ShepHyken

APRIL 23, 2024

I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.

Customer Experience 346

Customer Experience Advertising Feedback Engineering 346

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

Marketing 114

Marketing Advertising B2B Analytics 114

AWS Machine Learning

APRIL 23, 2024

Generative artificial intelligence (AI) has gained significant momentum with organizations actively exploring its potential applications. As successful proof-of-concepts transition into production, organizations are increasingly in need of enterprise scalable solutions. However, to unlock the long-term success and viability of these AI-powered solutions, it is crucial to align them with well-established architectural principles.

APIs 128

APIs Enterprise Scripts Accountability 128

AnswerConnect

APRIL 23, 2024

How can a professional answering service help your business? Read on for the top benefits and a real example of how a business used answering services to grow The post The top 11 advantages of using a professional answering service for your business. appeared first on AnswerConnect Blog.

Answering services 98

Answering services Customer Service 98

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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

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Table of Contents What is a Debt Collection Agency and How does it Work?

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ConvergeOne

APRIL 23, 2024

In the ever-evolving landscape of customer service technology, businesses are equipped with an arsenal of tools designed to elevate user experiences and optimize service delivery. Among these tools, Interactive Voice Response (IVR), Virtual Agents (VA) , Agent Assist (AA) , and Intelligent Virtual Assistants (IVAs) are prominent. The introductions of each technology over the years have left us with a confusing array of acronyms making it challenging to understand the differences betwee n each te

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Technology Customer Service 78

Cisco - Contact Center

APRIL 23, 2024

The past few weeks have solidified for me why I came to Cisco (almost a year ago, which is hard to believe).

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98

Helpware

APRIL 23, 2024

Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.

Management 71

Management CRM Enterprise 71

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The annual NFL Draft is always full of intrigue for many reasons. The real-time drama unfolds as teams select what they consider to be the best 256 college football prospects over a three-day period.

Coaching 57

Coaching Sales Accountability CRM 57

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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

Amplifai Coaching Category

APRIL 23, 2024

Everything you need to know about call center productivity - from key productivity metrics to tools and strategies you can leverage to improve productivity. This essential Call Center Productivity Guide was put together by a team of researchers and customer service practitioners with over 25 years of contact center experience, so you know you're in good hands.

Call Center 52

Call Center Metrics Contact Center Customer Service 52

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Customer Support 52

Customer Support Technology Analytics Feedback 52

Cisco - Contact Center

APRIL 23, 2024

With data signals coming from every direction, it’s getting harder to monitor how well your digital infrastructure is (or isn’t) working. In my 17 years at Cisco, I’ve learned a few things.

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CSM Magazine

APRIL 23, 2024

When discussing communication and collaboration tools for businesses, we often encounter the terms “intranet platforms” and “enterprise social networks.” While these terms may appear similar initially, they have characteristics. This article aims to elucidate these disparities by exploring the features of each platform and how businesses can effectively utilize them based on their requirements.

Enterprise 52

Enterprise Management 52

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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

JustCall

APRIL 23, 2024

Thinking of bringing in a predictive dialer for your business? Good call. Not sure what’s the best predictive dialer to invest in? We’ve got you covered! We’ve compiled a list of what we think are some of the top predictive dialers in the market today: in terms of both capabilities and ROI. We’ll also walk you through the most important features you should look for in a predictive dialer from a sales, support, and managerial standpoint.

call center software 52

call center software Sales CRM Analytics 52

Help Scout

APRIL 23, 2024

Learn what service desk software is, why your IT team should make the investment, and a few interesting options if you’re ready to take the next step.

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JustCall

APRIL 23, 2024

‘Auto dialer’ is a broad term for any dialer software that makes calls one at a time. A power dialer is one of two major types of auto dialers. If the auto dialer doesn’t need the salesperson to tell it to dial the next number, it’s a power dialer. If the dialer needs human input to move to the next number, it’s a preview dialer. But we get the confusion — different brands call their dialer products different names without being clear about what the product actually does, and you’re left clueles

B2B 52

B2B Sales CRM APIs 52

TeamSupport

APRIL 23, 2024

When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Amid this tumultuous sea of demands, the siren song of automation calls out – promising a haven of efficiency and tranquility. TeamSupport, with its cutting-edge automation features, emerges as the guiding light for software support teams navigating these treacherous waters.

Customer Support 40

Customer Support Personalization Customer Experience Management 40

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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

AWS Machine Learning

APRIL 23, 2024

We are excited to announce two new capabilities in Amazon SageMaker Studio that will accelerate iterative development for machine learning (ML) practitioners: Local Mode and Docker support. ML model development often involves slow iteration cycles as developers switch between coding, training, and deployment. Each step requires waiting for remote compute resources to start up, which delays validating implementations and getting feedback on changes.

Scripts 121

Scripts Engineering APIs Feedback 121