Tethr

MAY 29, 2024

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

83

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 132

Scripts Healthcare Metrics Finance 132

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

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

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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69

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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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

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

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

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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64

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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