Concentrix

JUNE 27, 2023

Discover how a leading bank gained efficiencies across operations by implementing an email bot to automate responses and streamline email routing.

Banking 62

Banking 62

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Customer Service 302

Customer Service Marketing Customer Experience 302

Cisco - Contact Center

JUNE 27, 2023

Today’s transportation blog is guest authored by Alex Clark , Cisco IIoT Transportation Industry Specialist The International Air Transport Association ( IATA ) recently reported that global air traffic … Read more on Cisco Blogs

Transportation 98

Transportation 98

Helpware

JUNE 27, 2023

When the war in Ukraine unfolded on February 24, 2022, it jolted global businesses with operations in the country like an unexpected earthquake. Multinational corporations faced the dual challenges of ensuring their employees' safety and keeping business operations running. We hope that by sharing our experience and the lessons we've learned in navigating through such challenging circumstances, we can help other businesses fine-tune their crisis management strategies.

Management 90

Management 90

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Cisco - Contact Center

JUNE 27, 2023

A pandemic, geopolitical turmoil, and economic uncertainty in the past three years have challenged even the strongest organizations and put a premium on agility.

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Cisco - Contact Center

JUNE 27, 2023

Cities require safe, reliable, and secure transportation systems, while also aiming to eliminate emissions and ensure fairness and accessibility for everyone.

Transportation 98

Transportation Wireless 98

JivoChat

JUNE 27, 2023

Do you know about AI website builders? With ChatGPT, artificial intelligence has caught the attention of many people around the world who are curious about the possibilities it offers, and how to use it to simplify and automate different activities in our lives. When it comes to creating a website from scratch, it’s also possible to enjoy AI capabilities.

Analytics 75

Analytics Advertising Personalization Self service 75

Cisco - Contact Center

JUNE 27, 2023

We’re obsessed with your success at Cisco Customer Experience (CX). It is our mission to get you from where you are today to where you want to be tomorrow.

Customer Experience 95

Customer Experience 95

LiveVox

JUNE 27, 2023

The rise of cloud computing has revolutionized the way businesses operate, and the public cloud has emerged as a game-changer for contact centers of all sizes and industries. With its inherent flexibility, scalability, and security features, the public cloud has become an indispensable tool for businesses seeking to thrive in today’s fast-paced digital landscape.

Contact Center 71

Contact Center Management 71

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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.

Cisco - Contact Center

JUNE 27, 2023

At Cisco Live, we shared our vision for Cisco Networking Cloud to help our customers deliver digital experiences to their users.

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Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. 1.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Cisco - Contact Center

JUNE 27, 2023

A strong foundation is vital for progress and development in many industries and aspects of life.

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CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate , the leading natural language AI Simulation Training solution for customer and prospect-facing agents, today announced it closed a $15M funding round led by Boston-based growth equity firm, Volition Capital.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Cisco - Contact Center

JUNE 27, 2023

Cue the confetti — The 2023 #WeAreCisco #LoveWhereYouWork Contest winners are here!

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ConvergeOne

JUNE 27, 2023

Healthcare employees know that securing sensitive patient information in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations is critically important. However, the methods through which healthcare professionals must secure personal health information have changed over the years. In the past, keeping patient data safe meant locking manila envelopes containing patient files in a secure filing cabinet.

Healthcare 63

Healthcare Accountability Personalization Enterprise 63

Ambs Call Center

JUNE 27, 2023

Property management companies are responsible for handling the daily real estate matters for landlords and property owners who are not present. These companies typically charge a percentage of the rent collected, which motivates them to prioritize tenant satisfaction, maintain high occupancy rates, and ensure timely rent payments.

Real estate 52

Real estate Answering services Management 52

Comm100

JUNE 27, 2023

Higher education institutions are grappling with a significant mental health crisis among their student population. During the 2020–2021 school year, over 60% of college students met the criteria for at least one mental health problem. Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress.

Education 52

Education Wait times Chatbots Personalization 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

CSM Magazine

JUNE 27, 2023

Despite the fact that cryptocurrency is considered anonymous, in most cases this is far from the truth. All transactions are recorded on the blockchain and this information remains visible forever. That is, if a strong enough goal is set, it is quite possible for someone to reach the owner of a crypto wallet. The first precedent took place in 2011. The FBI conducted a special operation against the well-known trading platform Silk Road.

Banking 52

Banking Personalization 52

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are distinct areas within an organization, they are inseparable in the eyes of the customer.

Customer Experience 52

Customer Experience Customer centricity Marketing Feedback 52

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By fostering, an integrated and immersive experience, branding and identity are essential to attaining these goals. By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up.

Management 52

Management Gamification Marketing Personalization 52

Concentrix

JUNE 27, 2023

Concentrix is proud to be recognized in the sixth annual AI Breakthrough Awards program, conducted by AI Breakthrough for its cutting edge learnings solution, ALBA (Advanced Learning through Bot & Automation).

Chatbots 48

Chatbots 48

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. After all, they’ll become the backbone of your business and ensure you have repeat sales. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list.

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Customer Service Feedback Customer retention Surveys 52

Cisco - Contact Center

JUNE 27, 2023

Leading a team is as challenging as it is rewarding.

Customer Experience 52

Customer Experience 52

CSM Magazine

JUNE 27, 2023

Sabio Group and its specialist Salesforce CRM consultancy, makepositive , are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the forthcoming Salesforce World Tour 2023. As a ‘Groundbreaker Sponsor’ at the event, Sabio, the digital customer experience (CX) transformation specialist, and makepositive will demonstrate their commitment to innovation in the world of customer engagement and the revolutionary opportunities that com

Consulting 52

Consulting Consulting CRM Technology 52

Certified Languages International

JUNE 27, 2023

Medical interpreters are essential in ensuring that communication between healthcare providers and patients who speak a language other than English is accurate. This can be challenging because of linguistic and cultural barriers, but with the expertise of an experienced medical interpreter, patients are able to communicate their needs, concerns, and preferences, and healthcare providers are able to deliver high-quality care.

Healthcare 10

Healthcare Call flow Personalization Accountability 10

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

AWS Machine Learning

JUNE 27, 2023

This blog post is co-written with Marat Adayev and Dmitrii Evstiukhin from Provectus. When machine learning (ML) models are deployed into production and employed to drive business decisions, the challenge often lies in the operation and management of multiple models. Machine Learning Operations (MLOps) provides the technical solution to this issue, assisting organizations in managing, monitoring, deploying, and governing their models on a centralized platform.

Engineering 97

Engineering APIs Scripts Entertainment 97

ChurnZero

JUNE 27, 2023

The macroeconomic environment is on nearly everyone’s mind these days. In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? The answer is simple: you need a digital-first strategy. A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

AWS Machine Learning

JUNE 27, 2023

Amazon SageMaker JumpStart is a machine learning (ML) hub that can help you accelerate your ML journey. With SageMaker JumpStart, you can discover and deploy publicly available and proprietary foundation models to dedicated Amazon SageMaker instances for your generative AI applications. SageMaker JumpStart allows you to deploy foundation models from a network isolated environment, and doesn’t share customer training and inference data with model providers.

Enterprise 66

Enterprise APIs Scripts Chatbots 66