Wed.Mar 22, 2023

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The Perfect Pair: Why Human and Digital-Led Strategies Result in CS Excellence

Gainsight

Peanut butter and jelly, chips and salsa, cookies and cream, some combinations are meant for one another. And although these perfect pairings can be consumed on their own, we can all agree that they are better together. Just like these famous food duos, CS individuals should see how the recipe for customer excellence is a combination of both human and digital-led strategies.

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What is the Best Way to Analyze Call Center Performance?

Magellan Solutions

What is the Best Way to Analyze Call Center Performance? Analyzing call center performance is best done through data and analytics. Several visualization techniques can be used to achieve this. By using this type of analysis, call centers can identify trends that point to issues inside their departments with less dependence on intuition or bias. Another effective way to analyze call center performance is by conducting surveys and interviews.

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The ultimate guide to social media scheduling tools

BirdEye

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media. Dedicated social media scheduling tools can help businesses save the day by automating social media posts across multiple platforms and freeing up more of your essential time.

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Facing economic challenges in Customer Success? Revisit the foundations of your program

ChurnZero

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. During a difficult time, like an economic downturn or a financial insecurity, companies start to take a closer look at every department. They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Employee experience: Fad or the future?

My Customer

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn't my concept. I.

More Trending

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Employee Experience, just a Fad or the Future?

My Customer

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn't my concept. I.

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Access Snowflake data using OAuth-based authentication in Amazon SageMaker Data Wrangler

AWS Machine Learning

In this post, we show how to configure a new OAuth-based authentication feature for using Snowflake in Amazon SageMaker Data Wrangler. Snowflake is a cloud data platform that provides data solutions for data warehousing to data science. Snowflake is an AWS Partner with multiple AWS accreditations, including AWS competencies in machine learning (ML), retail, and data and analytics.

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What does GPT-4 mean for Insights Professionals?

Thematic

For the past 20 years, I’ve studied how computers understand language. My PhD is in this area, and I founded a successful company that uses AI to understand customer feedback. Like many of my peers, I did not think that AI research will achieve what it did with GPT-4 in my lifetime. Last year’s GPT-3 was impressive, but its hallucinations made it unusable for the work of insights professionals.

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You Sell Yourself Short By Relying On Your Professional Language

One Millimeter Mindset

You and I rely on the specific linguistics of our professions for communication and collaboration. However, how comfortable, confident, conversant, and willing are you to translate your professional language for others outside your respective disciplines? Your career trajectory depends on how successfully you leverage your communications to lead others.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Build a machine learning model to predict student performance using Amazon SageMaker Canvas

AWS Machine Learning

There has been a paradigm change in the mindshare of education customers who are now willing to explore new technologies and analytics. Universities and other higher learning institutions have collected massive amounts of data over the years, and now they are exploring options to use that data for deeper insights and better educational outcomes. You can use machine learning (ML) to generate these insights and build predictive models.

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3 New Technology Connectors that Extend Cyara Botium’s Testing Capabilities: Genesys, Microsoft CLU and CQA

Cyara

The constant innovation and evolution in technological capabilities and technology architectures call for never-ending cycles of changes and improvements.

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Facing economic challenges in Customer Success? Revisit the foundations of your program

ChurnZero

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. During a difficult time, like an economic downturn or a financial insecurity, companies start to take a closer look at every department. They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take.

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Financial Ombudsman Service figures show complaints are up

Helen Dewdney

Most of us have at least one bank account, credit card, insurance, pension and/or investment but our satisfaction with them is falling, as newly-released figures show. New complaints figures published today (22/03/23) by the Financial Ombudsman Service (FOS) indicate that yet again complaints against individual businesses have risen. During the last reported quarter 1 July – 31 December 2022 (H2) it received a total of 79,921 new complaints, compared to 72,978 in the previous six months (H1).

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The Best Ideas From CS Experts Worldwide – All in One Place

Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

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Behind the Workshop – Filming Week at LinkedIn Learning

Myra Golden

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen! Following that, I’m in the green room to fluff out my fro and pray, and finally, I’m on set with my talented director and content producer.

