NobelBiz
JANUARY 23, 2024
As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). Customer Support as a Service (CSaaS) is changing the customer interaction game for everyone.
ShepHyken
JANUARY 23, 2024
Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!
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ConvergeOne
JANUARY 23, 2024
With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience. C1 helped Press Ganey drive transformational change with a new digital analytics and reporting platform, cloud infrastructure, and a team of 130 engineers to manage it.
VirtualPBX
JANUARY 23, 2024
Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.
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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.
Cisco - Contact Center
JANUARY 23, 2024
Protecting your organization against cyber threats is a top priority. It’s no secret that data breaches and security vulnerabilities can wreak havoc on businesses.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Interaction Metrics
JANUARY 23, 2024
What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach coverup from Target is $20; a couture gown from Chanel could be $200,000. With customer survey programs, as with dresses, there is an enormous range. Your Typical Customer Survey Program Costs Include: Question Development with Logic Branching The Software Platform Campaign Development (The Messages and Reminders that Invite Users to Take Y
OctopusTech
JANUARY 23, 2024
In the ever-changing landscape of online shopping, strategically launching a robust online store through Magento website development is pivotal. However, the true key to success lies in optimizing your Magento website for search engines. This optimization is the real secret sauce for achieving maximum visibility and attracting organic visitors, ultimately leading to business growth.
Cyara
JANUARY 23, 2024
Discover the pivotal role of proactive number monitoring in enhancing CX and ensuring strong brand reputation.
Cisco - Contact Center
JANUARY 23, 2024
In the ever-evolving landscape of business and technology, the role of digital infrastructure has never been more critical.
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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.
VirtualPBX
JANUARY 23, 2024
Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.
JustCall
JANUARY 23, 2024
Looking to use WhatsApp automation for business? A smart move. In 2022, the number of downloads for WhatsApp Business globally stood at approximately 283.5 million, up by 35% from 2021. In this comprehensive guide, we will look at WhatsApp automation from every angle—understanding its core benefits, how to use it, and best practices to keep in mind when using an automatic WhatsApp message sender.
24-7 InTouch
JANUARY 23, 2024
In recent years, the corporate well-being landscape has undergone significant transformation. Initially, well-being programs focused primarily on physical health as part of employee benefits. However, a shift has occurred in recognizing that well-being includes mental health as well as physical health. What was once considered an additional and even luxury benefit, has now become the expected standard.
JustCall
JANUARY 23, 2024
WhatsApp is a name that is well-known to almost everyone in the world. As per Statista, this app had 2.78 billion active unique users worldwide, making it one of the most widely used instant messaging platforms. But is it purely for personal communication? WhatsApp has also emerged as a popular tool for business communication. It also has a separate tool targeted at businesses called WhatsApp Business.
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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.
Cisco - Contact Center
JANUARY 23, 2024
Cyber security attacks in 2023 reached a new level of sophistication as significant supply chain attacks and evolved malware tools have accelerated the risk facing financial institutions.
JustCall
JANUARY 23, 2024
Handling customer issues is a monumental task that every company faces. With aspects like multichannel support and varied products and services into account, businesses need a streamlined platform to reach customers and address their needs on time. WhatsApp is an ideal channel in the present market, where you can register, track, and resolve customer complaints.
Cisco - Contact Center
JANUARY 23, 2024
Parents with school-aged children have a very cool backstage pass. Well, it’s more like a front-row seat.
JustCall
JANUARY 23, 2024
The WhatsApp Business API allows companies to send messages to initiate conversations with users. Using this feature, you can connect with customers, attract them with your messaging, and keep them informed about deals and offers. A WhatsApp Business template is a perfect way to craft smart texts and responses for common topics of conversation. Keeping templates handy ensures you practice the right forms of interaction and improve your chances of conversions.
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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.
Netomi
JANUARY 23, 2024
In the dynamic world of retail, generative artificial intelligence (AI) has steadily risen to prominence, steering the industry towards unprecedented avenues of innovation and efficiency. Among the various AI technologies, generative AI emerges as a powerhouse, holding a significant role in shaping the modern retail dynamics. A McKinsey survey found that the use of AI has more than doubled in the last five years.
JustCall
JANUARY 23, 2024
A customer service platform is the cornerstone for providing a great customer experience. There are many customer service software out there with a myriad of features. But, it’s more practical to adopt platforms that your customers already prefer. Recently, many organizations have started using WhatsApp for customer support. The app’s prevalence across the globe makes it an ideal platform for reaching out to customers.
Cisco - Contact Center
JANUARY 23, 2024
Digital transformation and the cloud are driving unprecedented innovation and growth.
JustCall
JANUARY 23, 2024
Almost one-fourth of the world’s population—or 2 billion people, to be exact—are on WhatsApp. Moreover, users tend to open the app 23-25x a day: If you want to reach customers instantly and effectively, you need to leverage a WhatsApp marketing platform. In this guide, we will look at seven WhatsApp tools for businesses to manage—and monitor—their business campaigns optimally.
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!
JustCall
JANUARY 23, 2024
What is a WhatsApp Shared Inbox? A WhatsApp Shared Inbox is a virtual space that your team can collectively manage. It consolidates all incoming messages from your business accounts into a single interface. It can show chats, emails, DMs, and even comments from the linked social accounts. This makes it easier for your team to prioritize and assign agents to handle specific customers.
JustCall
JANUARY 23, 2024
If there is one platform that your business cannot miss out on, it has to be WhatsApp. The world’s most-used messenger app, WhatsApp, has over 2 billion monthly active users, outranking its competitors, WeChat (1.3 billion) and Facebook Messenger (930 million). But the crucial question is not whether you should adopt WhatsApp in your business process but how you can do this efficiently.
JustCall
JANUARY 23, 2024
San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support. JustCall equips businesses that rely on customer service as their lifeblood with stronger outbound sales processes, providing agents with the necessary tools
JustCall
JANUARY 23, 2024
Running a business involves a lot of customer-centric activities. After all, your customers are the ones who bring you money, give you recognition, and help you achieve your goals. No matter what type of business you run, keeping customer satisfaction a priority is a fundamental objective. Gone are the days when customers liked to visit physical stores to check out products or call customer support and wait in queues for minor issues.
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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.
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