CCNG

OCTOBER 2, 2024

Discover how poorly managed contact center QA programs can lead to significant fines and legal actions. This article is the second in a series exploring the risks of substandard contact center QA practices. Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business As a Contact Center Quality Leader in a regulated industry, I quickly learned to appreciate the extensive reach of the law.

Contact Center 195

Contact Center CCNG Healthcare Banking 195

TechSee

OCTOBER 2, 2024

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

Chatbots 109

Chatbots Scripts Enterprise Technology 109

Joe Rawlinson

OCTOBER 2, 2024

You provide company cars to employees for a specific reason: they should use the vehicles to complete the required work tasks. For example, you run a delivery business, and you provide cars, vans, and trucks for drivers to load up and take orders to customers. You could also have some company cars for people to drive to meetings as a way of keeping up appearances.

Personalization 78

Personalization Best practices Surveys Technology 78

Cisco - Contact Center

OCTOBER 2, 2024

With effective monitoring into endpoint activity, threats to the network can be detected and neutralized before causing extensive damage.

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

CSM Magazine

OCTOBER 2, 2024

The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening worker protections and enhancing employee welfare across various industries. Jim Fleming of Sabio Group, investigates. The bill proposes significant reforms in areas such as job security, flexible working, pay transparency, and union rights. These changes will inevitably have a profound impact on workforce planning , particularly in contact centres, where labour management is a critical component of

Morale 52

Morale Government Advertising Employee engagement 52

Calltools

OCTOBER 2, 2024

Offering a great customer experience (CX) is a key for any successful business. But delivering excellent CX can be challenging and costly. For call centers, it takes ongoing tool evaluations, training programs, and fine-tuned processes to deliver a fantastic experience for customers while keeping expenses low and staff spirits high. So, how can you guarantee customer satisfaction at the end of every call?

Call Center 52

Call Center Customer Experience Interactive Voice Response Average Handle Time 52

TCN

OCTOBER 2, 2024

With so many distractions in today’s contact center environment, the already-difficult challenge of maintaining agent engagement and efficiency has grown all the more difficult. But without engaged agents, both your customer satisfaction and your overall business success can suffer. But the good news is there are strategies to keep your contact center agents motivated, supported […] The post How to Keep Your Contact Center Agents Engaged and Efficient appeared first on TCN.

Contact Center 52

Contact Center Analytics 52

Nicereply

OCTOBER 2, 2024

You just finished a job interview and you’re wondering whether you should send a thank-you email now. Generally speaking, it’s a good idea to send a short thank-you email and express your appreciation. This shows you’re a nice person and you value other people. But your thank-you email could serve other functions in addition to showing appreciation.

Education 52

Education Construction Benchmark Sales 52

CSM Magazine

OCTOBER 2, 2024

Mardon Group, national suppliers of waste and recycling equipment, has equipped field service engineers with mobile devices that synchronise in real time with the office. The mobile app is part of a new system from BigChange that is reducing routine administration, improving customer service, and achieving new health and safety measures. Since adopting the 6-in-1 cloud based system, Mardon has saved around 8 days a month by automating its service schedule and has boosted customer correspondence

Management 52

Management Engineering CRM Finance 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

Concentrix

OCTOBER 2, 2024

Web Summit 2024 Are you ready for the tech event of the year? Visit Us at Stand 0404-16, FIL1 Pavilion 1 November 11-14, 2024 MEO Arena, Lisbon Are you ready for the tech event of the year?

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SQM Group

OCTOBER 2, 2024

7 actionable tips to boost the competency of your call center agents.

Call Center 74

Call Center 74

Concentrix

OCTOBER 2, 2024

Web Summit 2024 Are you ready for the tech event of the year? Visit Us at Stand 0404-16, FIL1 < Back RESERVE YOUR SPOT “Into the Future” Exclusive Event Av. Mediterrâneo 1, 1990-203 Lisboa, Portugal | November 13th 5:30pm-7:30pm CET Don’t miss your chance to register for our exclusive “Into the Future” event!

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Cisco - Contact Center

OCTOBER 2, 2024

Integrating security into the DevOps lifecycle is essential for building secure, scalable systems. By embedding security early on, teams can mitigate risks, enhance efficiency, and ensure compliance throughout development and deployment.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Concentrix

OCTOBER 2, 2024

Future of Sales Summit The Ultimate Event for Industry Leaders Register Now December 4-5 Nashville, TN Join Concentrix B2B Sales Conference for actionable insights from industry experts, engaging peer discussions, and strategies to drive success. Shape Tomorrow’s Sales Today! Imagine driving change, not only reacting to it.

Sales 48

Sales B2B 48

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. For example, an AI assistant for employee onboarding could use what it knows about an employee’s work location, department, or job title to provide information that is more relevant to the employee.

Personalization 93

Personalization APIs Enterprise Entertainment 93

Certified Languages International

OCTOBER 2, 2024

Communicating with customers and patients who speak a language other than English presents a daily challenge for a lot of people in the U.S. This is especially true in real-time conversations, when accuracy, speed, and clarity are essential, like in healthcare. Recent advancements in AI have led to a flood of AI-generated translation devices on the market claiming to do marvelous, near error-free work.

Healthcare 52

Healthcare Wait times Personalization Marketing 52

AWS Machine Learning

OCTOBER 2, 2024

Large enterprises are building strategies to harness the power of generative AI across their organizations. However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level.

Government 91

Government APIs Enterprise Best practices 91

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Advantage Communications

OCTOBER 2, 2024

For many businesses, especially in industries like retail, e-commerce , and customer service , seasonal peaks are critical to their yearly success. Whether it's the holiday shopping rush, back-to-school, or special promotional periods like Black Fridays, handling the surge in demand effectively can make or break a company’s profitability. Planning ahead for the holiday rush is essential to avoid any delays and maintain customer satisfaction.

Customer Experience 52

Customer Experience Customer Service outsourcing 52

AWS Machine Learning

OCTOBER 2, 2024

Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure.

Best practices 67

Best practices APIs Metrics Accountability 67

AWS Machine Learning

OCTOBER 2, 2024

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Adrian Boeh, Senior Data Scientist – NAM AI, from Schneider Electric. Schneider Electric is a global leader in the digital transformation of energy management and automation. The company specializes in providing integrated solutions that make energy safe, reliable, efficient, and sustainable.

Engineering 71

Engineering APIs Sales Technology 71