Callminer

JULY 26, 2023

Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.

Customer retention 342

Customer retention 342

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Future Change is Often Overlooked Beyond the normal due diligence of comparing vendors’ products to their requirements and doing a cost-benefit analysis, companies often overlook the issue of future change. This can potentially cause serious business or technical challenges down the road.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

Cisco - Contact Center

JULY 26, 2023

There are things in life that just go better together. Salt and pepper. Fish and chips. Chili and cheese. Another perfect pairing, if you’re hungry for tech training, is the combination of Cisco U.

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98

Nuance

JULY 26, 2023

… Meet the 2023 Global Marketing interns Read More » The post Meet the 2023 Global Marketing interns appeared first on What’s Next blog.

Marketing 85

Marketing 85

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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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

JULY 26, 2023

Meet Josh, Senior Systems Reliability Engineer at T-Mobile and our Hybrid Work Hero, from the Cisco Global Advocate Awards 2023: Americas event Welcome, Josh! Thanks for joining us today.

Engineering 97

Engineering 97

Cisco - Contact Center

JULY 26, 2023

Cisco Secure Endpoint (formerly AMP for Endpoints) provides comprehensive, cloud-based security for endpoint detection and response (EDR).

Management 98

Management Engineering 98

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. In fact, research from the University of Texas found increasing data’s usability by just 10% results in an average revenue boost of $2 billion annually for Fortune 1000 companies.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Cisco - Contact Center

JULY 26, 2023

This post was co-authored by Lead Disability Inclusion Consultant Mary Fernandez and Accessibility Program Manager Monica Wegner.

Consulting 98

Consulting Consulting Management 98

Interaction Metrics

JULY 26, 2023

Everyone is talking about using AI tools to measure the customer experience. Here we explain when AI companies like Clarabridge and CallMiner are the right fit. We also explain 2 situations when they are NOT the right fit. Check it out! Or, if you want to read more about AI for customer experience, check out our blog here. The post Customer Experience: Could AI Tools Be Your Solution?

Customer Experience 62

Customer Experience Metrics Feedback 62

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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

JULY 26, 2023

Just weeks ago at Cisco Live, we shared with the world the general availability of the Cisco Full-Stack Observability Platform.

Metrics 97

Metrics 97

CSM Magazine

JULY 26, 2023

Workplace wellbeing in the contact centre goes beyond surface-level happiness; it encompasses creating an environment that nurtures the holistic wellbeing of advisors. In recent months at Sabio, we’ve been exploring how organisations can shape work environments for a practical and lasting impact. By gaining insight into the experiences of contact centre advisors and providing the necessary targeted support, organisations can foster wellbeing and enhance performance.

Consulting 52

Consulting Consulting Technology Feedback 52

Cisco - Contact Center

JULY 26, 2023

Network connectivity for roadway devices is increasingly important as traffic engineers are tasked with connecting new devices and systems, along with existing infrastructure, as part of an… Read more on Cisco Blogs

Transportation 52

Transportation Engineering 52

Calltools

JULY 26, 2023

Maintaining loyal customers is crucial for business growth and improving brand loyalty. When customers are satisfied, they are more likely to recommend your business to others. That’s why monitoring customer satisfaction is essential for contact centers. The Importance of Customer Satisfaction Do you know your call center’s CSAT scores? Customer satisfaction, commonly referred to as CSAT, measures how well you satisfy your customers through interactions and the products or services y

Metrics 52

Metrics Call Center First call resolution Surveys 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

JULY 26, 2023

Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you. That’s the verdict of Bristol-based RED Recruitment , which cites ‘flexible dress codes’ and a ‘great work/life balance’ as 2 of the top 8 reasons to work in a

Self service 52

Self service Coaching Chatbots Analytics 52

Concentrix

JULY 26, 2023

Learn how to navigate misconceptions, address risks, and implement a successful proof of concept for Generative AI.

Enterprise 62

Enterprise Engineering 62

Cisco - Contact Center

JULY 26, 2023

What is zero trust? Zero trust is a cybersecurity concept that helps enable secure access for users and devices and within apps, across networks, and clouds.

