SharpenCX
JANUARY 22, 2024
Successful agents set customers up to be successful, themselves. We're talking through 13 reasons why agent success matters to your customers.Find out why the success of your contact center agent is important to delivering a positive customer experience.
ShepHyken
JANUARY 22, 2024
Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.
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Callminer
JANUARY 22, 2024
Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.
AWS Machine Learning
JANUARY 22, 2024
Amazon Textract is a machine learning (ML) service that enables automatic extraction of text, handwriting, and data from scanned documents, surpassing traditional optical character recognition (OCR). It can identify, understand, and extract data from tables and forms with remarkable accuracy. Presently, several companies rely on manual extraction methods or basic OCR software, which is tedious and time-consuming, and requires manual configuration that needs updating when the form changes.
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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.
Totango
JANUARY 22, 2024
This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table.
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
JANUARY 22, 2024
Imagine having visibility into the internet—including cloud and service providers—and being able to measure the impact on your applications, services, and users.
Joe Rawlinson
JANUARY 22, 2024
Building local brand awareness is just as important as creating a strong online identity. It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.
Cisco - Contact Center
JANUARY 22, 2024
Are you an Internet Service Provider or local government applying for the Broadband Equity, Access, and Deployment (BEAD) Program to acquire telecommunications equipment, Internet and Wi-Fi… Read more on Cisco Blogs
Global Response
JANUARY 22, 2024
Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing. And it’s not just large companies: In 2023, 90% of small businesses across industries planned to outsource. The global business process outsourcing market is worth more than $260 billion.
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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.
Concentrix
JANUARY 22, 2024
Discover how an automotive manufacturer improved its marketing engagements and response rates with the power of our Marketing Engagement Platform
Global Response
JANUARY 22, 2024
Whether it’s Midge Maisel in The Marvelous Mrs. Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But with the rise of modern technology and the globalization of the workforce, call centers and business process outsourcing (BPO) services look very different today.
TeamSupport
JANUARY 22, 2024
Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.
Integrity Solutions
JANUARY 22, 2024
Trust is the cornerstone of any successful business relationship, and it’s particularly crucial in sales. What is the role of trust in sales? Buyers want to know that they can trust what you’re telling them, that you have their best interests in mind, that you’ll stand behind what your product or service promises to deliver, and that you’ll make things right if any problems do come up.
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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.
Cisco - Contact Center
JANUARY 22, 2024
Last month, Cisco announced we exceeded our ten-year goal to positively impact one billion lives – more than one year early. The 1.
Balto
JANUARY 22, 2024
Artificial intelligence has turned from cutting-edge to table stakes in recent years, but not all AI is created equally. Generative AI can “generate” text or other mediums, like images or sound. In the contact center, generative AI can make after-call summaries, enhance customer service chatbots, and even uncover transformational insights that have significant impacts on your contact center.
CSM Magazine
JANUARY 22, 2024
Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. 1. Increase Responsiveness Your clients want to know that you are as invested in their success as they are. If they send an email or make a call, they expect to receive a response in a reasonable time frame.
Balto
JANUARY 22, 2024
The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. It’s a massive leap forward in the world of Artificial Intelligence and Machine Learning. While the concept of generative AI isn’t really a new thing, the fact that it has become so smart, accessible, and easy to use is why companies are racing to implement it in their arsenals.
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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
JANUARY 22, 2024
Customer service is a crucial aspect of any business, as it can affect customer satisfaction, retention, and loyalty. However, providing high-quality customer service can be challenging, especially in the era of digital transformation, where customers expect fast, personalized, and seamless interactions across multiple channels. To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, l
Balto
JANUARY 22, 2024
Artificial intelligence has turned from cutting-edge to table stakes in recent years, but not all AI is created equally. Generative AI can “generate” text or other mediums, like images or sound. In the contact center, generative AI can make after-call summaries, enhance customer service chatbots, and even uncover transformational insights that have significant impacts on your contact center.
CSM Magazine
JANUARY 22, 2024
In the digital age, a hotel’s homepage often serves as its front desk to the world. It’s where first impressions are formed, and decisions are made. This first digital impression can be as impactful as the first step into a physical hotel lobby. For many potential guests, the experience they have on your website determines whether they’ll book a stay or look elsewhere.
Cisco - Contact Center
JANUARY 22, 2024
The annual Cisco Live Europe event will take place February 5-9, 2024 in Amsterdam.
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!
Help Scout
JANUARY 22, 2024
It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer service satisfaction ratings. Mat discusses small injustices, and how to cope with them.
Cisco - Contact Center
JANUARY 22, 2024
This blog is about Cisco Secure Workload on premises platform hardware updates.
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