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Are Today’s Remote Work Challenges New Issues or Magnified Versions of the Same Culture Issues from the Office? My recent LinkedIn Poll results are telling: Poll Results: Of the 75 people that responded, 68% agree remote work challenges are just magnified versions of the issues that existed in the office already. My Thoughts: These results support my working theory that it’s not necessarily WHERE we work that’s the underlying issue, as much as it is HOW we work together.
Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.
Large language models (LLMs) have witnessed an unprecedented surge in popularity, with customers increasingly using publicly available models such as Llama, Stable Diffusion, and Mistral. Across diverse industries—including healthcare, finance, and marketing—organizations are now engaged in pre-training and fine-tuning these increasingly larger LLMs, which often boast billions of parameters and larger input sequence length.
The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.
Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
What do you think makes the difference between a loyal customer base and a one-time transaction? Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. Think we’re exaggerating? According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising.
Your contact center agents rely on effective lead lists that will connect them to interested consumers. High-quality lead lists, however, take time and maintenance. Data hygiene can make it much easier for contact center managers to clean, prune, and manage lists so their agents can engage leads successfully. Below, you’ll learn more about data hygiene, the role it plays in contact center success, and how live filters can help your contact center reach its goals.
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Your contact center agents rely on effective lead lists that will connect them to interested consumers. High-quality lead lists, however, take time and maintenance. Data hygiene can make it much easier for contact center managers to clean, prune, and manage lists so their agents can engage leads successfully. Below, you’ll learn more about data hygiene, the role it plays in contact center success, and how live filters can help your contact center reach its goals.
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Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. A business can only be successful when a large chunk of its customers return to it—not twice, not thrice, but repeatedly.
Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact. By Ben Ramsdale , Chief Strategy Officer at Connect. From customer satisfaction (CSAT), net promoter score (NPS) and retention statistics to average handling times (AHT), first contact resolution (FCR) rates and customer lifetime value (CLF), these metrics typically emphasise the utilitarian asp
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Explore Cisco Black Belt Distribution Academy's new updates! Enhance your skills with role-based enablement, new content, and a streamlined learning experience, empowering distributors to excel in supporting Cisco technologies.
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Transforming perceptions of tech careers, Cisco and Virgin Media O2 join forces to inspire UK youth, highlighting diverse opportunities and skills development through an impactful event.
Reading Time: 10 minutes Table of contents Understanding seasonal business demand Why seasonal demand can strain in-house call centers Benefits of call center outsourcing for busy seasons How outsourcing enhances customer experience Choosing the right outsourcing partner Implementing outsourcing strategies How ROI CX Solutions handles peak season demand Introduction Whether or not it takes place around the winter holidays or summer vacation, every business has a peak season, so it’s import
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation. As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation.
As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?
Generative AI continues to transform numerous industries and activities, with one such application being the enhancement of chess, a traditional human game, with sophisticated AI and large language models (LLMs). Using the Custom Model Import feature in Amazon Bedrock , you can now create engaging matches between foundation models (FMs) fine-tuned for chess gameplay, combining classical strategy with generative AI capabilities.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?
Generative AI agents are designed to interact with their environment to achieve specific objectives, such as automating repetitive tasks and augmenting human capabilities. By orchestrating multistep workflows that adapt to evolving goals in real time, these agents increase productivity, reduce errors, and deliver more personalized experiences. To manage these complex workflows effectively, agents rely on an orchestration strategy that coordinates interactions with various tools, knowledge source
Are you under a lot of pressure recently to increase revenue? Do you feel like you have to do more with less? As a former contact center manager, I have walked in your shoes and know firsthand what it is like. Not only do you have to run a super-tight ship with dozens of KPIs breathing down your neck, but you also have to keep finding new ways to boost revenue.
Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that best suits your use case. With the Amazon Bedrock serverless experience, you can get started quickly, privately customize FMs with your own data, integrate and deploy them into your application using Amazon Web Services (AWS) tools without having to manage any infrastructure.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Lately, businesses have been on the frontline in fighting for sustainability. To champion this goal, businesses have started to embrace server colocation. It has been among the business’s favourite tactics for minimising environmental effects and enhancing operation efficiency as companies work towards fulfilling sustainability goals. Businesses may reduce carbon emission rates, save on energy and promote green habits through centralising IT infrastructure in a shared building.
Enterprises are facing challenges in accessing their data assets scattered across various sources because of increasing complexities in managing vast amount of data. Traditional search methods often fail to provide comprehensive and contextual results, particularly for unstructured data or complex queries. Search solutions in modern big data management must facilitate efficient and accurate search of enterprise data assets that can adapt to the arrival of new assets.
Commercial heating and plumbing contractor Plumbing & Gas Solutions, is set to save hundreds of pounds a week using BigChange Fuel. Having switched to BigChange, Plumbing & Gas Solutions is now securing lower pence per litre prices every time it fills up its fleet of vehicles. Averaging more than 1,500 litres of fuel consumed each month will save the Milton Keynes-based operation in the region of £7,000 a year. “Looking at the cost effectiveness of our existing fuel card scheme ha
Seamless integration of customer experience, collaboration tools, and relevant data is the foundation for delivering knowledge-based productivity gains. In this post, we show you how to integrate the popular Slack messaging service with AWS generative AI services to build a natural language assistant where business users can ask questions of an unstructured dataset.
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