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.
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.
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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.
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
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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.
Cisco - Contact Center
OCTOBER 3, 2024
Celebrate National Techies Day with Cisco! Discover how our Solution Engineers bridge the gap between cutting-edge technology and real-world needs, sharing their inspiring stories and innovative solutions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
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.
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!
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.
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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.
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.
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.
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.
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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.
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?
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.
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?
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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.
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.
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.
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.
Cisco - Contact Center
OCTOBER 3, 2024
Celebrate Latin and Hispanic Heritage Month with Cisco's inclusive Conexión community.
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!
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.
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