OctopusTech
DECEMBER 21, 2023
Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions.
Callminer
DECEMBER 21, 2023
The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.
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TechSee
DECEMBER 21, 2023
The latest technologies, trends & insights about Customer Service & Support of Things, for contact center and field service professionals.
AWS Machine Learning
DECEMBER 21, 2023
Great customer experience provides a competitive edge and helps create brand differentiation. As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth. Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of in
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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
DECEMBER 21, 2023
When you think about software networking, at its core, it has two basic functions: (1) send traffic from A to B as quickly and efficiently as possible, and (2) move traffic from A to B but NOT to X,… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
DECEMBER 21, 2023
Creating an effective AI strategy for your contact center is essential for driving growth and fostering innovation. Artificial intelligence has the potential to improve service delivery, optimize agent performance, and streamline internal processes. However, navigating the rapidly evolving AI environment can be challenging. By Nick Morris, Senior Director of Data Analytics, LiveVox To ensure your […] The post Developing an Agile and Future-Proof AI Strategy for Your Contact Center appeared
Cyara
DECEMBER 21, 2023
Voice over Internet Protocol (VoIP) refers to the process of voice being compressed and then transmitted over the internet to a receiver. At the receiving end it is decompressed back into an audible voice.
Outsource Consultants
DECEMBER 21, 2023
No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. This time of year is crucial for many industries. With spikes in holiday shopping and travel, eCommerce and hospitality sectors see a huge jump in BPO needs. Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next.
Global Response
DECEMBER 21, 2023
Can help desk outsourcing really make a difference on customer satisfaction? Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus o
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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.
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights. In today’s highly competitive business world, the demand for flawless customer support has stimulated transformative advancements.
Global Response
DECEMBER 21, 2023
Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I find a partner that really understands my customers and meets my needs?
Cisco - Contact Center
DECEMBER 21, 2023
The end of the year and the start of the next is always a time of retrospection and celebration.
Global Response
DECEMBER 21, 2023
Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, such as: reduced operating and overhead costs improved service levels more consistent service delivery improved flexibility and scale greater customer satisfaction more
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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.
ChurnZero
DECEMBER 21, 2023
Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you.
Global Response
DECEMBER 21, 2023
As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Is the investment worth it? For many companies, onshoring has a number of benefits compared to offshoring, including: higher levels of collaboration due to more similar time zones easier ability to visit and interact with call center and employees stronger cultural a
Inbenta
DECEMBER 21, 2023
In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. They’ve gone from basic informational interfaces to complex solutions able to communicate with third-party systems. These changes, together with improvements in technology, have had a significant impact on self-service performance. What does this mean for businesses using an advanced, capable chatbot based on conversational AI?
Global Response
DECEMBER 21, 2023
Does customer service really impact how your audience views your brand? According to the data, the answer is very clearly yes. Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service. 83% of consumers say they feel more loyal to brands who quickly resolve their concerns and complaints.
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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.
Inbenta
DECEMBER 21, 2023
DALLAS – August 8, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the launch of an extensive Generative AI integration that will allow companies to develop and organize their content instantaneously, with minimal effort, and in a manner that supports the opportunity for oversight and increased compliance.
Vistio
DECEMBER 21, 2023
In today’s digital age, where automation and AI rapidly transform industries, the human touch remains irreplaceable. This is especially true in the realm of customer service, where call center agents play a pivotal role.
Inbenta
DECEMBER 21, 2023
Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] Generative AI has also been the subject of increasing media and regulatory scrutiny.
CSM Magazine
DECEMBER 21, 2023
Australia has consistently attracted enthusiastic gamblers, especially those fond of engaging in real money pokies. With the continuous evolution of the online gaming scene, players actively search for platforms that not only provide exciting gaming encounters but also guarantee a secure and gratifying atmosphere. Within this article, we examine the criteria that establish the best real money pokies Australia.
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!
Inbenta
DECEMBER 21, 2023
Artificial Intelligence (AI) represents a significant technological advancement that is increasingly becoming a part of our daily lives due to the convenience and improvements it offers. The importance of this new technology across various sectors is undeniable, but it’s equally important to address the ethical and legal challenges it poses. In response to these challenges, on April 21, 2021, the European Commission presented a bill proposing an ambitious legal framework to regulate the us
kommunicate
DECEMBER 21, 2023
Last Updated on December 21, 2023 In the age of empowered customers, delivering exceptional service is no longer optional, it’s the key to driving loyalty and success. When customer service is prioritized, companies enjoy a ton of benefits: more loyal customers, more positive reviews, and more revenue. And that’s why focusing on customer service is [.
Inbenta
DECEMBER 21, 2023
The holidays are synonymous with a massive influx of orders and customer service interactions. To cope with this spike in activity, a number of solutions exist for businesses, including conversational AI — a valuable tool in boosting sales, supporting customer service and improving the overall customer experience. Here are three ways conversational AI can give your business a boost this holiday season. 1.
Cisco - Contact Center
DECEMBER 21, 2023
This year, my family (including the dogs) loaded up the car and drove into the beautiful Oregon mountains to cut down a Christmas tree.
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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.
Inbenta
DECEMBER 21, 2023
DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. Bise will oversee Inbenta’s IT infrastructure and lead the development of new products to further expand Inbenta’s conversational AI platform with GenAI capabilities.
Beyond Philosophy
DECEMBER 21, 2023
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2
Inbenta
DECEMBER 21, 2023
Reduce Costs, Find Efficiencies, and Improve Customer Service with AI Automation AI is set to reshape how businesses communicate and engage with their customers. Beyond monitoring intelligent transactions, managing supply chains and other back-end activities, AI is opening the door to new efficiencies in customer engagement. By leveraging AI to automate responses and complete tasks, businesses can drastically lower the time, cost and effort of handling customer requests.
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