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5 Reasons Why Businesses Are Losing Faith in Net Promoter Score

inQuba

Could Net Promoter Score be disadvantaging your business? Businesses have implemented NPS (Net Promoter Score), and other measurement systems, to achieve CX success and superior customer experiences. Consumers have benefitted overall, and the growth in adoption of NPS has resulted in the C Suite’s interest in the customers’ experience. Ten years ago, good customer service was appreciated, and today it’s expected, to quote Shep Hyken*.

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How to Write an Apology Letter to a Customer

Myra Golden

I feel icky writing this post. Last week I had to practice what I teach. My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bombarded with around 70 emails, all featuring the same welcome!

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Bonuses at Casino Red Dog: How to Get Free Spins and Other Offers?

CSM Magazine

Red Dog casino is a part of the ArbathSolutions OU operator. The gambling website was launched in 2019 and despite the short period of operation the site has become popular, has an extensive customer base and a good reputation. The casino attracts customers with a convenient site that supports the English language, fast withdrawal of funds, original content from top providers, and interesting promotions.

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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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How to Submit Your App to the Google Play Store for Beta Testing

Centercode

Learn the essentials of Google Play Store app publishing & maximize your app's success with our expert tips on descriptions, screenshots, & more

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Macaw Security Boosts Efficiency with BigChange Mobile Tech

CSM Magazine

A Midlands-based security company, which protects high net worth individuals and commercial assets across the UK, has achieved a 40 percent increase in operational efficiency following the implementation of a BigChange job management system. Macaw Security Solutions can now optimise how its installation and maintenance engineers are deployed, with real-time tracking and intelligent scheduling, as well as reducing its reliance on paperwork.

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Understanding Google Play Store Testing Tracks

Centercode

Understanding Google Play Store Testing Tracks: Learn about the difference between Internal, Closed, and Open testing.

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How AI and Automation Are Already Delivering Enhanced Contact Centre Advisor Performance

CSM Magazine

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. Phil Jordan, AI & Automation Specialist at Sabio Group, investigates. With a neural net made up of billions of language elements, ChatGPT takes your input and then builds on it with additional, coherent text based on its library of accumulated writing.

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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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The 20 Most Liked Posts on Instagram

Brandwatch CX

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The Twisted Definition of "Beta" in Gaming

Centercode

We explore the debate surrounding the changing definition of "beta testing" in the gaming industry and the importance of transparency between developers, publishers, and players to rebuild trust and maintain the value of beta testing.

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AI, Automation & Advanced Advisor Performance

My Customer

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. Sabio Group. 22nd Mar 2023 By Phil Jordan AI & Automation Specialist/Head of.

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Navigate Cloud Migration and Modernization in Asia Pacific

Forrester's Customer Insights

Firms need help dealing with challenges related to the migration, modernization, and management of workloads across hybrid cloud environments; lacking the relevant skills and expertise in house, they turn to professional services to help them realize cloud benefits faster.

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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

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Enhancing customer service process through reviews

My Customer

Review management has become an integral aspect of any proactive customer service process, increasing the potential for support teams to. 22nd Mar 2023 By Joanna Clark Simpson Head of Marketing at PissedConsumer.

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For US Consumers, The Pandemic Is Going, But Not Gone

Forrester's Customer Insights

All signs point to Covid-19 Pandemic being fully behind us: the Biden Administration’s intention of Covid-19 national and public health emergencies are set to end on May 11th 2023, consumers’ comfort in pre-Pandemic activities, like going to a concert or a museum, are increasing over time, and while travel is recovering, the lack of full […]

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How Having an NPS Detractor Can Help Your Business

SurveySparrow

What is an NPS detractor, and why they are helpful for your business? Let us help you find out. In this blog, we will explore: What is an NPS Detractor, and what does their score mean Why it’s important to pay attention to your NPS detractors (with an example) 5 types of NPS detractors that you will encounter Some proactive strategies for turning a detractor into a promoter 5 tips for improving customer experience with proactive service tactics Tips to turn a detractor into a promoter Final tho

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