Global Response

NOVEMBER 14, 2023

Is your traditional call center still serving your business goals? Many businesses think that they are—until they consider other options. Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. However, modern Contact-Center-as-a-Service models (CCaaS) allow teams to work remotely from anywhere and access all of their call center tools and softw

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Customer Service 368

Customer Service Customer Experience 368

Abby Connect

NOVEMBER 14, 2023

Your call handling matters. How your phones are answered, and your calls are routed will impact your ability to capture new business, retain your clients, and build revenue. There’s nothing worse than a missed call, but a poorly handled one is pretty close.

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Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

Chief Customer Officer 97

Chief Customer Officer Best practices Feedback Enterprise 97

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

Call Center

Cisco - Contact Center

NOVEMBER 14, 2023

A Cisco study reveals serious gaps in AI readiness around the world. But opportunities are massive, and Cisco is ready to help. Technology change is never easy. AI is uniquely complex.

Technology 98

Technology 98

Cisco - Contact Center

NOVEMBER 14, 2023

Part 5 of the six-part series – The 2023 Global Networking Trends Report series The distributed workforce―and the distributed applications and services they consume―have vastly changed the enterp… Read more on Cisco Blogs

SaaS 98

SaaS Analytics 98

Upstream Works

NOVEMBER 14, 2023

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 Spotlight on Video in the Contact Center – Air Travel appeared first on Upstream Works.

Contact Center 78

Contact Center Management 78

Cisco - Contact Center

NOVEMBER 14, 2023

In case of disasters, a reliable communication network is critical. The emergency centers need to be able to exchange information to coordinate their response in the field.

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LiveVox

NOVEMBER 14, 2023

Ready to create a holistic view of your customers and drive better engagement with the LiveVox + Jack Henry™ integration? We’re proud to announce that we’ve joined the Jack Henry™™ Vendor Integration Program (VIP). Participation in the program provides LiveVox access to Jack Henry™’s technical resources through an integration with the Symitar® core platform.

CRM 84

CRM Contact Center Customer Experience 84

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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.

Cyara

NOVEMBER 14, 2023

Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets.

Benchmark 76

Benchmark Customer Experience Call Center 76

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards. This accolade celebrates SmartAction’s commitment to innovation, excellence, and its significant contributions to the software and technology industry.

Virtual Agent 80

Virtual Agent Technology Contact Center Metrics 80

ConvergeOne

NOVEMBER 14, 2023

In every instance, it was on me to prove that the root cause of the problem was or was not the network. It could take hours to resolve with various tests, phone calls, long hold times with the internet service provider (ISP), and being passed back and forth between Tier I and the transport teams who each pointed fingers at each other or, worse, back at our customer premises hardware connecting their devices.

Transportation 74

Transportation Metrics Personalization Enterprise 74

Cisco - Contact Center

NOVEMBER 14, 2023

Financial institutions continue to look for ways to align technology with strategic business goals to improve and better understand customer service, workforce experience and impact of applications… Read more on Cisco Blogs

Technology 97

Technology Customer Service 97

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

Chief Customer Officer 62

Chief Customer Officer Best practices Feedback Enterprise 62

Cisco - Contact Center

NOVEMBER 14, 2023

2000 partner attendees. 3 humid Miami Beach days. 1 powerful security message.

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Concentrix

NOVEMBER 14, 2023

To keep customers from switching to competitors, brands can create a satisfying CX through hyper-personalization using Adobe products.

Personalization 62

Personalization Technology Management 62

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 52

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

Comm100

NOVEMBER 14, 2023

In the realm of digital innovation, accessibility is often spotlighted for its impact on end-users, but its significance is just as crucial for the staff operating behind the scenes. Imagine customer service agents – those vital bridges between a company and its customers – grappling with software that ignores their needs. This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users.

Technology 52

Technology Morale Customer Service 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 52

CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. Based in Northern Ireland, EB Gas supplies, fits, and maintains domestic, commercial, and industrial gas equipment across Ireland and the UK. Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobil

Engineering 52

Engineering CRM Finance Accountability 52

Babelforce

NOVEMBER 14, 2023

VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a way for call centers and customer service departments to make sure the more important calls are answered first. VIP call routing works by assigning a priority level to each incoming call based on criteria set by the company.

Call Center 52

Call Center Wait times Call flow CRM 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

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estima

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Nuance

NOVEMBER 14, 2023

… Voice biometrics: Five myths that prevent companies from reimagining customer authentication Read More » The post Voice biometrics: Five myths that prevent companies from reimagining customer authentication appeared first on What’s Next blog.

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CSM Magazine

NOVEMBER 14, 2023

Do you worry about the impression you are making on your customers? Do you wonder what they think about your business and your customer service? If so, then you probably work hard to make sure that everything about your business is appealing to customers, and you probably assess your customer service interactions to determine if you need to improve or change anything about them.

Customer Service 52

Customer Service Sales 52

Unymira

NOVEMBER 14, 2023

The use of generative AI is revolutionizing IT. This year's Gartner conference IT Symposium/Xpo™ 2023 was marked by disruptive changes and the era of AI. The entire IT intelligence community gathered for four days in Barcelona under the theme "Unleash possibilities in a world in permanent flux," with over 8,000 participants discussing the future of IT.

Management 52

Management 52

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

NOVEMBER 14, 2023

I recently had the privilege of speaking at the Unleashing Digital Customer Experience conference in Amsterdam. This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX). The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’ My focus was on the t

Technology 52

Technology Customer Experience Customer Service 52

Cisco - Contact Center

NOVEMBER 14, 2023

When it comes to protecting a hybrid workforce, while simultaneously safeguarding internal resources from external threats, cloud-delivered security with Security Service Edge (SSE) is seen as the… Read more on Cisco Blogs

Surveys 52

Surveys 52

AWS Machine Learning

NOVEMBER 14, 2023

In the era of big data and AI, companies are continually seeking ways to use these technologies to gain a competitive edge. One of the hottest areas in AI right now is generative AI, and for good reason. Generative AI offers powerful solutions that push the boundaries of what’s possible in terms of creativity and innovation. At the core of these cutting-edge solutions lies a foundation model (FM), a highly advanced machine learning model that is pre-trained on vast amounts of data.

Management 92

Management APIs Best practices Calibration 92