Vistio

SEPTEMBER 3, 2024

To keep pace with shifting customer expectations to emerging technologies, organizations must foster a culture of continuous learning within their contact centers. This not only helps agents stay updated with the latest industry trends but also empowers them to deliver exceptional customer experiences. Why is continuous learning in contact centers so important?

Contact Center 52

Contact Center Technology Employee engagement Feedback 52

AWS Machine Learning

SEPTEMBER 3, 2024

Harnessing the power of big data has become increasingly critical for businesses looking to gain a competitive edge. From deriving insights to powering generative artificial intelligence (AI) -driven applications, the ability to efficiently process and analyze large datasets is a vital capability. However, managing the complex infrastructure required for big data workloads has traditionally been a significant challenge, often requiring specialized expertise.

Big data 114

Big data Engineering Accountability Real estate 114

NobelBiz

SEPTEMBER 3, 2024

Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function. The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs.

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Call Center Morale First call resolution Abandon Call 93

Helpware

SEPTEMBER 3, 2024

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Cisco - Contact Center

SEPTEMBER 3, 2024

Join KB, Head of Cybersecurity Journalism at KBI.Media, in Cisco Networking Academy's Women Rock-IT webinar this October. Discover how AI is revolutionizing cybersecurity and empowering women in tech.

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Working Solutions

SEPTEMBER 3, 2024

In the digital age, many companies are shifting to online communication as their main customer support channel. While this streamlines operations and cuts costs, eliminating phone support can deeply affect customer relations and business performance. This case study delves into how a prominent budget airline navigated this challenge.

Airlines 52

Airlines Customer Service Customer Support Customer Experience 52

JustCall

SEPTEMBER 3, 2024

“We need to discuss your recent performance.” Imagine you receive this message from HR. We’ve all been there. You craft a perfectly worded email to a client, hit send, and then… anxiety sets in. Did they take it the wrong way? Did my joke land flat? Written communication can be tricky. Without the benefit of facial expressions or vocal tone, a message can be easily misinterpreted.

Best practices 52

Best practices Employee engagement Education Customer retention 52

Working Solutions

SEPTEMBER 3, 2024

Have you ever wondered how to keep up with the fast-paced changes in recruiting customer service talent? As companies adapt to new technologies and shifting work environments, what strategies are essential for attracting and retaining top talent?

Customer Service 52

Customer Service Technology 52

JustCall

SEPTEMBER 3, 2024

With over 8.3 billion active mobile phone subscriptions worldwide and 23 billion texts sent daily, texting has a global impact. People respond to texts faster than calls and emails, opening and reading SMS within three minutes in 90% of cases. Texting is clearly a convenient, quick, and effective communication channel. It is no wonder that businesses today prefer group texting to reach a large audience with minimal effort.

Education 52

Education Best practices Telecommunications Marketing 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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SoliCall

SEPTEMBER 3, 2024

Today people got addicted to cloud services including cloud licensing models. Most software vendors offer their software in a Software As a Service (SAS) model which means that the software that is running locally has to “phone home” (i.e. connect to the vendor’s servers) in order to work. This “E.T. Phone Home” model is great as long as everything works.

Call Center 52

Call Center Service level Technology Contact Center 52

JustCall

SEPTEMBER 3, 2024

You shouldn’t have to spend a fortune on expensive phone bills to reach international customers. And it shouldn’t be a challenge to keep your remote team connected. The truth is that traditional phone systems are a drag. But there’s a solution: VoIP. VoIP texting is the modern equivalent of a digital messenger, delivering your message efficiently and securely over the internet.

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voip Multi-channel support Analytics CRM 52

CSM Magazine

SEPTEMBER 3, 2024

Switching to digital invoices isn’t just about ditching paper. It’s transforming how you connect with customers, bringing convenience and clarity to their experience. You’ll see benefits like real-time tracking and instant delivery at your fingertips. Imagine the time saved when billing becomes as simple as sending a text! This change reduces costs and improves relationships by showing transparency.

Technology 52

Technology Personalization 52

JustCall

SEPTEMBER 3, 2024

Remember how Ross and Chandler’s quest to quit the gym was hilariously foiled by the staff’s relentless determination to keep them as members? Well, what if you didn’t have to go to such extremes to keep your clients coming back? You can now build a strong brand, attract the right customers, and scale your sales sustainably — all without feeling like you’re stuck on an endless treadmill.

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CRM Interactive Voice Response Sales Scripts 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

SQM Group

SEPTEMBER 3, 2024

Explore how WEM might be the key to creating a healthier, more sustainable work environment for call center agents.

Call Center 70

Call Center Management 70

The Petrova Experience

SEPTEMBER 3, 2024

With the World Cup coming to New Jersey and the greater New York area in 2026, the time is now to create positive fan experience moments. The 2026 Soccer World Cup final promises historic attendance. And the recent Paris Olympic Games and Paralympic Games inspire us to think about how to improve fan experience management and leverage CX best practices for experiences of the future.

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Help Scout

SEPTEMBER 3, 2024

Learn how to improve your customer support efficiency and elevate customer experience with the help of AI.

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Customer Support Customer Experience 45