SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider. In this incident with Air Canada , a customer seeking a bereavement discount for his flight, was informed by the airline’s chatbot that he could apply fo

Chatbots 91

Chatbots Airlines Self service Technology 91

Beyond Philosophy

FEBRUARY 22, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

Morale 195

Morale Personalization Education Sales 195

Ambs Call Center

FEBRUARY 22, 2024

In the fast-paced world of healthcare, having a reliable physician answering service is crucial. Whether you’re a physician, run a medical office, or manage a healthcare facility, finding the right answering service can make all the difference. “But there’s so many medical answering services! Which do I pick?

Answering services 90

Answering services Healthcare Management 90

Cisco - Contact Center

FEBRUARY 22, 2024

ZTNA hasn’t delivered on the full promise of zero trust Zero Trust has been all the rage for several years; it states, “never trust, always verify” and assumes every attempt to access the network or a… Read more on Cisco Blogs

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Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. Assurance, according to the Merriam-Webster dictionary , can be described as “ a being certain in the mind ” or “ confidence of mind or manner ”.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

outsourcing 71

outsourcing Customer Care Entertainment Government 71

Cisco - Contact Center

FEBRUARY 22, 2024

Turn cloud native chaos into business context Considering that more than 90% of organizations leveraging public clouds are moving to a multi cloud strategy Cisco Observability Platform [1] promises… Read more on Cisco Blogs

APIs 68

APIs 68

Helpware

FEBRUARY 22, 2024

Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of collaboration, where certain tasks and processes are delegated to another company under agreed terms. It can bring efficiency and competitive advantage to your business.

outsourcing 62

outsourcing Business Process Outsourcing 62

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

outsourcing 62

outsourcing Customer Care Entertainment Government 62

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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

FEBRUARY 22, 2024

The Catalyst IR8140 Heavy Duty Series Router will be Cisco’s first router to support n ew Capabilities for FAN 1.1. to meet increasing digitization needs.

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Ambs Call Center

FEBRUARY 22, 2024

In the fast-paced world of healthcare, having a reliable physician answering service is crucial. Whether you’re a physician, run a medical office, or manage a healthcare facility, finding the right answering service can make all the difference. “But there’s so many medical answering services! Which do I pick?

Answering services 52

Answering services Healthcare Management 52

Cisco - Contact Center

FEBRUARY 22, 2024

On Sunday, February 11, over 160 million viewers from around the globe watched Super Bowl LVIII, making it one of the most viewed annual sporting events.

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CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example: 1.

Customer Service 52

Customer Service Feedback Customer centricity Best practices 52

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Cisco - Contact Center

FEBRUARY 22, 2024

We had the honor of setting the stage at Cisco Live EMEA, where we proudly showcased our strategic partnership between Cisco and IBM during the PSOCX-1756 session.

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Hodusoft

FEBRUARY 22, 2024

The Future of Communications: How IP PBX is Transforming the Landscape for MSPs “After all, it’s the future of business communication that we’re looking toward.” What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs).

outsourcing 52

outsourcing Analytics Technology Finance 52

Cisco - Contact Center

FEBRUARY 22, 2024

Health Rules and Cisco Cloud Observability APIs Applications are the face of an organization, and we are entering the new age of application observability.

APIs 52

APIs 52

CSM Magazine

FEBRUARY 22, 2024

In the past couple of years, LinkedIn has been considered one of the prime platforms for changing the way businesses used to function. From freelancers, big sized companies, entrepreneurs everybody wants to be seen on LinkedIn to ensure that their marketing and sales efforts are worthwhile. But it is not possible for a human to handle all these tedious tasks by themselves.

Accountability 52

Accountability Sales Analytics Enterprise 52

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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

FEBRUARY 22, 2024

Anomaly Detection and Cisco Cloud Observability APIs In the Part 1 blog [1], we talked about the importance of application observability and how the application stack is more complex than ever with… Read more on Cisco Blogs

APIs 52

APIs 52

Help Scout

FEBRUARY 22, 2024

Learn about the role of AI for healthcare and what it means for patient care, diagnostics, and administrative tasks and how best to implement it.

Healthcare 45

Healthcare 45

Cisco - Contact Center

FEBRUARY 22, 2024

A defense-in-depth strategy is one that protects organizations from attacks that bypass the first layer of security controls.

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TeamSupport

FEBRUARY 22, 2024

In today's fast-paced business environment, productivity is the name of the game. Companies are always on the lookout for ways to streamline processes, improve efficiency, and ultimately drive growth. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

Customer centricity 40

Customer centricity Self service Customer Support Chatbots 40

Advertiser: ZoomInfo

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

Sales

Cisco - Contact Center

FEBRUARY 22, 2024

Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.

Enterprise 43

Enterprise Technology Customer Experience 43

ChurnZero

FEBRUARY 22, 2024

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite. As ChurnZero’s first customer marketing manager, I should know.

Marketing 52

Marketing Customer centricity B2B SaaS 52