Tethr

MAY 29, 2024

Learn how to measure CSAT effectively with traditional methods and discover innovative new approaches to boost your insights.

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83

Bill Quiseng

MAY 29, 2024

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.

Customer Care 158

Customer Care Contact Center Metrics Customer Service 158

AWS Machine Learning

MAY 29, 2024

Large multimodal models (LMMs) integrate multiple data types into a single model. By combining text data with images and other modalities during training, multimodal models such as Claude3, GPT-4V, and Gemini Pro Vision gain more comprehensive understanding and improved ability to process diverse data types. The multimodal approach allows models to handle a wider range of real-world tasks that involve both text and non-text inputs.

Scripts 135

Scripts Healthcare Metrics Finance 135

CSM Magazine

MAY 29, 2024

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

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.

Sales

Cisco - Contact Center

MAY 29, 2024

Cisco Meraki security provides intuitive, cost-effective ways to keep businesses protected.

Technology 88

Technology 88

Cisco - Contact Center

MAY 29, 2024

Introduction to Cisco FTDv partnership with Megaport. Learn how organisations can solve their last-mile network security puzzle with ease.

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CSM Magazine

MAY 29, 2024

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic an

outsourcing 52

outsourcing Technology Analytics Customer Experience 52

Cisco - Contact Center

MAY 29, 2024

Get ready to go beyond and explore new paths to success with partner managed-ready solutions designed to enable greater efficiency, operational scale, innovation, and open new market opportunities!

Management 67

Management Marketing 67

TCN

MAY 29, 2024

Utilities companies face a unique set of challenges when it comes to their call centers. They handle a large influx of calls covering a wide range of issues, from billing inquiries and service outages to meter readings and new account setups. Additionally, when customers call a utility company, they are often frustrated with facing a […] The post Easy-to-Use Communication Tools for Utilities Companies appeared first on TCN.

Call Center 52

Call Center Accountability 52

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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.

Cloud contact

Cisco - Contact Center

MAY 29, 2024

Cisco introduces its first 5G Standalone (SA) fixed wireless access devices, the Meraki MG52 and MG52E. Powered by the Cisco secure networking platform, these devices help businesses scale robust, always-on, 5G-connected experiences to more people and places — without compromising scale and performance.

Wireless 57

Wireless 57

Calltools

MAY 29, 2024

Leaving a voicemail is often a waste of time for sales agents—who would rather connect with leads over the phone and move them through their sales funnels. When used with a predictive dialer , Answering Machine Detection (AMD) might solve this issue. It determines whether a human being or an answering machine picks up a call from your team members. By filtering out voicemails, agents can spend more time on calls answered by humans, improving productivity in your contact center.

Telemarketing 52

Telemarketing Call flow Best practices Contact Center 52

Cisco - Contact Center

MAY 29, 2024

Cisco’s advocacy community, Cisco Insider, brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn from top experts in the field. One of our goals is to deepen our relationships with our customers.

Personalization 52

Personalization Healthcare 52

Hodusoft

MAY 29, 2024

HoduCC’s Auto Dialer Wins Accolades across Leading Platforms When a product or service earns multiple prestigious recognition in quick succession, speaks volumes about its quality, effectiveness, and the value it provides. In the ever-evolving landscape of communication solutions, HoduSoft continues to stand tall as a beacon of excellence. Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

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!

Marketing

Cisco - Contact Center

MAY 29, 2024

We’re thrilled to welcome you to Cisco Live 2024, taking place in Las Vegas from June 2-6, or join us virtually for free! Collaborate with experts and discuss cutting edge trends within manufacturing, utilities, oil and gas, mining, and transportation. Network with thought leaders and gain forward-thinking insights driving your sector forward.

Transportation 52

Transportation 52

Amplifai Coaching Category

MAY 29, 2024

55+ Customer Service Statistics.

Customer Service 40

Customer Service Customer Experience 40

TeamSupport

MAY 29, 2024

In the fall of 2020, POMS Corp., a leader in the manufacturing industry, decided that enough was enough. For years, the POMS support team had battled a ticketing system that seemed to create more problems than it solved. Support requests were frequently buried and lost, only to resurface too late. Some tickets were even left unanswered, leading to unsatisfied customers and frustrated team members.

Customer Support 40

Customer Support Benchmark Customer centricity Metrics 40

Cisco - Contact Center

MAY 29, 2024

Cisco’s Chief People, Policy & Purpose Officer outlines Cisco’s work to champion inclusive futures, promote positive engagement in democratic processes, and advocate for tech policies that will power global progress.

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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.

Wait times