NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfacti

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Cisco - Contact Center

MARCH 19, 2024

Today, the Federal Communications Commission’s (FCC) Technological Advisory Council (TAC) held its first meeting, with Cisco Senior Director of Technology and Spectrum Policy Bill Davenport serving… Read more on Cisco Blogs

Technology 97

Technology Government 97

ConvergeOne

MARCH 19, 2024

The advent of Generative AI (GenAI) has led to a technological transformation that we have not seen since the birth of the Internet. Its impact on intelligent virtual assistants (IVAs) has been no less profound, significantly expanding the scope of what IVAs can achieve and the impact that they can have across any organization. However, as organizations attempt to implement new GenAI-based IVAs, they are still struggling to effectively deliver AI-based capabilities that result in tangible busine

Finance 97

Finance Enterprise Contact Center Technology 97

AnswerConnect

MARCH 19, 2024

Looking for the USP to differentiate you from your competitors? Discover why 24/7 customer service is crucial to stand out and grow your business in 2024. The post How to grow your business with 24/7 customer service. appeared first on AnswerConnect Blog.

Customer Service 95

Customer Service Answering services Customer Support 95

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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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

MARCH 19, 2024

Zero Trust Network Access (ZTNA) is a critical component to increase productivity and reduce risk in today’s hyper-distributed environments.

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Cisco - Contact Center

MARCH 19, 2024

Have you ever considered pursuing a career in information technology (IT) or IT support but found yourself unsure of where to start?

Technology 98

Technology 98

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

outsourcing 71

outsourcing Customer Care Best practices Management 71

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. With today’s customers more likely to use online tools like Google and social media to access information, an excellent website becomes the key element in bringing in and retaining potential customers. It acts as a very powerful tool to exhibit the products, form confidence, and obtain sales, which are mandatory tools for flourishing businesses.

Consulting 62

Consulting Consulting Engineering Best practices 62

Callminer

MARCH 19, 2024

2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.

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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.

OctopusTech

MARCH 19, 2024

Search engine optimization (SEO) is all about making your website more visible and attractive to users in search engine results pages (SERPs). One powerful SEO technique is using rich snippets, which can significantly improve your click-through rates and drive more organic traffic to your site. But what exactly are rich snippets, and how do they benefit your SEO efforts?

Engineering 62

Engineering Real estate Metrics Management 62

Helpware

MARCH 19, 2024

While cloud-based solutions have been around for quite some time now, (especially for the digital-centered industries), their most recent applications do bring a fresh and innovative conversation to the table.

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Concentrix

MARCH 19, 2024

Join experts at Adobe and Concentrix as they explore the impact of generative AI on marketing and how it can help your marketing and CX teams.

Marketing 62

Marketing 62

CSM Magazine

MARCH 19, 2024

Running a restaurant involves a lot more input than just serving delectable dishes and ensuring the decor is on point. It balances strategy, innovation, and understanding the less-talked-about elements that can make or break your business. Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. But are you aware of the hidden aspects that are crucial for success?

Engineering 52

Engineering Marketing Management Technology 52

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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

Concentrix

MARCH 19, 2024

Discover key components of building a scalable trust and safety practice, including cyber risk assessment, policy development, and more.

Management 62

Management 62

24-7 InTouch

MARCH 19, 2024

With one in ten customer interactions projected to be automated by 2026, the rise of generative AI continues to revolutionize how brands engage with their audience. Developed by OpenAI, ChatGPT is at the forefront of this technology, redefining customer service through machine learning and automation. But what lies beyond the surface of this cutting-edge tool?

Customer Experience 52

Customer Experience Chatbots Technology Personalization 52

CSM Magazine

MARCH 19, 2024

Folk wisdom tells us that you have to spend money to make money. However, we live in a time when this old saying is not necessarily true. Today, multiple apps provide opportunities to earn without making any notable investments. If you are looking for such a way to make some money, Pawns.app , which is itself among the leaders in this regard, has compiled a helpful list of apps that can help you out.

Surveys 52

Surveys Consulting Consulting Accountability 52

Vistio

MARCH 19, 2024

If customers were willing to wait for help indefinitely (which they aren’t…) then we wouldn’t have staffing constraints! But staffing requirements are driven largely by how timely we want to be for our customers.

Best practices 52

Best practices 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

CSM Magazine

MARCH 19, 2024

Job management software provider BigChange used International Women’s Day as a springboard to unveil a series of new awards. Showcasing its commitment to honouring and uplifting the vital role that women play in the field service workforce, the awards serve as a timely reminder that more women are needed in industries such as heating, plumbing and electrical contracting.

Finance 52

Finance Engineering Coaching CRM 52

AnswerConnect

MARCH 19, 2024

Looking for the USP to differentiate you from your competitors? Discover why 24/7 customer service is crucial to stand out and grow your business in 2024. The post How to grow your business with 24/7 customer service. appeared first on AnswerConnect Blog.

Customer Service 52

Customer Service Answering services Customer Support 52

Cisco - Contact Center

MARCH 19, 2024

This post was authored by Inês Lille, a Project Specialist Intern on the Project Support Office EMEA Team. When I started interviewing for Cisco, I was overwhelmed.

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Help Scout

MARCH 19, 2024

It’s time to shift the customer service paradigm again, from “The customer is always right” to “The customer always deserves to be helped.

Customer Service 44

Customer Service 44

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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

5CA

MARCH 19, 2024

There are seismic changes in how games are marketed, how players are retained, and, importantly, how Player Support is evolving.

Marketing 52

Marketing 52

Concentrix

MARCH 19, 2024

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Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” “We may have enough opportunities, but are they large enough in terms of projected revenue? What is our go-get?” “Are we progressing these opportunities through our pipeline process towards close?

Sales 111

Sales Coaching B2B Customer centricity 111

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

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Contact Center Quality management Interactive Voice Response Coaching 74

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

MARCH 19, 2024

Ever noticed how a single negative Google My Business review can unsettle you? It’s a common sentiment among business owners, signaling a need for action. Instead of seeing it as a setback, view it as an insightful feedback loop offering a clear path to enhance your services or products. Imagine converting a dissatisfied customer into a loyal advocate for your brand, simply by addressing their concerns effectively and genuinely.

Construction 52

Construction Feedback Personalization 52

AWS Machine Learning

MARCH 19, 2024

In the evolving landscape of manufacturing, the transformative power of AI and machine learning (ML) is evident, driving a digital revolution that streamlines operations and boosts productivity. However, this progress introduces unique challenges for enterprises navigating data-driven solutions. Industrial facilities grapple with vast volumes of unstructured data, sourced from sensors, telemetry systems, and equipment dispersed across production lines.

Construction 118

Construction Scripts APIs Enterprise 118

AWS Machine Learning

MARCH 19, 2024

Generative language models have proven remarkably skillful at solving logical and analytical natural language processing (NLP) tasks. Furthermore, the use of prompt engineering can notably enhance their performance. For example, chain-of-thought (CoT) is known to improve a model’s capacity for complex multi-step problems. To additionally boost accuracy on tasks that involve reasoning, a self-consistency prompting approach has been suggested, which replaces greedy with stochastic decoding during

APIs 106

APIs Benchmark SaaS Engineering 106