345

Healthcare 345

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. The last thing you want in your business is to face an increased number of customer support tickets. .

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

Beyond Philosophy

AUGUST 6, 2022

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. I am grumpy about customer experience these days. Recently, I vented a bit of my frustration on LinkedIn and asking has the world gone mad?

Airlines 243

Airlines Consulting Consulting Customer Experience 243

Callminer

AUGUST 8, 2022

Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog explores 25 ways to do that and earn customer loyalty.

Customer Experience 182

Customer Experience 182

Contact Center Pipeline

AUGUST 11, 2022

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX). Ones that occur in long and complex supply chains that include retailers, wholesalers, distributors, manufacturers, resource extraction, […].

B2C 147

B2C B2B Customer Experience 147

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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

ShepHyken

AUGUST 10, 2022

We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. . I listened to the prompts. I was at number four, thinking this one might be it, but I wasn’t 100% sure, so I kept listening.

Self service 174

Self service Customer Support Customer Service Technology 174

Steve DiGioia

AUGUST 8, 2022

That’s a pretty harsh statement, I know. But hear me out… Chris can’t seem to get along with Susan. Kevin always comes in late. Derrick, well, he’s just a poor performer. And, Donna, seems to make everything about race, harassment, or favoritism. Face it, you’ve got a dismal group of employees. They’re bad and many need to go.

Management 147

Management Morale Customer Service 147

TechSee

AUGUST 11, 2022

Over the last few years, service leaders have embraced computer vision AI and conversational AI to scale, automate and improve service operations. Last week, we launched the Visual Intelligence Studio , a self-service, no-code computer vision AI training solution. I sat down with Hagai Ben Avi, VP Integrated Solutions and Renan Schilman, VP R&D to dive deeper into the world of computer vision, our insights from real-world deployments, and how we approached the development of VI Studio.

Enterprise 109

Enterprise Engineering Self service APIs 109

Contact Center Pipeline

AUGUST 10, 2022

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured. A recent Gallup poll showed that 60% of shoppers were unable to get a product because of the supply chain shortage—an issue that usually ended up with customers speaking with contact […].

Contact Center 147

Contact Center Customer Service Technology Management 147

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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

ShepHyken

AUGUST 9, 2022

Customer Support Vs Customer Success. Building Customer Relationships After the Deal is Closed. Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. He shares how companies can empower their teams to provide value, create great experiences, and build customer relationships. Top Takeaways: What is the difference between customer support and customer success?

Customer retention 156

Customer retention Customer Support Marketing Customer Service 156

Ansafone

AUGUST 12, 2022

When managing a property, you can expect to receive calls at all hours of the day or night. Oftentimes, there’s no way to predict when an emergency repair request might occur along with other immediate concerns from tenants. It’s crucial to respond to such inquiries promptly and graciously to keep your business reputation in good standing. Missing a call could lead to lost revenue or even give more room for an issue to grow.

Answering services 118

Answering services Management outsourcing Contact Center 118

Avoxi

AUGUST 9, 2022

Is a Cloud PBX or On-Premise More Secure? The growing number of cyber-attacks targeting businesses across the globe is landing IT leaders in the hot seat, forcing them to rethink and restructure their security strategy. Geo-political climates, macroeconomic trends and poor cybersecurity posture have created the perfect playgrounds for hackers. With organizations victimized in every… The post Is a Cloud PBX or On-Premise More Secure?

118

118

Contact Center Pipeline

AUGUST 9, 2022

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he is an authorized representative on file, I request the caller verify the necessary HIPAA (Health Insurance Portability and Accountability Act) […].

Coaching 147

Coaching Call Center Accountability 147

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

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers.

SaaS 109

SaaS Journey mapping B2B Feedback 109

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how we attract, hire and retain employees? In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. D: Diversity refers to the representation of different people in an organisation.

Education 98

Education Contact Center Management 98

ChurnZero

AUGUST 12, 2022

This is it. The moment you’ve been waiting for. Can we get a drumroll, please? We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022. This two-day event features a unique program of hands-on 90-minute workshops, panel discussions, keynote addresses, and breakout sessions led by an incredible lineup of industry veterans and trailblazers.

Accountability 98

Accountability Management Personalization Customer Experience 98

Quality Contact Solutions

AUGUST 9, 2022

Today I received a phone call from a number I didn’t recognize. Like most of us do, I declined the call. Thirty seconds later, my phone chimed, indicating I had a new voicemail. While listening to the message, I let out an audible “ughhhhhhh” as it was an important call I had been waiting on. The frustration! Why should my frustration matter to you?

Call Center 98

Call Center Telemarketing B2C B2B 98

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Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Momentum Telecom

AUGUST 9, 2022

Digital transformation is one of the top strategies many organizations are pursuing to increase their competitive edge. The pandemic forced a greater focus on digital transformation because the business world needed to move toward hybrid workforces as the workforce of the future. SD-WAN technology, the cloud, and IoT are the three key technologies that are making digital transformation work.

Technology 97

Technology Accountability Customer Support Customer Experience 97

Fonolo

AUGUST 11, 2022

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role. They share the same name, but film industry call-backs are quite different from the ones that improve the customer satisfaction (CSat) scores in the contact center.

Interactive Voice Response 87

Interactive Voice Response Abandon rate Contact Center Technology 87

Joe Rawlinson

AUGUST 12, 2022

According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies. The big question becomes, what are the best tactics to generate leads from Facebook, Instagram, YouTube, and other platforms to support your social media marketing efforts?

Marketing 78

Marketing Advertising Coaching Consulting 78

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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

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. With unlimited capacity and availability, chatbot benefits go well beyond adding a little automation. .

Chatbots 90

Chatbots Customer Service Wait times Sales 90

AWS Machine Learning

AUGUST 10, 2022

Today Amazon SageMaker announced the support of SageMaker training instance fallbacks for Amazon SageMaker Automatic Model Tuning (AMT) that allow users to specify alternative compute resource configurations. SageMaker automatic model tuning finds the best version of a model by running many training jobs on your dataset using the ranges of hyperparameters that you specify for your algorithm.

Analytics 94

Analytics Metrics Engineering 94

delighted

AUGUST 10, 2022

Every business wants loyal and satisfied customers. The reality? Every business loses once-loyal and no-longer-satisfied customers for one reason or another. Customer churn is an inevitable part of running a company – but by measuring it, understanding it, and taking action to improve it, you can turn lost customers into opportunities. And by collecting customer experience data, you can also learn to anticipate when customers are thinking of leaving and work to proactively repair the relationshi

Journey mapping 87

Journey mapping Feedback Surveys Customer retention 87