Vistio

SEPTEMBER 9, 2024

Training is vital for the success of any contact center, ensuring that agents are well-equipped to handle a wide variety of customer interactions. But when it comes to classroom training, there is such a thing as too much of a good thing. As supervisors and executives responsible for investing in the right contact center technology and training programs, it’s essential to recognize when more training isn’t translating into better results.

Contact Center 52

Contact Center Coaching Feedback Technology 52

ShepHyken

SEPTEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?

Customer Service 227

Customer Service Contact Center Customer Support Personalization 227

Callminer

SEPTEMBER 9, 2024

CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive CX and overall business value.

182

182

AWS Machine Learning

SEPTEMBER 9, 2024

State-of-the-art generative AI models and high performance computing (HPC) applications are driving the need for unprecedented levels of compute. Customers are pushing the boundaries of these technologies to bring higher fidelity products and experiences to market across industries. The size of large language models (LLMs), as measured by the number of parameters, has grown exponentially in recent years, reflecting a significant trend in the field of AI.

Automotive 110

Automotive Engineering Marketing Enterprise 110

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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

Enghouse Interactive

SEPTEMBER 9, 2024

AI is transforming contact centers by automating customer interactions, enhancing agent productivity, and improving CX. EnghouseAI offers modular solutions for seamless AI integration, optimizing processes, and driving customer satisfaction and retention.

Contact Center 84

Contact Center 84

Interaction Metrics

SEPTEMBER 9, 2024

If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service.

Customer Service 62

Customer Service Advertising Best practices Metrics 62

Cisco - Contact Center

SEPTEMBER 9, 2024

Learn how BT and Cisco's partnership empowers communities through the Cisco Networking Academy, providing free, online courses to help Ukrainian women and other learners develop crucial digital skills and advance their careers.

57

57

24-7 InTouch

SEPTEMBER 9, 2024

Many brands face the challenge of optimizing their customer service, particularly after interactions have taken place. Maintaining high standards for post-interaction tasks can be difficult, especially when agents must manually respond to incoming customer inquiries and troubleshooting requests. Outdated systems and manual workflows often slow things down, increasing response times and human error—directly impacting the customer experience (CX).

Customer Experience 52

Customer Experience CRM Technology Personalization 52

Unymira

SEPTEMBER 9, 2024

When migrating from ECC to RISE with SAP, be aware of the differences associated with the license types. If your ECC roles are non-optimal, mapping to Rise with SAP will incur an average increased cost of 50-150%. This article aims to exemplify all the necessary information that helps decide on the size of license costs in the RISE with SAP model.

Management 52

Management 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

Help Scout

SEPTEMBER 9, 2024

Maximize ROI and boost support efficiency with our guide to AI support metrics.

Metrics 45

Metrics 45

AWS Machine Learning

SEPTEMBER 9, 2024

This post is co-written with Joe Clark from Domo. Data insights are crucial for businesses to enable data-driven decisions, identify trends, and optimize operations. Traditionally, gaining these insights required skilled analysts using specialized tools, which can make the process slow and less accessible. Generative artificial intelligence (AI) has revolutionized this by allowing users to interact with data through natural language queries, providing instant insights and visualizations without

APIs 128

APIs Engineering Telecommunications Enterprise 128

Go Hire- ContactCenter

SEPTEMBER 9, 2024

What Recruiters Should Consider When Hiring People with Hearing Disabilities The workplace is constantly evolving, so recruitment strategies must evolve to meet the ever-changing needs and demands of the job market. In light of ongoing digital transformation, a previous post highlights recruiting automation strategies companies and organizations can utilize for more productive and efficient talent acquisition.

Technology 52

Technology Marketing Accountability Management 52