LiveVox

DECEMBER 4, 2023

As contact center leaders, you know that every decision you make comes with a cost – often beyond the initial monetary investment. One of the most important things to consider when implementing contact center software is the concept of technical debt. Technical debt is an ongoing issue that can plague your organization’s IT infrastructure, impact productivity, […] The post Avoiding Technical Debt in the Contact Center: Don’t Borrow From Tomorrow To Meet Today’s Deadlines appeared fir

Contact Center 79

Contact Center Contact center software 79

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.

Personalization 270

Personalization Customer Service 270

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Whether it’s on Facebook, X (formerly Twitter), YouTube, Instagram, or some other public forum, a good public rant is almost sure to get the attention of everyone in the company.

Contact Center 104

Contact Center Self service Accountability Personalization 104

AWS Machine Learning

DECEMBER 4, 2023

This is a guest post co-authored by Nafi Ahmet Turgut, Hasan Burak Yel, and Damla Şentürk from Getir. Established in 2015, Getir has positioned itself as the trailblazer in the sphere of ultrafast grocery delivery. This innovative tech company has revolutionized the last-mile delivery segment with its compelling offering of “groceries in minutes.” With a presence across Turkey, the UK, the Netherlands, Germany, and the United States, Getir has become a multinational force to be reckoned with.

Engineering 120

Engineering Analytics Benchmark Big data 120

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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

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP). In the contemporary corporate landscape, a notable 90 percent of ESG-focused respondents prioritize the environmental aspect, while 52 and 60 percent

Government 105

Government Morale Finance industry standards 105

Cisco - Contact Center

DECEMBER 4, 2023

The 2023 National Cybersecurity Strategy requires acceleration of your agency’s mission to go boldly into the 128-bit address space universe with greater speed and urgency.

Government 98

Government 98

Nuance

DECEMBER 4, 2023

… Intelligent patient experiences, part 5: How strategic is your patient engagement strategy? Read More » The post Intelligent patient experiences, part 5: How strategic is your patient engagement strategy? appeared first on What’s Next blog.

Healthcare 89

Healthcare 89

Cisco - Contact Center

DECEMBER 4, 2023

Predicting the future of new technology is often like gambling. Predicting the future of a massive locomotive on a railway track is quite predictable.

Technology 98

Technology 98

Cyara

DECEMBER 4, 2023

The Open Worldwide Application Security Project (OWASP) recently launched their ‘ Top 10 for Large Language Model (LLM) Applications ’. OWASP is a non-profit organization that offers free and open resources, guidance and best practice insights. Its mission is to assist developers and organizations in safeguarding their web applications, mobile applications and large language models against cyber attacks.

Best practices 76

Best practices Chatbots 76

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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

DMG Consulting

DECEMBER 4, 2023

The future of contact centers There are questions about what will happen to the contact center in 5-10 years. The post The future of contact centers appeared first on DMG Consulting.

Contact Center 62

Contact Center Consulting Consulting 62

TeleDirect

DECEMBER 4, 2023

At TeleDirect, we help businesses across America deliver impeccable customer service. Our team of inbound and outbound call center agents are experts! We become an extension of your team and handle everything related to customer satisfaction, communication and support — while staying true to your unique branding and verbiage. As a BPO contact center, we understand the magic of collaboration.

Customer Service 62

Customer Service APIs call center solutions Contact Center 62

Back Office Centers

DECEMBER 4, 2023

Order processing that is accurate and timely is essential to a successful business. When it comes to eCommerce, this procedure becomes just as crucial as bringing in new clients. Order processing is a business-critical operation, but it is not your primary business, therefore it can be readily outsourced. In addition to the labour arbitrage benefit, Outsource Order Processing Services and enhance customer experience.

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outsourcing Sales Transportation Finance 67

Kapta Customer Success

DECEMBER 4, 2023

Key account management requires a formal process and technology to support it. Learn what account management processes CRM doesn’t support and which software does.

CRM 59

CRM Accountability Management Technology 59

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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

Injixo

DECEMBER 4, 2023

What is 'contact center workforce management' (WFM)? You've probably heard the term many times. But what does it actually mean? How does it fit into the contact center landscape? What are its component parts? And why does it matter? In this post, we're going back to basics to reveal the core elements that make WFM tick and the pivotal role it plays in driving contact center success.

contact center workforce 52

contact center workforce Contact Center Management 52

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Watch the full recording here. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

CSM Magazine

DECEMBER 4, 2023

Whilst confidence in technology is rising, companies have to ensure that they are not caught up in the AI whirlwind and look at alternatives such as intelligent automation. Andrew Linley, Head of Commercial at NGC Networks explains. Artificial Intelligence (AI) has over the past five years become the new buzzword across multiple sectors. Such is the potential for AI to make a real impact for businesses, levels of enthusiasm are increasing all of the time.

Banking 52

Banking First call resolution Consulting Consulting 52

Injixo

DECEMBER 4, 2023

What is 'contact center workforce management' (WFM)? You've probably heard the term many times. But what does it actually mean? How does it fit into the contact center landscape? What are its component parts? And why does it matter? In this post, we're going back to basics to reveal the core elements that make WFM tick and the pivotal role it plays in driving contact center success.

contact center workforce 52

contact center workforce Contact Center Management 52

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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

CSM Magazine

DECEMBER 4, 2023

Selecting the right address for your business is a critical decision that can significantly impact your operations, growth, and success. This choice is more than just a physical location—it’s about aligning your business goals with the neighborhood demographic, local infrastructure, and evolving industrial trends. The process involves meticulous research, careful consideration of various factors such as cost, accessibility, and customer base, as well as long-term strategic planning.

Real estate 52

Real estate Transportation Education Engineering 52

Cisco - Contact Center

DECEMBER 4, 2023

The momentum of Cisco’s Managed Service Provider (MSP) partners is undeniable.

Management 93

Management 93

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. Economies faced tough and confusing times, employment rates were up and down, while consumer and employee expectations continued to rise. At the same time, generative artificial intelligence (AI) captured the world’s attention, the cloud kept growing, technology improved, and companies made real efforts to enhance the customer experience (CX) and, to a lesser degree, the employee experience (EX).

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

Cisco - Contact Center

DECEMBER 4, 2023

Last week, we hosted all the remarkable Cisco Sales Champions who were selected to be a part of 2023 Club Cisco.

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Sales Customer Experience 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

SmartKarrot

DECEMBER 4, 2023

Introduction In this insightful Kaffeine & Karrots conversation, Shivani Chaturvedi, Customer Success Manager at SmartKarrot Inc., sits down with Sana Farooq, Senior Director of Customer Success & UC Irvine CX Advisory Board, to delve into the pivotal role of customer education in achieving success. With over 12 years of experience spanning early-stage to high-growth companies, Sana provides a wealth of knowledge on how customer education intertwines with customer success.

Education 10

Education Management Personalization 10

Cisco - Contact Center

DECEMBER 4, 2023

Securing data in today’s information-saturated, hyperconnected world is not for the faint of heart.

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