Global Response

NOVEMBER 14, 2023

Is your traditional call center still serving your business goals? Many businesses think that they are—until they consider other options. Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. However, modern Contact-Center-as-a-Service models (CCaaS) allow teams to work remotely from anywhere and access all of their call center tools and softw

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Customer Service 385

Customer Service Customer Experience 385

Abby Connect

NOVEMBER 14, 2023

Your call handling matters. How your phones are answered, and your calls are routed will impact your ability to capture new business, retain your clients, and build revenue. There’s nothing worse than a missed call, but a poorly handled one is pretty close.

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AWS Machine Learning

NOVEMBER 14, 2023

In the era of big data and AI, companies are continually seeking ways to use these technologies to gain a competitive edge. One of the hottest areas in AI right now is generative AI, and for good reason. Generative AI offers powerful solutions that push the boundaries of what’s possible in terms of creativity and innovation. At the core of these cutting-edge solutions lies a foundation model (FM), a highly advanced machine learning model that is pre-trained on vast amounts of data.

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Management Best practices APIs Calibration 115

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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

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

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Chief Customer Officer Best practices Feedback Enterprise 97

ConvergeOne

NOVEMBER 14, 2023

In every instance, it was on me to prove that the root cause of the problem was or was not the network. It could take hours to resolve with various tests, phone calls, long hold times with the internet service provider (ISP), and being passed back and forth between Tier I and the transport teams who each pointed fingers at each other or, worse, back at our customer premises hardware connecting their devices.

Transportation 93

Transportation Metrics Personalization Enterprise 93

Upstream Works

NOVEMBER 14, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Reasons Travel Contact Centers Should Adopt Video CX appeared first on Upstream Works.

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Contact Center Management 78

LiveVox

NOVEMBER 14, 2023

Ready to create a holistic view of your customers and drive better engagement with the LiveVox + Jack Henry™ integration? We’re proud to announce that we’ve joined the Jack Henry™™ Vendor Integration Program (VIP). Participation in the program provides LiveVox access to Jack Henry™’s technical resources through an integration with the Symitar® core platform.

CRM 84

CRM Contact Center Customer Experience 84

Upstream Works

NOVEMBER 14, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Spotlight on Video in the Contact Center – Air Travel appeared first on Upstream Works.

Contact Center 78

Contact Center Management 78

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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

Cyara

NOVEMBER 14, 2023

Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets.

Benchmark 76

Benchmark Customer Experience Call Center 76

Cisco - Contact Center

NOVEMBER 14, 2023

Part 5 of the six-part series – The 2023 Global Networking Trends Report series The distributed workforce―and the distributed applications and services they consume―have vastly changed the enterp… Read more on Cisco Blogs

SaaS 87

SaaS Analytics 87

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards. This accolade celebrates SmartAction’s commitment to innovation, excellence, and its significant contributions to the software and technology industry.

Virtual Agent 82

Virtual Agent Contact Center Technology Metrics 82

Cisco - Contact Center

NOVEMBER 14, 2023

In case of disasters, a reliable communication network is critical. The emergency centers need to be able to exchange information to coordinate their response in the field.

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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

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

Chief Customer Officer 62

Chief Customer Officer Best practices Feedback Enterprise 62

Global Response

NOVEMBER 14, 2023

One of the biggest concerns with outsourcing customer service is whether or not agents will be able to speak English well enough to provide effortless and easy communication—and avoid misunderstandings—with customers. While this is obviously essential, what about your customers who don’t speak English as a first language themselves? Not only do these customers have to navigate their questions and concerns, but they generally have to do it in a second or third language, rather than their own nati

Call Center 62

Call Center Bilingual agents outsourcing Telemarketing 62

Cisco - Contact Center

NOVEMBER 14, 2023

2000 partner attendees. 3 humid Miami Beach days. 1 powerful security message.

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Concentrix

NOVEMBER 14, 2023

To keep customers from switching to competitors, brands can create a satisfying CX through hyper-personalization using Adobe products.

Personalization 62

Personalization Technology Management 62

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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

Cisco - Contact Center

NOVEMBER 14, 2023

Financial institutions continue to look for ways to align technology with strategic business goals to improve and better understand customer service, workforce experience and impact of applications… Read more on Cisco Blogs

Technology 83

Technology Customer Service 83

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 52

Comm100

NOVEMBER 14, 2023

In the realm of digital innovation, accessibility is often spotlighted for its impact on end-users, but its significance is just as crucial for the staff operating behind the scenes. Imagine customer service agents – those vital bridges between a company and its customers – grappling with software that ignores their needs. This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users.

Technology 52

Technology Morale Customer Service 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.

Analytics 52

Analytics Contact Center Quality management Management 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

CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. Based in Northern Ireland, EB Gas supplies, fits, and maintains domestic, commercial, and industrial gas equipment across Ireland and the UK. Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobil

Engineering 52

Engineering CRM Finance Accountability 52

Babelforce

NOVEMBER 14, 2023

VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a way for call centers and customer service departments to make sure the more important calls are answered first. VIP call routing works by assigning a priority level to each incoming call based on criteria set by the company.

Call Center 52

Call Center Wait times Call flow CRM 52

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estima

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Average Handle Time Customer centricity Coaching Self service 52

Nuance

NOVEMBER 14, 2023

… Voice biometrics: Five myths that prevent companies from reimagining customer authentication Read More » The post Voice biometrics: Five myths that prevent companies from reimagining customer authentication appeared first on What’s Next blog.

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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

CSM Magazine

NOVEMBER 14, 2023

As we see the significant growth of online casinos in the gaming industry in general and in New Zealand in particular, VIP programs have become an effective tool for boosting player retention. They aim to increase loyalty and maximize customer value. However, managing VIP programs in the best online casinos New Zealand -based can turn out to be an uphill task as they are quite time-consuming, especially when the data base of the venues count hundreds, not to say thousands of visitors.

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Accountability Personalization Management 52

Unymira

NOVEMBER 14, 2023

The use of generative AI is revolutionizing IT. This year's Gartner conference IT Symposium/Xpo™ 2023 was marked by disruptive changes and the era of AI. The entire IT intelligence community gathered for four days in Barcelona under the theme "Unleash possibilities in a world in permanent flux," with over 8,000 participants discussing the future of IT.

Management 52

Management 52

CSM Magazine

NOVEMBER 14, 2023

Do you worry about the impression you are making on your customers? Do you wonder what they think about your business and your customer service? If so, then you probably work hard to make sure that everything about your business is appealing to customers, and you probably assess your customer service interactions to determine if you need to improve or change anything about them.

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Customer Service Sales 52