Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
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AWS Machine Learning
OCTOBER 31, 2023
This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Additional Schneider Electric experts include Jesse Miller, Somik Chowdhury, Shaswat Babhulgaonkar, David Watkins, Mark Carlson and Barbara Sleczkowski.
NobelBiz
OCTOBER 31, 2023
Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.
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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.
ConvergeOne
OCTOBER 31, 2023
Using data and technology, C1 tackled challenges such as incentivizing customers to order more frequently and improving the curbside pickup experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
OCTOBER 31, 2023
Lumoa Product News for October 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact.
Cisco - Contact Center
OCTOBER 31, 2023
As a partner-led organization, with over 90 percent of our business conducted through Cisco partners, we are thrilled to be part of Microsoft’s new Multiparty Private Offers (MPO) program.
Tethr
OCTOBER 31, 2023
See Tethr's outlook on the complementary relationship between generative AI and conversation intelligence in the contact center.
Cisco - Contact Center
OCTOBER 31, 2023
A new use case in the annual refresh of Cisco Portfolio Explorer for financial services is e-communication compliance. This hot button issue is in the news it seems almost weekly.
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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.
Interaction Metrics
OCTOBER 31, 2023
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely. At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys.
Cisco - Contact Center
OCTOBER 31, 2023
Did you attend or tune-in to WebexOne last week? I hope you are as excited as I am about the innovation taking place.
Avoxi
OCTOBER 31, 2023
Enhance your engagement with expert tips on Local Caller ID. Boost answer rates and build trust effectively. The post Local Caller ID Best Practices appeared first on AVOXI.
Comm100
OCTOBER 31, 2023
While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.
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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.
24-7 InTouch
OCTOBER 31, 2023
Our LIB Campus in Hyderabad has been LEED Platinum certified, which is a rating system for healthy, highly efficient, and cost-saving green buildings. Across the globe, the importance of green initiatives are becoming more prevalent. Our new Hyderabad Campus, commonly known as the LIB Campus, has been LEED (Leadership in Energy and Environmental Design) Platinum certified.
Vistio
OCTOBER 31, 2023
Sometimes it feels like the only constant in the contact center world is change. Whether it's adapting to new technologies, evolving customer expectations, or unforeseen crises, the ability to navigate change can set you and your team apart from all the rest.
Education Services Group
OCTOBER 31, 2023
Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Of course, this is natural and something we should expect from leaders. I mean, why call yourself one if you aren’t actually, you know, leading? But how often do leaders turn around and pause to ask the CSMs reporting to them for their thoughts about how leaders could better enable their success?
LiveVox
OCTOBER 31, 2023
Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth. Embracing innovation as a cornerstone of your CX Visionary banks are propelling customer experiences to new heights […] The post Tech-Forward Banking for 2024: Enhancing Customer Experience And Financi
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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.
CSM Magazine
OCTOBER 31, 2023
In today’s digital age, the role of traditional phone systems might seem to be diminishing, but they remain an integral part of business operations. Effective communication with customers, partners, and within teams hinges on a reliable phone system. However, like all technologies, phone systems can become outdated, affecting productivity and customer experience.
LiveVox
OCTOBER 31, 2023
Debt collection agencies and business process outsourcing (BPO) service providers have always been subject to a particularly rigorous set of compliance requirements. The unprecedented circumstances of 2023, however, have ushered in a new layer of technical and regulatory concerns. Now, in addition to keeping pace with the rapid evolution of technology and staying on top […] The post The Top Challenges for Collections & BPOs in 2024 appeared first on LiveVox.
JustCall
OCTOBER 31, 2023
In a world overrun by tool chaos and scattered information, the battle for productivity and sustainability rages on. Picture this: a universe where every team effortlessly unites their work on a single platform, unlocking instant access to invaluable insights. According to an ESG study, a staggering 44% of organizations have 6 to 10 internal collaboration platforms , and an astonishing 37% use 11 to 20 platforms (ESG: Enterprise Strategy Group).
LiveVox
OCTOBER 31, 2023
Fintech funding set a record in the U.S. in 2024, securing investments of nearly $60 billion. Over the last decade we’ve watched fintech startups grow up before our eyes, evolving from disruptive outsiders to industry mainstays known for their ability to leverage technology to outperform and outpace legacy banking institutions. And yet, the acceleration of […] The post The Top Challenges for Fintechs in 2023/2024 appeared first on LiveVox.
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!
CSM Magazine
OCTOBER 31, 2023
Development is often a complex and multi-layered process, as many steps must be completed to successfully launch a new product. In the case of startups, the development process becomes an even greater challenge since, unlike more traditional companies, startups have less time. This means that the entire project must be carefully planned and understandable to all teams involved to ensure the project gets off the ground.
LiveVox
OCTOBER 31, 2023
At best, you can only make educated guesses about what's in store for the future of retail. Between the ongoing labor shortages, inflation, ongoing pandemic, and the volatility of the stock market, it is hard to predict what’s in store for 2023 retail. One thing is for sure, a retail reset is long overdue and can create a more stable and profitable retailer landscape.
Cisco - Contact Center
OCTOBER 31, 2023
This post was authored by Mira Kohen Morhayim, a recent Persona Audience Marketing Intern on the Customer Solutions Marketing team.
LiveVox
OCTOBER 31, 2023
IVR phone services can have many benefits for companies. When you automate the way your business receives customer phone calls then you can ensure the same level of service for every call. The post Voice IVR in 2024: The Most Common Requests from Customers in 2024 appeared first on LiveVox.
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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.
CSM Magazine
OCTOBER 31, 2023
In the bustling world of casinos, it’s easy to think that the primary focus is on games and entertainment. Slot machines clinking, roulette wheels spinning, and cards being dealt are usually the first images that come to mind. However, if you are truly looking for the best online casino in Canada a crucial component often gets overlooked: customer service.
LiveVox
OCTOBER 31, 2023
Over the last few months, the apparent acceleration in the adoption of cell phone blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more complicated to reach a customer. This, in combination with the fluid regulatory environment spanning the […] The post Guide to Cell Phone Blacklist Compliance (2024 Update) appeared first on LiveVox.
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