Tethr

FEBRUARY 14, 2024

Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.

Call Center 80

Call Center Metrics Customer Experience 80

CustomerServ

FEBRUARY 14, 2024

Discover key insights on call center agent engagement in the booming BPO industry. Our global study offers valuable feedback for enhancing the agent experience.

Call Center 62

Call Center Feedback 62

CCNG

FEBRUARY 14, 2024

Customers want service when they want it, the way they want it, and in the channel that works for them. In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution?

Contact Center 195

Contact Center At home agents Coaching Management 195

AWS Machine Learning

FEBRUARY 14, 2024

With the advent of generative AI solutions, organizations are finding different ways to apply these technologies to gain edge over their competitors. Intelligent applications, powered by advanced foundation models (FMs) trained on huge datasets, can now understand natural language, interpret meaning and intent, and generate contextually relevant and human-like responses.

Engineering 141

Engineering Chatbots Accountability Enterprise 141

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.

Call Center 105

Call Center Contact Center Management Customer Service 105

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services. From the rise of e-commerce to the influence of social media, the digital realm has transformed how businesses connect with their audience.

Marketing 98

Marketing Engineering industry standards Advertising 98

Cisco - Contact Center

FEBRUARY 14, 2024

Cisco Live EMEA 2024 is now in the books—what an incredible four days! The atmosphere was alive with the anticipation of the innovation and opportunity that lies ahead of us.

Management 90

Management 90

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals.

Customer Service 78

Customer Service Customer Experience 78

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Cyara

FEBRUARY 14, 2024

Imagine this: you’re sitting at your computer, trying to contact support for a technical issue and you’re met with a bot. You roll your eyes, here we go… let’s see if this bot understands my request… lets see if this bot can even connect me with an agent. But not only does this bot understand your request, it seems to understand you on a deeper level, you feel like you are talking with a human support agent, or even chatting with a friend.

Chatbots 76

Chatbots Feedback Technology Customer Service 76

Cisco - Contact Center

FEBRUARY 14, 2024

In the evolving landscape of technology, businesses are navigating through an increasingly complex environment.

Technology 73

Technology 73

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

SaaS 71

SaaS outsourcing Brand ambassadors Contact Center 71

Concentrix

FEBRUARY 14, 2024

Does your business need a digital transformation roadmap? See how we helped a leading insurance company elevate its omnichannel experiences.

Cloud contact 62

Cloud contact Contact Center 62

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

SaaS 62

SaaS outsourcing Brand ambassadors Contact Center 62

Enghouse Interactive

FEBRUARY 14, 2024

Unlock the power of Customer Service Knowledge Management to empower your team and delight your customers.

Management 52

Management Customer Service Customer Experience 52

Amplifai Coaching Category

FEBRUARY 14, 2024

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

Average Handle Time 52

Average Handle Time Call Center Morale Contact Center 52

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. For businesses poised to embark on this transformative journey, the preparation phase is critical. Here’s a comprehensive guide to setting the stage for successful AI integration, ensuring your call center not only adapts to the demands of modern customer service but excels at them.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

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24-7 InTouch

FEBRUARY 14, 2024

At IntouchCX, we are committed to minimizing our environmental footprint and promoting sustainability in all aspects of our operations. In line with this commitment, we have implemented a comprehensive waste management system at our Honduras campuses to encourage recycling practices and reduce waste. Our Waste Disposal Environmental Initiative aims to establish a thorough waste management system that measures, sorts, and recycles solid waste produced by our operations.

Education 52

Education Management 52

CSM Magazine

FEBRUARY 14, 2024

In the always-changing world of sun power, good marketing plans need a lot of knowledge from data and they need to use this information well. As the sun power business grows, using call analysis has become a key way for firms trying to improve their marketing efforts. Call tracking services have changed how solar companies measure if their ads work.

Analytics 52

Analytics Marketing Advertising Sales 52

Zappix

FEBRUARY 14, 2024

BURLINGTON, MASS. (PRWEB) Feb 14, 2024 Zappix , a Digital Patient Engagement Solutions leader, reports significant reductions in no-shows and late cancellations for Gastroenterology and Endoscopy clients utilizing its platform throughout 2023. This resulted in a transformative experience for both healthcare providers and their patients through increased operational efficiency, improved patient access, and optimized engagement.

Healthcare 52

Healthcare Analytics Surveys Marketing 52

TCN

FEBRUARY 14, 2024

Artificial Intelligence is taking call centers by storm, but some still have reservations about how. The post How to Effectively Use AI to Boost Your Call Center’s Customer Service appeared first on TCN.

Customer Service 52

Customer Service Call Center call center software 52

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

Cisco - Contact Center

FEBRUARY 14, 2024

Firewall Logs Integration, Expanded Response Management, and Other Enhancements Secure Network Analytics (SNA) Release 7.5.0 is generally available as of January 22, 2024.

Analytics 50

Analytics Management 50

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Your brand can provide this, too. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? The term “cloud” is often associated with IT, but it’s an important technology in any industry, from healthcare to education — especially when it comes to running a contact center.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Help Scout

FEBRUARY 14, 2024

Beginnings are often fraught: a first day at a new job, a first day at school, even the first time trying to use a new tool. You don’t know where to find anything, the right way to do things, or who you are supposed to talk to.

45

45

AWS Machine Learning

FEBRUARY 14, 2024

Effective self-service options are becoming increasingly critical for contact centers, but implementing them well presents unique challenges. Amazon Lex provides your Amazon Connect contact center with chatbot functionalities such as automatic speech recognition (ASR) and natural language understanding (NLU) capabilities through voice and text channels.

Scripts 128

Scripts Self service Contact Center contact center solutions 128

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

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