CCNG

OCTOBER 4, 2023

In 1979, a relatively unknown band, The Buggles, released their hit song “Video Killed The Radio Star”. Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). WILL AI KILL THE CX STAR? I THINK NOT. The advent of AI, especially generative AI, has placed the CX world on the very brink of a revolution unlike anything else we have ever seen before… Well, except for process automation… Oh, and the internet… And the PABX

CCNG 195

CCNG Engineering Chatbots Education 195

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 to $5.60.

voip 105

voip Real estate Abandon rate Analytics 105

AWS Machine Learning

OCTOBER 4, 2023

Prior authorization is a crucial process in healthcare that involves the approval of medical treatments or procedures before they are carried out. This process is necessary to ensure that patients receive the right care and that healthcare providers are following the correct procedures. However, prior authorization can be a time-consuming and complex process that requires a lot of paperwork and communication between healthcare providers, insurance companies, and patients.

Healthcare 116

Healthcare APIs Transportation Education 116

Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

Feedback 98

Feedback Customer Experience 98

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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

AWS Machine Learning

OCTOBER 4, 2023

Healthcare and life sciences (HCLS) customers are adopting generative AI as a tool to get more from their data. Use cases include document summarization to help readers focus on key points of a document and transforming unstructured text into standardized formats to highlight important attributes. With unique data formats and strict regulatory requirements, customers are looking for choices to select the most performant and cost-effective model, as well as the ability to perform necessary custom

Healthcare 115

Healthcare Engineering Accountability Management 115

Cisco - Contact Center

OCTOBER 4, 2023

In a panel discussion led by Cisco within the Energy and Transition stream of Climate Week NYC ’s “The Hub Live”, experts explored the topics of “transforming grids globally, and the role of technol… Read more on Cisco Blogs

98

98

SQM Group

OCTOBER 4, 2023

AI can be applied in various ways to automate post-call surveys and integrate with call center Quality Assurance (QA) processes.

Surveys 92

Surveys Call Center 92

Cisco - Contact Center

OCTOBER 4, 2023

The article is co-authored with Jesus Illescas, Cisco Software Engineer The Cisco Code Exchange platform gathers shared code repositories related to Cisco and open-source technologies for security,… Read more on Cisco Blogs

Engineering 98

Engineering Technology 98

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. That’s why every year, the customer service industry celebrates Customer Service Week , pausing to reflect and recognize the tremendous value customer service agents bring to our society.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

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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

Cisco - Contact Center

OCTOBER 4, 2023

Addressing broadband disparities Cisco recently participated in the biannual summit of the National Tribal Telecommunications Association (NTTA) that was held on the lands of the Gila River Indian… Read more on Cisco Blogs

Telecommunications 96

Telecommunications Technology Government 96

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job, but it doesn't have to be. Explore seven ways to create positive environment that promotes customer service as a profession.

Customer Service 67

Customer Service Contact Center Call Center 67

Avoxi

OCTOBER 4, 2023

Guide Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach In today’s highly interconnected world, businesses are facing challenges aligning who they need to contact with the best way to reach them. And part of the problem is a seemingly very simple piece of the puzzle – your business phone numbers. When juggling… The post Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach appeared first on AVOXI.

Best practices 62

Best practices Contact Center 62

Concentrix

OCTOBER 4, 2023

Merit Awards Names Concentrix + Webhelp’s Web3 Wallet and ELLIE Winners of its Annual Technology Awards Location: Newark, CA Date: October, 5th 2023 Concentrix + Webhelp’s Web 3 Wallet and AI solution, ELLIE, have been recognized as winners at the 2023 Merit Awards for Technology in the Metaverse and AI categories, respectively.

Technology 62

Technology 62

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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

CustomerServ

OCTOBER 4, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality.

Call Center 62

Call Center 62

Cisco - Contact Center

OCTOBER 4, 2023

Personalization is critical to a guided customer experience. It helps build trust, foster relationships, and enables a deeper connection with customers.

