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 139

Engineering Chatbots Accountability Enterprise 139

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

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 89

Management 89

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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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

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 72

Technology 72

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

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

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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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

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

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 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 124

Scripts Self service Contact Center contact center solutions 124

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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