Cyara
AUGUST 29, 2023
Any contact center that is committed to enhancing their customer experience (CX) and product or service offering relies on voice of the customer ( VoC ) feedback as an essential input to identifying challenges and subsequently prioritizing future improvements.
ShepHyken
AUGUST 29, 2023
Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.
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VirtualPBX
AUGUST 29, 2023
The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. We want to ensure that our products, features, integrations, and applications are top notch. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.
Cisco - Contact Center
AUGUST 29, 2023
If there’s one thing that Raj Bhat, SDA for Premier Accounts in CX (Customer Experience) knows how to do, it’s how to create a bucket list, one that has taken him to Peru, Tanzania and beyond.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
AnswerConnect
AUGUST 29, 2023
From prompt replies to staying grateful, learn how to provide exceptional live chat customer service with these ten golden rules. The post Ten golden rules for live chat customer service appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
AUGUST 29, 2023
Many companies choose a business business process outsourcing (BPO) provider to save money. However, the only way to truly know the impact of outsourcing is to establish and track key performance indicators (KPIs).
ConvergeOne
AUGUST 29, 2023
One of the biggest challenges businesses face today is the aging infrastructure supporting the latest codes that allow organizations to take advantage of the latest feature set for today’s security concerns. This challenge can be addressed in a managed service today, as the burden falls on the MSP to keep the technology patched and up to date. Additionally, having the ability to migrate new platforms quickly and seamlessly for price performance optimization and evolving detection engines is an a
Nuance
AUGUST 29, 2023
… Speech recognition adoption made simple with Dragon Medical One Read More » The post Speech recognition adoption made simple with Dragon Medical One appeared first on What’s Next blog.
Cisco - Contact Center
AUGUST 29, 2023
So, what happens when the Great Resignation turns into the great resurrection back to the company you first loved?
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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.
C3Centricity
AUGUST 29, 2023
In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite […] The post Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy first appeared on c3centricity.
Fonolo
AUGUST 29, 2023
Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too. In this blog, we’ll take a close look at what’s involved in active listening.
JivoChat
AUGUST 29, 2023
Learning how to search for a word on a website will help you to quickly locate the part you wish to read on a web page. Imagine, you are looking for specific information in a long article that you can’t read fully at the moment. If you know how to search for words or phrases on web pages, it becomes easier to skim a text. It saves you time, enhances productivity , and it’s something simple to do.on multiple web browsers.
SQM Group
AUGUST 29, 2023
Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.
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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
Cisco - Contact Center
AUGUST 29, 2023
When I stepped into the world of technology, I never imagined I would see this day so early in my career.
Concentrix
AUGUST 29, 2023
See how one healthcare innovator realized their vision of personalized healthcare through generative AI-fueled experience innovation.
ConvergeOne
AUGUST 29, 2023
One of the biggest challenges businesses face today is the aging infrastructure supporting the latest codes that allow organizations to take advantage of the latest feature set for today’s security concerns. This challenge can be addressed in a managed service today, as the burden falls on the MSP to keep the technology patched and up to date. Additionally, having the ability to migrate new platforms quickly and seamlessly for price performance optimization and evolving detection engines is an a
Balto
AUGUST 29, 2023
Call center compliance involves meeting certain regional and international requirements and guidelines related to security and collecting and storing sensitive customer data. Many legislative bodies across the world have imposed restrictions on how call centers interact with their customers and handle their data for the purpose of controlling fraud and maintaining data privacy and security.
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.
Anexa BPO
AUGUST 29, 2023
The only thing predictable about customer expectations is change. Customers will continue redefining the value proposition as many trends emerge. For example, young shoppers display a preference to shop from brands that share personal values – even if they cost more. This might involve the use of sustainable business practices, materials that create an earth-positive future, green spaces…the list goes on.
Ann Michaels and Associates
AUGUST 29, 2023
The privacy of your employees is important and employers have to be very careful. This includes social media accounts. Most employers know that they should not ask for login information of an employee. But what exactly does the law state regarding social media employee checks? It depends, in part, on the privacy laws of your state. It also depends on whether you’re conducting an inquiry on an existing employee or a new employee.
Anexa BPO
AUGUST 29, 2023
In today’s fast-paced business landscape, companies rely heavily on technology to streamline processes, enhance productivity, and deliver exceptional customer experiences. However, with the increasing complexity of systems and the abundance of data, many organizations find themselves trapped in what is known as “swivel chair syndrome.” This phenomenon refers to the repetitive and inefficient act of manual data entry and system navigation that arises from disjointed support mode
CSM Magazine
AUGUST 29, 2023
Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. Journey.ai, Inc (DBA: Journey), a groundbreaking cybersecurity software business, is expanding its suite of capabilities with Avaya, a leading contact center company. Journey’s biometric authentication technology is now available with Avaya Hybrid Cloud Services (HCS), enabling Avaya premise-based contact centers to authe
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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.
Cisco - Contact Center
AUGUST 29, 2023
When you think of organizations investing to deliver the best application experience, you usually think of private sector businesses.
Zappix
AUGUST 29, 2023
Clear and concise instructions in medical procedures ensure patient satisfaction, safety, and successful recovery. Pre and post-procedure instructions provide.
AWS Machine Learning
AUGUST 29, 2023
Maintaining machine learning (ML) workflows in production is a challenging task because it requires creating continuous integration and continuous delivery (CI/CD) pipelines for ML code and models, model versioning, monitoring for data and concept drift, model retraining, and a manual approval process to ensure new versions of the model satisfy both performance and compliance requirements.
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