Personalization 93

Personalization Customer Experience Analytics Management 93

kommunicate

OCTOBER 4, 2023

Last Updated on October 4, 2023 What is Viber? Developed by Rakuten, Japan, Viber is a messaging app that also allows you to make audio and video calls, send voice messages, video messages among others. The app is free to download on the Google Play Store and the App store, and has an estimated user [.] The post How To Integrate Viber Chatbot With Kommunicate – A Step By Step Guide appeared first on Kommunicate Blog.

Chatbots 59

Chatbots 59

CSM Magazine

OCTOBER 4, 2023

Manual certificate management is on its last legs in 2023. Before 2015, IT teams had the luxury of time on their side – once you issued a certificate, you didn’t have to worry about it for the next 5 years. That window was cut short to 3 years in 2015, then 2 years in 2018, and finally to just 13 months in 2020. Now, Google has announced its plans to reduce the validity of SSL/TLS certificates to just 90 days.

Management 59

Management Enterprise SaaS Sales 59

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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

TCN

OCTOBER 4, 2023

TCN, Inc., has announced a new client, a BPO based in Kenya that contacted the. The post Call Center Software Provider TCN In The UK Secures New Client – With Testing To Implementation In Just 24 Hours. appeared first on TCN.

call center software 59

call center software Call Center 59

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement.

Airlines 59

Airlines Banking Transportation Consulting 59

Kapta Customer Success

OCTOBER 4, 2023

How do drive greater team results? Change the way you think about your goals. Learn a different way to think about goals so you can achieve more, faster.

Accountability 59

Accountability Management 59

Working Solutions

OCTOBER 4, 2023

Take advantage of all that your CX tech stack has to offer! Learn how AI-powered virtual assistants, phone systems, and other contact center operations can help you provide better customer service.

Customer Service 52

Customer Service Contact Center Technology 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

JustCall

OCTOBER 4, 2023

Wondering how to stay A2P 10DLC compliant and effectively use SMS to engage with customers? This guide is for you. User protection is the cornerstone of business text messaging today —and this is where 10DLC emerges as the foundation of customer-first new SMS regulations. With SMS open rates as high as 98% , text marketing is incredibly effective. Getting it right is well worth every marketer’s time.

Interactive Voice Response 52

Interactive Voice Response industry standards Government Marketing 52

Working Solutions

OCTOBER 4, 2023

On-demand customer service agents are becoming more and more popular. Hear the facts from expert virtual customer service agents on how to provide high-touch customer care with intelligent agents.

Customer Care 52

Customer Care Customer Service outsourcing Call Center 52

JustCall

OCTOBER 4, 2023

Businesses in the US use application-to-person (A2P) messaging platforms to reach out to their customers via SMS. There are three ways of using these platforms: toll-free numbers, short code numbers, or 10-digit long code numbers (10DLC). In March 2022, major carriers in the US rolled out a policy stating businesses using regular 10-digit numbers that send SMS messages to customers must register these numbers through a national registry called The Campaign Registry (TCR).

APIs 52

APIs Personalization Metrics 52

Working Solutions

OCTOBER 4, 2023

Ready to find out what our clients think of us? Check out this report on Working Solutions' Agent Education Program, Call Center Utilization Rate, Customer Service Level and Net Promoter Score.

Education 52

Education Call Center Service level Customer Service 52

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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

JustCall

OCTOBER 4, 2023

Introduction If you’re running a business, you’ve probably felt the sting of customers leaving, right? It’s a challenge we all face, no matter how big or small a venture is. When customers bid goodbye, it can throw a wrench in our growth and earnings. One powerful solution that businesses can fall back on for customer churn prevention is conversation intelligence.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Calltools

OCTOBER 4, 2023

How busy are your contact center agents during the day? Occupancy rate can provide the answer. It’s a key performance indicator that shows how much time a customer representative spends handling queries. Most contact center managers aim for a 100% occupancy rate – meaning reps spend all their time helping customers rather than waiting for a call.

Contact Center 52

Contact Center Self service Call Center Metrics 52

Cisco - Contact Center

OCTOBER 4, 2023

Driving a sustainability strategy comes with incredible complexity and a spectrum of expectations.

Best practices 83

Best practices Benchmark Government Customer Experience 83