Beyond Philosophy
OCTOBER 3, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners has a pickle. Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them.
Cisco - Contact Center
OCTOBER 3, 2024
With cyber threats on the rise and the start of Cybersecurity Awareness Month, it couldn’t be a better time to elevate your skill set to meet attacks head-on—and defend, detect, and protect your data and networks.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
AWS Machine Learning
OCTOBER 3, 2024
This post is co-written with Dean Steel and Simon Gatie from Aviva. With a presence in 16 countries and serving over 33 million customers, Aviva is a leading insurance company headquartered in London, UK. With a history dating back to 1696, Aviva is one of the oldest and most established financial services organizations in the world. Aviva’s mission is to help people protect what matters most to them—be it their health, home, family, or financial future.
delighted
OCTOBER 3, 2024
Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive. From artificial intelligence to augmented reality, social media shopping to subscriptions, here are the 10 trends shaping online retail right now: Artificial intelligence is transforming the on
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Bill Quiseng
OCTOBER 3, 2024
In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
24-7 InTouch
OCTOBER 3, 2024
Engaging with online reviews holds immense value for brands to foster connections and establish a positive reputation with their customers. It is through these responses that trust is built, loyalty is nurtured, and authenticity is showcased. However, many brands struggle to keep up with the sheer volume of reviews while maintaining personalization and consistency—critical components of a strong online presence.
Cisco - Contact Center
OCTOBER 3, 2024
See how Cisco's efforts in EMEA are making changes for some people directly affected by the war in Ukraine. Learn more about The Opportunity Platform today!
Outsource Consultants
OCTOBER 3, 2024
Nestled in Central America, Guatemala is a country rich in history, culture, and natural beauty. Bordering Mexico to the north and Belize to the east, Guatemala offers a unique blend of Mayan heritage and Spanish colonial influence. Beyond its cultural significance, Guatemala is emerging as a compelling destination for outsourcing. With a growing pool of skilled talent, competitive labor costs, and a favorable business environment, this Central American nation is attracting the attention of glob
Cisco - Contact Center
OCTOBER 3, 2024
Discover how the University of Western Australia transformed its network infrastructure to enhance student experiences, secure research data, streamline operations, ensure cybersecurity compliance, and promote sustainability amidst unprecedented challenges.
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Help Scout
OCTOBER 3, 2024
Help Scout to expand its reach through TD SYNNEX's extensive global reseller network, making it easier for more businesses to discover and adopt Help Scout's powerful customer communication platform.
Real Blue Sky
OCTOBER 3, 2024
Emotional Agility Series – Part 1 : Impact The Value of Emotional Agility My dad is great to travel with. We were two weeks in on our road trip when we pulled into the big-brand hotel – a special upgrade on this trip. Knowing we were staying two nights, this was our opportunity for hotel laundry. We had planned for this so we could have clean clothes for the remaining 10 days before heading homeward.
Connect
OCTOBER 3, 2024
As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to data confidentiality and operational stability due to potential breaches and data leaks. “While insider threats are an often overlooked aspect of the constantly evolving cybersecurity risk landscape, they pose significant risks to contact centre operators,” says Andy Green, BLOCKPHISH CEO and co-founder.
Injixo
OCTOBER 3, 2024
Call center outsourcing is the practice of engaging an external company to handle contact center or customer support operations on behalf of your business. These companies are known as business process outsourcers (BPOs) or in short, outsourcers. But why should you be interested in hiring the services of an outsourcer? And whats the best way to engage one?
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Calabrio
OCTOBER 3, 2024
Analytics Using data to set goals: Lessons from Klaus Bang, the Danish Viking and WFM ninja Share Klaus Bang, fondly known as the Danish WFM Ninja, has spent years honing his skills in Workforce Management (WFM). As Senior Workforce Manager at Alm. Brand Group , Denmarks second-largest non-life insurance company, Klaus has a knack for using data to set precise goals and enhance contact centre operations.
MiaRec
OCTOBER 3, 2024
With the volume of customer interactions increasing for contact centers, the need for efficient call documentation has never been greater. Automatic call summaries have emerged as a powerful tool to streamline this process, ensuring that key insights are captured without burdening agents with time-consuming notetaking. However, not all auto call summary solutions are created equal.
