Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

BirdEye

APRIL 28, 2023

In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction.

Insurance 98

Insurance Strategy Marketing Social Media 98

NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

BirdEye

NOVEMBER 16, 2023

Fear not, because this blog is different. Like how positive reviews help realtors strengthen their credibility, here are the 29 strategies and ideas to help you with real estate lead generation: 1. Use virtual reality (VR) to create immersive property experiences 12. Organize how to use AI in real estate use cases 19.

Chatbots 111

Chatbots Social Media Consulting Financial 111

Comm100

JULY 20, 2021

As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future. What is a chatbot? A chatbot is a computer program that interacts with your site’s visitors to help them find what they’re looking for. For customers.

Chatbots 143

Chatbots Customer Service e-support Customers 143

BirdEye

SEPTEMBER 25, 2023

While AI’s wonders have already transformed sectors like healthcare and finance , it’s now making waves in real estate, and it’s not here to replace agents but to empower them. In this blog, we’ll explore how AI in real estate is making life easier for agents and buyers. Need a quick answer?

Marketing 111

Marketing Social Media Advertising e-support 111

BirdEye

DECEMBER 26, 2023

Does this sound like your business? Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. Table of contents What is VoIP? What is a VoIP number? How does VoIP work? 8 best VoIP service providers for your business How much does VoIP cost?

Call Recording 111

Call Recording Video System Communication 111

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

AWS Machine Learning

AUGUST 30, 2023

The LLM landscape is constantly evolving—new models are released frequently and our customers want to experiment with different models and providers to see what works best for their use cases. For example, when asked “What is Amazon Lex?”, Generated answers can be modified to create the best experience for the intended channel.

Self Service 100

Self Service Contact Center Multi-Channel Knowledge Base 100

NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? What Do Millennials Want in their Work? Focusing solely on what you want in an employee and not looking at the equation from the candidate’s perspective – even for entry-level work – is going to be a mistake. Is That a Pencil You’re Using?

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. What we’re talking about here is a single customer view. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

BirdEye

MARCH 4, 2024

In this blog, we’ll provide an in-depth look at everything you need to know to plan and execute effective drip marketing campaigns. In this blog, we’ll provide an in-depth look at everything you need to know to plan and execute effective drip marketing campaigns. Table of contents What is a drip campaign?

Marketing 111

Marketing How To Multi-Channel Tips 111

Magellan Solutions

SEPTEMBER 6, 2021

Do you want to learn more about the work of a Real Estate Virtual Assistant and its relationship to cold calling service ? It is only natural to do some research before hiring a virtual assistant. You want to make sure you really understand what you are getting into and if it is worth it. It is closely the same with VAs.

Banking 52

Banking Call Center Hotels Advertising 52

Interactions

JUNE 4, 2020

And while the technology is extremely important to build the foundation of a great virtual assistant (more on that here ), there are a lot of other considerations that should be top of mind as you evaluate your options. Choosing, implementing, and maintaining a virtual assistant takes time. What is the pricing model?

How To 71

How To eBook Training Technology 71

Interactions

MAY 6, 2021

But why does it have to be an either-or? . While humans and AI each have individual strengths, they can work together for the most desirable outcome. In fact, a report from Harvard Business Review found that brands achieve the most performance improvements in this scenario– when humans and machines work together. .

Self Service 62

Self Service Effort Score Contact Center eBook 62

Beyond Philosophy

JULY 27, 2023

Then again, if it felt authentic to the attendees, does it matter if it was? On the other hand, authenticity is paramount when discussing an insurance agent writing a policy to cover your medical care. So, what about AI? As we know, ChatGPT can write compelling works that are reasonably accurate. Now, it seems simple.

How To 78

How To Conference Insurance Examples 78

Uniphore

AUGUST 31, 2021

What does it take for a person to learn a language, for example? What if it’s a long-dead language? Students look at examples and then work through problem sets, checking their answers in the back of the book. you know what you’re looking for). you don’t know exactly what you’re looking for).

Analysis 100

Analysis Travel eBook Contact Center 100

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty. What Are the 12 Best CS Software Tools in 2022?

Software 98

Software Tools Customer Service Self Service 98

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. What Customers Really Want. While many businesses have scaled back, others are surviving by operating virtually. How Omnichannel Contact Centers Can Adapt.

