Sat.Apr 22, 2023 - Fri.Apr 28, 2023

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Live Chat Software: The Missing Part Of Your Customer Experience

Team Support

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

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The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

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Unlock the Power of Mobile-First Insight Tools to Improve Your Customer Experience

Alida

The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.

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U$ 402bn is on the table for brands that simplify their CX and EX – here’s why

eglobalis

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 79
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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Managing Customer Support Across Multiple Marketplaces

Helpware

Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.

More Trending

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The Positive Influence of Scarcity on Customer Experience with Mindy Weinstein

ShepHyken

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

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115: Tailoring Your Brand Experience to the Female Consumer

The DiJulius Group

You’re missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending. Companies often neglect their female demographic, catering to their male shoppers’ more utilitarian needs and desires. Making minor adjustments could attract more female shoppers.

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Three ways customer success can support product management to everyone’s benefit

ChurnZero

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.

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Making Customer Touchpoints an Advantage

Topdown

The best and most successful leaders have proven an ability to create advantages where, historically, there aren’t any. Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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XI Platform Designed With Business Goals in Mind

InMoment XI

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. Below you’ll find the latest innovations to: Summarize customer feedback more effectively to save time and resources Improve the closed-loop service experience to reduce churn and incr

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Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts of customer experience, it takes more than just words.

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Higher Ed Admissions – Strategies for Increasing Student Enrollment

Comm100

Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. This comes as student enrollment plummets. In 2022, 4 million fewer people in America enrolled at a college than ten years ago, and this trend doesn’t seem to be changing.

Strategy 130
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Alida Spring ‘23 product release: strengthening our foothold in the mobile realm

Alida

Alida’s spring release boosters connections between brands and hard-to-reach consumers through mobile-first strategies for immediate and better feedback.

Feedback 130
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Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.

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Visual Service for Medical Device Support

TechSee

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

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[Experience Action Podcast] Is my CX Role In Jeopardy? [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

The post [Experience Action Podcast] Is my CX Role In Jeopardy? [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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Deliver your first ML use case in 8–12 weeks

AWS Machine Learning

Do you need help to move your organization’s Machine Learning (ML) journey from pilot to production? You’re not alone. Most executives think ML can apply to any business decision, but on average only half of the ML projects make it to production. This post describes how to implement your first ML use case using Amazon SageMaker in just 8–12 weeks by leveraging a methodology called Experience-based Acceleration (EBA).

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Act Like an Owner – Revisited!

ShepHyken

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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Improve Service Efficiency by Boosting Adoption

TechSee

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

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Exploring the impact of globalization on research in the United States

Clarivate

Our latest Global Research Report from the Institute for Scientific Information (ISI) , “U.S. research trends: The impact of globalization and collaboration,” raises important questions about how well past investment has prepared the U.S. scientific enterprise to achieve its goals. Our findings suggest that while the U.S. remains a leading science and technology power, it must acknowledge its shrinking domestic research capacity and work collaboratively with resourceful competitors to maintain i

Trends 98
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Run your local machine learning code as Amazon SageMaker Training jobs with minimal code changes

AWS Machine Learning

We recently introduced a new capability in the Amazon SageMaker Python SDK that lets data scientists run their machine learning (ML) code authored in their preferred integrated developer environment (IDE) and notebooks along with the associated runtime dependencies as Amazon SageMaker training jobs with minimal code changes to the experimentation done locally.

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Navigating the U.S. Banking Crisis Requires In-Depth Market Research

2020 Research

What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.

Banking 97
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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Remote Agent Training In Contact Centers: 5 Key Strategies

Playvox

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

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How to Increase Employee Retention in Any Industry

Michel Falcon Experience

To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. The post How to Increase Employee Retention in Any Industry appeared first on Michel Falcon.

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3 Reasons Contact Centers Should Adopt AI Today

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Reasons Contact Centers Should Adopt AI Today appeared first on Upstream Works.

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How to extend the functionality of AWS Trainium with custom operators

AWS Machine Learning

Deep learning (DL) is a fast-evolving field, and practitioners are constantly innovating DL models and inventing ways to speed them up. Custom operators are one of the mechanisms developers use to push the boundaries of DL innovation by extending the functionality of existing machine learning (ML) frameworks such as PyTorch. In general, an operator describes the mathematical function of a layer in a deep learning model.

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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U.S. market access landscape: A push for control is erasing the boundary between payers and providers in U.S. healthcare

Clarivate

Major U.S. healthcare payers and providers are consolidating at a dizzying clip as they seek to gain market share, increase access to care and secure clinical control to improve health outcomes. These mergers feature both vertical integration – as was the case with CVS’ watershed acquisition of Aetna five years ago – and horizontal integration, as with Elevance’s recent acquisition of Blue Cross Blue Shield of Louisiana.

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Referral link: What? Why? How?

BirdEye

You probably remember receiving an email from a friend saying, “Use my link for a discount!” And they shared a link with you from a shop or brand they want you to try. That link is what’s called a referral link. It’s a special URL created exclusively for that one person to share with their friends via email, social media, text, and other channels.

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Unlocking The Power of Voice Banking

SaleMove

Adding AI-powered, 24/7 self-service convenience to your dial-in phone system brings appealing voice banking features to the entire customer experience. The post Unlocking The Power of Voice Banking appeared first on Glia Blog | Digital Customer Service Explained.

Banking 79