ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

Customer Service 234

Customer Service Customer Experience Personalization Management 234

CCNG

DECEMBER 11, 2024

With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

Callminer

DECEMBER 1, 2024

Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.

Contact Center 226

Contact Center Healthcare 226

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 124

Customer Experience Virtual Agent CRM Enterprise 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

AWS Machine Learning

DECEMBER 3, 2024

Digital experience interruptions can harm customer satisfaction and business performance across industries. Application failures, slow load times, and service unavailability can lead to user frustration, decreased engagement, and revenue loss. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.

Customer Experience 111

Customer Experience Engineering Enterprise Benchmark 111

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

Surveys 227

Surveys Feedback Customer Service Customer Experience 227

CCNG

DECEMBER 18, 2024

Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Having the support of those leaders makes it much easier to deliver great service. But what do you do if you work for a company where delivering exceptional customer service is not part of the culture?

CCNG 195

CCNG Consulting Consulting Customer Service 195

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center Customer Service 182

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

Self service 109

Self service Enterprise Finance Healthcare 109

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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

AWS Machine Learning

DECEMBER 4, 2024

When using generative AI, achieving high performance with low latency models that are cost-efficient is often a challenge, because these goals can clash with each other. With the newly launched Amazon Bedrock Model Distillation feature, you can use smaller, faster, and cost-efficient models that deliver use-case specific accuracy that is comparable to the largest and most capable models in Amazon Bedrock for those specific use cases.

APIs 125

APIs Metrics Healthcare Chatbots 125

Toister Performance Solutions

DECEMBER 12, 2024

Imagine a customer service training program for your team. Most managers I talk to picture a big, annual program. It might be a formal class where everyone gathers for a half-day or a series of self-paced courses that take hours. The all-at-once approach creates a lot of problems. Low retention. Reps never remember all that's covered. Too long. Full or half-day workshops disrupt your operation.

Customer Service 104

Customer Service Coaching Contact Center Management 104

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?

Customer Experience 212

Customer Experience Education Best practices Accountability 212

Genroe

DECEMBER 17, 2024

Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.

Management 88

Management Customer Experience Feedback 88

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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

Callminer

DECEMBER 17, 2024

Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer journey mapping and analytics is important.

Analytics 182

Analytics Journey mapping 182

TechSee

DECEMBER 17, 2024

Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.

Enterprise 109

Enterprise Technology Analytics Management 109

AWS Machine Learning

DECEMBER 4, 2024

Organizations of every size and across every industry are looking to use generative AI to fundamentally transform the business landscape with reimagined customer experiences, increased employee productivity, new levels of creativity, and optimized business processes. A recent study by Telecom Advisory Services , a globally recognized research and consulting firm that specializes in economic impact studies, shows that cloud-enabled AI will add more than $1 trillion to global GDP from 2024 to 2030

Engineering 138

Engineering Enterprise SaaS Management 138

Upstream Works

DECEMBER 5, 2024

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.

Contact Center 89

Contact Center 89

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

ShepHyken

DECEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?

Feedback 193

Feedback Airlines Best practices Surveys 193

The Petrova Experience

DECEMBER 17, 2024

Every year since we founded The Petrova Experience, we write about travel around the holiday season. It has become something of a tradition for us. This year, I will not start by updating you on 2024 holiday season travel numbers. Or how current volume stacks against pre-COVID numbers. Instead, I want to tell you about recent future-forward investments in airports.

Transportation 71

Transportation Best practices Construction Wait times 71

Callminer

DECEMBER 15, 2024

Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effective strategies.

Contact Center 182

Contact Center Management 182

TeleDirect

DECEMBER 20, 2024

Top Questions to Ask Before Choosing a Call Center Service Selecting the right call center service is a critical decision for businesses aiming to enhance customer experience and streamline operations. To make an informed choice, its essential to ask the right questions. Here are the top questions to consider, along with insights that highlight Teledirect’s strengths and capabilities. 1.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

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

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive

Sales 105

Sales Accountability CRM APIs 105

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. In fact, 80% of customers report valuing the experience provided by an organization just as much as its products. 1 To stay competitive and ensure long-term business success, enterprises must quickly adapt and continue to invest in customer experience (CX) initiatives.

Contact Center 59

Contact Center Self service Coaching Benchmark 59

ShepHyken

DECEMBER 17, 2024

Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?

Customer Service 177

Customer Service Customer Experience Personalization 177

Global Response

DECEMBER 9, 2024

Read Time: 10 minutes Table of Contents Intro Navigating the holiday season or busy peaks of the year can be stressful for businesses and customers. These busy surges can increase product demand, cause shipping delays, heighten customer frustration, and create employee burnout. If this is the case for your business, dont panic. In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

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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.

Callminer

DECEMBER 12, 2024

Read this blog to learn about the importance of CSAT scores and five proven strategies for improving customer satisfaction in the contact center.

Contact Center 182

Contact Center 182

TeleDirect

DECEMBER 19, 2024

The Secret to Faster Response Times in Call Centers In todays fast-paced business environment, response time is everything. Customers expect instant solutions, and a slow response can mean the difference between a satisfied client and a lost opportunity. At TeleDirect, weve mastered the art of reducing response times while maintaining exceptional service quality.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

AWS Machine Learning

DECEMBER 4, 2024

Today, we’re excited to announce a new capability that allows you to deploy over 100 open-weight and proprietary models from Amazon SageMaker JumpStart and register them with Amazon Bedrock , allowing you to seamlessly access them through the powerful Amazon Bedrock APIs. You can now use Amazon Bedrock features such as Amazon Bedrock Knowledge Bases and Amazon Bedrock Guardrails with models deployed through SageMaker JumpStart.

APIs 105

APIs Engineering Management Customer centricity 105