Category: Customer Experience

Of course there isn’t.

Time is all we’ve got.

Time is all there is.

We can’t waste time because it’s not ours to waste. It’s simply the way we keep track of everything else.

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest research reports in IT Service Management trends, influencer marketing, and first-party data. There’s also new comment about Google’s plans to introduce generative AI into its advertising business. Key news Commentary share: Google’s new AI ads…
The post This week in CX: automation and ITSM trends for 2023 appeared first on Customer Experience Magazine.

Everybody eats

That’s the biggest problem. While plenty of people drive or play pickleball, eating is particularly widespread. Seven billion people multiplies into a big number…

Creating the food we eat has significant climate impact. Some of the factors, in unranked order:

We clear forests to create farms

We use petro-chemicals to make fertilizer

We grow plants and then feed them to animals

Chemical run-off and erosion have significant impact

We transport everything using trucks

Some foods use far more land, water and fertilizer than others

Some domesticated animals produce particularly potent gasses

We refrigerate, heat and process the food

Even if we wasted no food at all, the impact of all of these activities would be enormous.

Clean your plate?

But the food production, delivery and consumption chain is filled with waste. The biggest impact happens on farms. Food doesn’t all ripen on the same day. Harvesting it is expensive and time-consuming. Pests (and birds) harm crops. Food is fragile. The economics of putting more time and labor into grabbing one last peach is greater than the economic benefit that peach produces. And, the distance from where something grows to where it is processed or consumed is non-zero.

It all adds up, and it’s all out of the control of the typical citizen. Consumer food waste is less than a quarter of the total.

Of course we shouldn’t buy more than we need, or simply discard food that can be turned into another meal, or useful compost for a community garden.

But climate change is a systems problem, and it requires systemic solutions. When we price carbon accurately, the efficient market will start to pay more attention to harvesting the last peach, or shifting to drip irrigation, vertical farms or simple techniques that have enormous benefits.

In the US, restaurants waste nearly as much food as all homes combined–by the time the food is on your plate, most of the damage is already done.

We actually have the tools available to make an impact. Insisting on voluntary personal action is a long, difficult road, even if someone tries to build a business around it. There are hungry people all around us, and more efficient supply chains will allocate the food we’re wasting far more efficiently.

The cultural dynamic in many places of serving more food than your guests can possibly eat–as a form of status or generosity–is persistent and wasteful. But it’s just a small part of a system that needs fixing.

The shift in our industrial systems to climate resilience is a huge opportunity. It creates efficiencies and shifts our focus away from dead-end consumption. But we need to be clear about which systems have the most leverage and work relentlessly on them.

More details, references and insights on this are in The Carbon Almanac. The course that dozens of us made on LinkedIn is free this week.

With self-service options on their website, brands can serve their customers faster while saving costs – enriching the customer experience while benefiting the brand’s bottom line. Sounds like the dream, right? I wrote a blog that explains why video self-service, like video FAQs, is the future of CX. Read it here: 4 Ways Self-Service Portals & Video FAQs Strengthen CX. submitted by /u/Advanced-Revenue3566 [link] [comments]

submitted by /u/pungoinsights [link] [comments]

By listening to customer feedback, businesses can improve their products and services, enhance the customer experience, and build strong relationships with their customers. Prioritizing customer feedback shows that a business values its customers and is committed to meeting their needs and expectations. Read this blog for more details on reasons why customer feedback is important for your business: https://www.bolddesk.com/blogs/importance-of-customer-feedback submitted by /u/anuriya07 [link] [comments]

No matter how many people come over for dinner, you’re only going to be able to engage with a few.

And no matter how big the crowd in the arena, the musicians can only see the faces of a few hundred.

An investor can only be engaged and smart about a very small number of companies.

And it doesn’t matter how many students are in the class, the teacher is only going to be able to get in sync with a few.

Microphones, network connections and other forms of scale are a miracle, but sooner or later, our brains get in the way.

Is your contact center staying on top of advancements in AI and automation? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways.

New KPIs offer next-level insights into operations.
Real-time agent assist helps agents understand customers’ emotions.
Chatbots and call-backs create rewarding self-service experiences for customers.

