Callminer

NOVEMBER 15, 2023

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Analytics 182

Analytics 182

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Morale 153

Morale Feedback Upselling Surveys 153

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Best practices 115

Best practices Enterprise Feedback Education 115

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all.

Analytics 124

Analytics Interactive Voice Response Average Handle Time Contact Center 124

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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

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Education Coaching Customer Care Customer Service 97

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

Best practices 105

Best practices Customer Support Engineering Analytics 105

AWS Machine Learning

NOVEMBER 15, 2023

Prompt engineering has become an essential skill for anyone working with large language models (LLMs) to generate high-quality and relevant texts. Although text prompt engineering has been widely discussed, visual prompt engineering is an emerging field that requires attention. Visual prompts can include bounding boxes or masks that guide vision models in generating relevant and accurate outputs.

Engineering 115

Engineering APIs Automotive Entertainment 115

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations.

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Self service Virtual Agent Chatbots Analytics 100

AWS Machine Learning

NOVEMBER 15, 2023

AutoML allows you to derive rapid, general insights from your data right at the beginning of a machine learning (ML) project lifecycle. Understanding up front which preprocessing techniques and algorithm types provide best results reduces the time to develop, train, and deploy the right model. It plays a crucial role in every model’s development process and allows data scientists to focus on the most promising ML techniques.

Scripts 112

Scripts Best practices Accountability Engineering 112

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

Call Center 96

Call Center Employee engagement Best practices Contact Center 96

Cisco - Contact Center

NOVEMBER 15, 2023

Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as “ Recommended A… Read more on Cisco Blogs

Analytics 97

Analytics 97

Helpware

NOVEMBER 15, 2023

Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of speaking your customers' languages, and your business will grow. Though this requires resource allocation and expenditure, it can offer a quick payback.

Customer Support 89

Customer Support Marketing Answering services 89

Cisco - Contact Center

NOVEMBER 15, 2023

Last week, I had the pleasure of recognizing the accomplishments of our Learning Partner community and celebrating the 2023 Cisco Learning Partner Award winners.

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

Nuance

NOVEMBER 15, 2023

… Intelligent patient experiences, part 4: How effectively can your clinicians manage patient care? Read More » The post Intelligent patient experiences, part 4: How effectively can your clinicians manage patient care? appeared first on What’s Next blog.

Management 87

Management Healthcare 87

Tethr

NOVEMBER 15, 2023

Learn about the top 4 trends impacting the credit union member experience, including QA automation and voice-of-the-member initiatives.

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Cisco - Contact Center

NOVEMBER 15, 2023

We just wrapped up an amazing few days in Miami Beach at Cisco Partner Summit 2023 , where we had the opportunity to connect, learn, and celebrate all of the amazing things our partners are doing to… Read more on Cisco Blogs

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Avoxi

NOVEMBER 15, 2023

There’s a lot of responsibility managing global voice. Leverage these best practices and turn your international voice solution into a self-sustaining and strategic advantage. The post Nine Best Practices for Managing Global Voice appeared first on AVOXI.

Best practices 62

Best practices Management Contact Center 62

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Cisco - Contact Center

NOVEMBER 15, 2023

After nearly 12 years, I always come away from the annual Cisco Partner Summit event energized and excited.

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IdeasUnlimited

NOVEMBER 15, 2023

In today’s fast-paced business world, staying competitive and efficient is key to success. One way businesses are achieving this is by harnessing the power of virtual assistant services. Whether you’re in real estate, sales, or managing social media, virtual assistants can play a pivotal role in enhancing your productivity and profitability.

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Real estate outsourcing CRM Sales 59

Cisco - Contact Center

NOVEMBER 15, 2023

In cybersecurity, professionals from all walks of life come together to protect sensitive data and share their knowledge with others.

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TCN

NOVEMBER 15, 2023

Automation is transforming businesses and organizations around the globe. Some call centers fear it will. The post 5 Reasons Why Automation is the Secret to Success for Call Centers appeared first on TCN.

Call Center 59

Call Center 59

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Babelforce

NOVEMBER 15, 2023

A grocery chain has become the first in the UK to remove self-service checkouts from most of its stores following customer feedback. This is the latest in a series of businesses (high-street and online) to change the way they use automation, moving away from a one size fits all approach. Booths’ managing director – Nigel Murray – told the BBC : “Our customers have told us this over time, that the self-scan machines that we’ve got in our stores they can be slow, they can be unreliable, they’re ob

Self service 52

Self service Feedback Personalization Customer Service 52

Calltools

NOVEMBER 15, 2023

Following federal regulations for call centers can be difficult, particularly when the rules continually evolve. Remaining compliant with regulations is essential to your company’s success because following the guidelines helps build trust and alleviate consumer skepticism. This diligence protects your business from fines and penalties and can boost your brand’s reputation.

Call Center 52

Call Center Telemarketing Contact Center CRM 52

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Entertainment 45

Entertainment Chatbots Personalization Technology 45

Cisco - Contact Center

NOVEMBER 15, 2023

As the old joke goes. ‘you do it carefully!’ As part of the U.S.

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Government Transportation 73

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Zappix

NOVEMBER 15, 2023

Zappix, a frontrunner in Digital Patient Engagement solutions, proudly announces its latest breakthrough in healthcare technology with seamless integration into a leading Electronic Health Record (EHR) platform.

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Healthcare Technology 40