Personalization 52

Personalization 52

5CA

JULY 26, 2023

Hackers are using diverse techniques to target the gaming ecosystems and their players. Read these strategies to build robust defences!

Engineering 52

Engineering 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

Vistio

JULY 26, 2023

The question I most often receive is, “How will my contact center job help me get to where I want to go?

Contact Center 52

Contact Center 52

Zappix

JULY 26, 2023

Zappix, a leading provider of digital customer service solutions, announced a partnership with Repay Holdings Corporation (NASDAQ: RPAY) (“REPAY”), a leading provider of vertically-integrated payment solutions. By embedding REPAY’s payment technology.

Technology 40

Technology Customer Service 40

AWS Machine Learning

JULY 26, 2023

Today we are excited to announce that Stable Diffusion XL 1.0 (SDXL 1.0) is available for customers through Amazon SageMaker JumpStart. SDXL 1.0 is the latest image generation model from Stability AI. SDXL 1.0 enhancements include native 1024-pixel image generation at a variety of aspect ratios. It’s designed for professional use, and calibrated for high-resolution photorealistic images.

Calibration 88

Calibration Scripts Enterprise Engineering 88

JivoChat

JULY 26, 2023

As we delve deeper into the digital era, the world of graphic design has begun to witness a significant shift, all thanks to the groundbreaking advancements in artificial intelligence (AI). AI, with its transformative potential, is making waves across multiple sectors, and graphic design is no exception. Here, we aim to shed light on some of the defining AI trends that are expected to shape the future of graphic design in 2023 and beyond.

Feedback 75

Feedback Technology Personalization Marketing 75

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

JULY 26, 2023

Generative AI Foundations on AWS is a new technical deep dive course that gives you the conceptual fundamentals, practical advice, and hands-on guidance to pre-train, fine-tune, and deploy state-of-the-art foundation models on AWS and beyond. Developed by AWS generative AI worldwide foundations lead Emily Webber, this free hands-on course and the supporting GitHub source code launched via AWS Youtube.

Scripts 82

Scripts Engineering Benchmark Best practices 82

Hodusoft

JULY 26, 2023

Ameyo Alternative: A Comparison of the Best Contact Center Software If you type “ best contact center software for small businesses ” or “most affordable contact center software” or “top 10 contact center software” and type enter, you will get about a dozen of websites on the first page of the search engine results page. Some websites will belong to software providers such as Ameyo and Zendesk and some sites will belong to online platforms such as SoftwareSuggest and G2.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Transportation 52

AWS Machine Learning

JULY 26, 2023

Generative AI models have been experiencing rapid growth in recent months due to its impressive capabilities in creating realistic text, images, code, and audio. Among these models, Stable Diffusion models stand out for their unique strength in creating high-quality images based on text prompts. Stable Diffusion can generate a wide variety of high-quality images, including realistic portraits, landscapes, and even abstract art.

Scripts 80

Scripts APIs Benchmark Engineering 80

JivoChat

JULY 26, 2023

Landing page examples are a great asset to learn how to build a high-converting page that will help you achieve your purpose. It’s fundamental to pay attention to the details that will drive your target audience’s attention. Attractive design, convincing copy, and direct and compelling call to action (CTA) are some of the factors that create a good landing page.

Engineering 75

Engineering Analytics Advertising Marketing 75

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

AWS Machine Learning

JULY 26, 2023

The increase in online social activities such as social networking or online gaming is often riddled with hostile or aggressive behavior that can lead to unsolicited manifestations of hate speech, cyberbullying, or harassment. For example, many online gaming communities offer voice chat functionality to facilitate communication among their users. Although voice chat often supports friendly banter and trash talking, it can also lead to problems such as hate speech, cyberbullying, harassment, and

APIs 79

APIs Enterprise Advertising Personalization 79

AWS Machine Learning

JULY 26, 2023

Breakthroughs in artificial intelligence (AI) and machine learning (ML) have been in the headlines for months—and for good reason. The emerging and evolving capabilities of this technology promises new business opportunities for customer across all sectors and industries. But the speed of this revolution has made it harder for organizations and consumers to assess what these breakthroughs mean for them specifically.

Best practices 77

Best practices Technology Service level Feedback 77