Automation Strategies to Future-Proof Your Contact Center
You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. Our new tip sheet offers three strategies to future-proof your operations and help you get the most out of these powerful new software tools.
We’ll walk you through the tools, explaining what they do and the results you can expect. We also provide technical tips about deployment and maintenance.

What is Automation?
A bit of background is a great place to start. Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. If it’s deployed correctly, automation should significantly reduce the need for human intervention or oversight in your business.
Common Types of Call Center Automation Include
Robotic process automation (RPA)
Robotic Process Automation, or RPA, can perform simple tasks that typically make for a lot of agent busywork. These tasks include data entry, order processing, and remote agent monitoring, where a computer scans for internet outages or other workflow interruptions. Typically, these tasks are easy to program, freeing up agents to focus on work that benefits from the human touch.
Machine learning
This type of automation is usually coupled with an AI application. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. It helps you streamline your operations and maximize efficiency.

AI and natural language processing (NLP)
NLP and AI are intelligent technologies that can analyze conversations in real time, and offer feedback, or even suggest specific scripting to agents to help them resolve a customer’s problem.
The suggestions are based on the customer’s sentiment, which the software understands by listening to specific language used, tone of voice, gaps in the conversation and more.
Best Call Center Automation Software
Tech Talk
Call Center as a Service (CCaaS) software often comes pre-loaded with extra features, including AI and automation tools. But your package may not have the solution you need, or the solution provided may not be as effective as you would like. Look for specialized software like Fonolo’s suite of robust call-back solutions, including Web Call-Backs and Conversation Scheduling.
All software should:

Deploy quickly and scale easily.
Integrate seamlessly with existing software.
Be secure and compliant with regulations.

DID YOU KNOW:
IBM estimates that 80% of customer questions can be effectively answered by chatbots.

Strategy #1 Empower Customers with Rewarding Self-Service
Customers love self-service. And automation tools make sure these interactions are productive and personalized. Self-service tools include:

Chatbots to answer basic customer questions and direct callers to live agents if needed.
Predictive call routing connects the customer with the agent best-suited to their needs, using AI-generated behavior profiles.
Conversation scheduling keeps customers off hold during busy times and lets them book a time to receive a call-back that works for them – and you!

 

DOWNLOAD OUR TIP SHEET NOW!
It’s 100% free, we promise!

 The post Essential Automation Strategies for Contact Centers first appeared on Fonolo.

​ https://preview.redd.it/f561yuz03mua1.jpg?width=1200&format=pjpg&auto=webp&s=bd989ee7593b6565d625200688581b9553de31fb “The whole world went crazy when ChatGPT came out because every company was like, I want my version of this. It’s gonna make all my call center agents go away or I can have my own chatGPT. I think that is the absolute worst use case for the power of these models.” – Chris Crosby STRAIGHT TO THE FACTS! GPT and LLM models like ChatGPT can enhance customer experience or the whole business, but they’re not without risks – such as hallucinating answers or producing misleading information. 🚧 Knowing the limitations of these models is crucial to harness their power effectively. 💡 Failing to find the right balance between automation and personalization can lead to disappointing outcomes and potentially damage your brand reputation. 😨 Check out our recent webinar by Chris Crosby, Craig Stoss, and Vytenis Pakenas as they share their knowledge about: 1️⃣ Balancing Automation and Personalization: The benefits and limitations of AI and human interaction in CX 🤖💁‍♂️ 2️⃣ Managing GPT Risks and Limitations: How to navigate the challenges of GPT to ensure optimal outcomes 🛡️ 3️⃣ The Future of CX with AI: New opportunities, challenges, and considerations as AI and GPT continue to shape the customer experience landscape 🏙️ Link to the webinar – Watch now P.S. Thank you to this Reddit community for making it happen! submitted by /u/CXLumoa [link] [comments]

It’s interesting to realize that mirrors weren’t perfected until a few hundred years ago. Human beings spend a lot of time considering our own appearance and our own feelings and most of all, our own needs.

The market produces a shift. When it’s a fair and open exchange, the customer gains in power. As a result, the selfish merchant or producer loses market share until they figure out how to build empathy into their work.

It’s not for you, it’s for them.

And if you do a good job of making it for them, then you get your needs taken care of.

Big companies and monopolies and other institutions seek lock-in so they can go back to looking in the mirror instead of paying attention to what their customers and prospects need and want.