Contact Center 78

Contact Center Omni-Channel Self Service Customer Journeys 78

Magellan Solutions

JULY 25, 2021

What are the answering service for small business cheap options? Whichever model you choose depends on your call volume, the features you need, and how long you intend to work with a service. . Agents often act as if they are employees of the business they are answering calls for. Pricing varies.?Most Call transfers.

e-support 52

e-support Social Media Healthcare Call Center 52

Interactions

JULY 15, 2021

When this kind of technology, such as Conversational AI, is put into the contact center, it improves many areas beyond customer experience, including agent experience, operational efficiency and costs, and the ability to gather and use data. In this blog, we will refer to a use case as the specific function for which the automation is used.

Self Service 62

Self Service How To Contact Center Technology 62

One Millimeter Mindset

JANUARY 5, 2022

Each New Year brings with it a plethora of blog posts and articles. Equally realistically, consider how your professional priorities changed over the past 12 months due to pandemic experiences. Your awareness of the difference moves you one millimeter towards what is really going to work for you, moving forward.

Innovation 85

Innovation Leadership Consulting Resources 85

Upstream Works

JANUARY 5, 2022

The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Strategy 78

Strategy Contact Center Chatbots Trends 78

Interactions

APRIL 2, 2020

On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. It immediately made me think of how many view AI today.

Technology 71

Technology Training Interaction Culture 71

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. The idea of having home-based agents is not new for contact centers. What is new is having to suddenly pivot from having agents in centralized locations to operating remotely.

Contact Center 78

Contact Center Management Self Service Omni-Channel 78

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Optimizing virtual management and supplier business planning. Unfortunately, not everyone has perfected virtual management.

Contact Center 52

Contact Center Call Center Training Management 52

Bold360

APRIL 13, 2020

If that wasn’t bad enough, call center agents – like all of us – have been compelled to work from home (or, WFH as it’s known) and companies are scrambling to adjust their CX tools to this new WFH normal. Less-than-optimal working space, pets and teaching children from home are all part of the new normal.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Bold360

APRIL 30, 2020

What’s the top service trend fueled by COVID-19? As traffic to digital channels has surged, and as service delivery has been challenged by service employees increasingly working from home (with pets and kids to manage), companies have struggled to manage traffic flows while maintaining service quality. That’s a CX and EX win-win.

Omni-Channel 66

Omni-Channel Self Service Customer Engagement Engagement 66

Kustomer

NOVEMBER 4, 2020

So, how can businesses ensure their CX is up to scratch? Customer service teams can employ AI to handle low-level support issues in real time, and gather initial information for live agents before intervention is needed. Intelligently routing to the most appropriate agent. Brands must stay on top of CX trends.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Avaya

JULY 24, 2019

As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience? AI-enhanced Desktop.

Contact Center 82

Contact Center Net Promoter Score Knowledge Base Policies 82

BirdEye

MARCH 22, 2024

This blog post provides a comprehensive list of the best Google My Business examples for descriptions, photos, posts, and overall profiles across industries. Despite the widespread adoption of listings, numerous businesses fail to fully capitalize on this opportunity. Any resemblance to an actual business is a coincidence.

Examples 59

Examples Multi-Channel Sales Industry 59

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. How Will We Take Prediction and Forecasting to the Next Level? But we’re wondering what the future holds for prediction and forecasting? So how does it work?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Uniphore

SEPTEMBER 9, 2021

For example, AI and machine learning project AlphaFold is transforming understanding of how the human body produces protein, which will drive the creation of new drugs to fight diseases. Typically, a computer system can learn how to perform one task well but can’t apply the same learnings to other functions in the same way that humans can.

Healthcare 100

Healthcare Chatbots eBook Innovation 100

Storyminers

JULY 28, 2018

So, a customer who is clearly not satisfied and is requesting it to be dealt with is then put into an 8 week delay cycle, how does that address their complain? So, a customer who is clearly not satisfied and is requesting it to be dealt with is then put into an 8 week delay cycle, how does that address their complain?

Customer Experience 138

Customer Experience Social Media Customers Chatbots 138

Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. What is a QA Scorecard? So, what exactly is a QA scorecard? Create a QA Scorecard.

Customer Service 52

Customer Service Effort Score Measurement Interaction 52