Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use. At Expivia, we emphasize the importance of laying a solid foundation before embarking on the adoption of new tools.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

ShepHyken

FEBRUARY 26, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?

Customer Service 250

Customer Service Customer Experience 250

AWS Machine Learning

FEBRUARY 26, 2024

Large Language Models (LLMs) have revolutionized the field of natural language processing (NLP), improving tasks such as language translation, text summarization, and sentiment analysis. However, as these models continue to grow in size and complexity, monitoring their performance and behavior has become increasingly challenging. Monitoring the performance and behavior of LLMs is a critical task for ensuring their safety and effectiveness.

Metrics 131

Metrics Big data Analytics Engineering 131

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid

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outsourcing contact center solutions Contact Center Business Process Outsourcing 118

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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

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind.

Surveys 99

Surveys Best practices Feedback Personalization 99

Outsource Consultants

FEBRUARY 26, 2024

There’s no substitute for expertise when it comes to thrilling customers. And there’s no shortage of experts at Outsource Consultants., which is why Corey Kotlarz, Founder and President , and Dave LaBatt, Executive BPO Matchmaker , were excited to share their nearly 60 years of collective CX and outsourcing expertise in a recent article published by CXMToday.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Cisco - Contact Center

FEBRUARY 26, 2024

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Comm100

FEBRUARY 26, 2024

Navigating the landscape of American higher education can be both an exciting and daunting journey for prospective students. At the center of this journey lies a crucial metric that can determine a student’s trajectory – American universities’ acceptance rate. American universities’ acceptance rate is a key indicator of two important aspects – competition and reputation.

Education 71

Education Metrics Engineering Marketing 71

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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

Global Response

FEBRUARY 26, 2024

When you need urgent access to care, you need urgent access to care immediately. That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.

Best practices 62

Best practices Call Center Healthcare Education 62

Cisco - Contact Center

FEBRUARY 26, 2024

Looking for a quick and easy solution to lagging 5G monetization? Here’s a hint: it’s not just about the G.

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Kapta Customer Success

FEBRUARY 26, 2024

Client retention as a business growth strategy is increasing in popularity. Learn tactics to give clients what they want so you boost customer retention and lifetime value.

B2B 59

B2B Customer retention Accountability CRM 59

Genroe

FEBRUARY 26, 2024

How to segment NPS feedback for more granular insights, including by customer demographics, behaviour, and purchase history. The post NPS Segmentation Analysis appeared first on Genroe | Customer Experience | Net Promoter Score.

Feedback 52

Feedback Customer Experience 52

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

Abby Connect

FEBRUARY 26, 2024

Abby Connect is a human-first business. We’re dedicated to combining top-notch human customer service with cutting-edge technology to provide your business and your business’ callers with the best possible experiences. We’ve set out to provide a service that’s customizable, proactive, efficient, and high quality. That’s why we built Abby Human Intelligence (AHI).

Technology 52

Technology Customer Service 52

CSM Magazine

FEBRUARY 26, 2024

Trent’s Drains, a provider of 24/7 drainage services, is using BigChange software to jettison inefficient job management and improve productivity. Transitioning to digital working, Trent’s field operatives are using mobile devices synchronised in real-time with the back-office system. Since implementing BigChange the company has seen a tenfold increase in turnover and has doubled its fleet of specialist jetting vehicles.

Engineering 52

Engineering CRM Accountability Management 52

Abby Connect

FEBRUARY 26, 2024

Every Abby customer talks to a real, live, trained receptionist. Our service is fundamentally human. But that doesn’t mean we don’t use smart technology to make your and your caller’s experiences even better. Abby Intelligence is our smart technology feature set, comprised of Abby Human Intelligence (A.H.I) and Abby Artificial Intelligence (A.A.I.) working together.

Technology 52

Technology 52

Cisco - Contact Center

FEBRUARY 26, 2024

If you’ve played in the DevNet Sandbox lately, you probably noticed some changes. Well, it’s a lot more than a repaint. It’s a full forklift upgrade.

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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

Abby Connect

FEBRUARY 26, 2024

Do you ever wish you could get an easy “vibe check” with your call records? Maybe you’re on the run or in a meeting, and you don’t have time to read a transcript or summary.

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