CCNG

NOVEMBER 27, 2024

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.

CCNG 195

CCNG Employee engagement Call Center Management 195

Callminer

NOVEMBER 27, 2024

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.

Best practices 182

Best practices Call Center Technology 182

TechSee

NOVEMBER 27, 2024

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.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

AWS Machine Learning

NOVEMBER 27, 2024

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.

Engineering 127

Engineering Real estate APIs Construction 127

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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

NOVEMBER 27, 2024

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.

Technology 87

Technology Marketing Customer Experience 87

Cisco - Contact Center

NOVEMBER 27, 2024

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.

Technology 67

Technology 67

AWS Machine Learning

NOVEMBER 27, 2024

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.

Best practices 111

Best practices Engineering APIs Accountability 111

SQM Group

NOVEMBER 27, 2024

A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.

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AWS Machine Learning

NOVEMBER 27, 2024

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.

Engineering 112

Engineering Finance APIs Healthcare 112

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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.

Analytics

Cisco - Contact Center

NOVEMBER 27, 2024

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.

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AWS Machine Learning

NOVEMBER 27, 2024

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.

Enterprise 109

Enterprise APIs Accountability Engineering 109

VirtualPBX

NOVEMBER 27, 2024

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?

Surveys 59

Surveys Personalization Management 59

AWS Machine Learning

NOVEMBER 27, 2024

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.

APIs 107

APIs Enterprise Accountability Banking 107

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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

Help Scout

NOVEMBER 27, 2024

Enhance your AI support with better data quality. Learn key practices to improve accuracy, prevent errors, and deliver a customer-first support experience with AI.

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Connect

NOVEMBER 27, 2024

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

Average Handle Time 52

Average Handle Time Cloud contact Metrics Technology 52

CSM Magazine

NOVEMBER 27, 2024

If you’re searching for the ultimate online pokies real money experience, look no further than Pocket Pokies Casino. Tailored for players who crave thrilling spins, jaw-dropping bonuses, an unbeatable selection of games and excellent customer support, this casino has become a hotspot for pokies enthusiasts. Let’s dive into why Pocket Pokies stands out as a true paradise for real money players Generous Welcome Package That Sets the Stage Kicking things off with style, Pocket Pokies welcomes

Banking 52

Banking Customer Support Management 52

Calltools

NOVEMBER 27, 2024

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.

Management 52

Management Contact Center CRM Sales 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

CSM Magazine

NOVEMBER 27, 2024

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.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

MiaRec

NOVEMBER 27, 2024

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.

Contact Center 52

Contact Center Sales Management 52

CSM Magazine

NOVEMBER 27, 2024

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.

Transportation 52

Transportation Technology Management 52

Hodusoft

NOVEMBER 27, 2024

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.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

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

CSM Magazine

NOVEMBER 27, 2024

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

Engineering 52

Engineering CRM Management Customer Service 52

5CA

NOVEMBER 27, 2024

Balancing automation with human interaction, maintaining CSAT/PSAT scores, retaining VIP customers, managing peak periods, and effective vendor management.

Customer Support 52

Customer Support Management 52

Certified Languages International

NOVEMBER 27, 2024

3 Deadlines Healthcare Entities Must Meet under Section 1557 in 2025 On May 6, 2024, the U.S. Department of Health and Human Services (HHS) published its Final Rule implementing the antidiscrimination provisions under Section 1557 of the Affordable Care Act (ACA). Section 1557 prohibits discrimination on the basis of race, color, national origin, age, disability, or sex in covered health programs or activities.

Healthcare 52

Healthcare Technology 52