Calabrio
OCTOBER 3, 2024
Analytics Daten nutzen, um Ziele zu setzen: Lektionen von Klaus Bang, dem dnischen Wikinger und WFM-Ninja Vorsprung Share Klaus Bang, der liebevoll als dnischer WFM-Ninja bezeichnet wird, hat jahrelang an seinen Fhigkeiten im Bereich Workforce Management (WFM) gefeilt. Als Senior Workforce Manager bei Alm. Marke Gruppe Bei der zweitgrten dnischen Nicht-Lebensversicherungsgesellschaft hat Klaus ein Hndchen fr die Nutzung von Daten, um przise Ziele zu setzen und die Ablufe im Kontaktzentrum zu ver
Cisco - Contact Center
OCTOBER 3, 2024
Celebrate Latin and Hispanic Heritage Month with Cisco's inclusive Conexión community.
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Calabrio
OCTOBER 3, 2024
Analytics Utiliser les donnes pour fixer des objectifs : Les leons de Klaus Bang, le Viking danois et ninja du WFM Sautez en avant Share Klaus Bang, plus connu sous le nom de “Ninja danois de la gestion du personnel”, a pass des annes perfectionner ses comptences en matire de gestion du personnel. En tant que gestionnaire principal du personnel Alm.
CSM Magazine
OCTOBER 3, 2024
Every year, the first week of October marks an important celebration that resonates across industries—Customer Service Week. Customer Service Week is a dedicated time for organizations to recognize the critical role that customer service professionals play in improving customer experiences and ensuring business success. This year’s celebration takes place 7 – 11 October It serves as a reminder that exceptional service is not just a department but the heartbeat of any thriving company.
Real Blue Sky
OCTOBER 3, 2024
As business leaders, we have an imperative to deliver customer experiences which make our clients feel like continuing to do business with our brand. How does emotional agility impact customer churn when we or our teams are tone deaf to how the customer feels in the moment? In this Forbes.com Business Council article, our own Bryant Richardson explores the nature of emotional agility and how it impacts customer churn.
CSM Magazine
OCTOBER 3, 2024
Did you know that increasing customer retention rates by just 5% can boost your profits by up to 125%? That’s according to a well-known study by Bain & Company. The significance of cultivating customer relationships becomes very clear when you consider the numbers. Existing customers are worth their weight in gold. So what’s the secret to making this happen?
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
5CA
OCTOBER 3, 2024
As October marks Cybersecurity Awareness Month, it’s the perfect time to dive deeper into the critical issue of remote work environments. With employees spread across the entire globe, 5CA has been at the forefront of a global work-from-home model, making security our top priority. Operating in such a vast and decentralized setup comes with unique challenges, especially since most of our employees rely on personal devices for their day-to-day tasks.
Provide Support
OCTOBER 3, 2024
Training live chat agents to be efficient during chats is not an easy task. However, with powerful live chat service you can train the team of customer service super stars.
Injixo
OCTOBER 3, 2024
Call center outsourcing is the practice of engaging an external company to handle contact center or customer support operations on behalf of your business. These companies are known as business process outsourcers (BPOs) or in short, ‘outsourcers’. But why should you be interested in hiring the services of an outsourcer? And what’s the best way to engage one?
CSM Magazine
OCTOBER 3, 2024
The Philippines’ outsourcing industry, expected to reach $38 billion in revenue this year, is rapidly adopting AI ‘copilots’ to assist human operators in tasks like summarizing customer interactions and providing contextual responses in real time. Despite the industry’s growth, concerns arise over potential job losses as AI technology advances, with estimates suggesting up to 300,000 BPO jobs in the Philippines could be replaced by AI within five years.
Advertisement
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
AWS Machine Learning
OCTOBER 3, 2024
Generative AI models can produce information on a wide range of topics, but their application brings new challenges. These include maintaining relevance, avoiding toxic content, protecting sensitive information like personally identifiable information (PII), and mitigating hallucinations. Although foundation models (FMs) on Amazon Bedrock offer built-in protections, these are often model-specific and might not fully align with an organization’s use cases or responsible AI principles.
AWS Machine Learning
OCTOBER 3, 2024
This post is co-written with Ike Bennion from Visier. Visier’s mission is rooted in the belief that people are the most valuable asset of every organization and that optimizing their potential requires a nuanced understanding of workforce dynamics. Paycor is an example of the many world-leading enterprise people analytics companies that trust and use the Visier platform to process large volumes of data to generate informative analytics and actionable predictive insights.
Expert insights. Personalized for you.
221 
Let's personalize your content