CCNG

NOVEMBER 1, 2023

WFM teams can be, and should be, part of the strategic planning process. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Regardless of who doesn’t get it, we believe that WFM teams are critical to the success of every organization because of their added value to the strategic planning process.

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CCNG Analytics Employee engagement Contact Center 195

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

AWS Machine Learning

NOVEMBER 1, 2023

Today, personally identifiable information (PII) is everywhere. PII is in emails, slack messages, videos, PDFs, and so on. It refers to any data or information that can be used to identify a specific individual. PII is sensitive in nature and includes various types of personal data, such as name, contact information, identification numbers, financial information, medical information, biometric data, date of birth, and so on.

APIs 113

APIs Government Engineering Telecommunications 113

Integrity Solutions

NOVEMBER 1, 2023

We often talk about learning as a journey. We talk about success as never-ending. We acknowledge that habits require time to take hold and that progress, like a stock market chart, is never linear. So when it comes to maintaining sales motivation, do you have the discipline and perspective to maintain focus on progress? Do we actually have the patience for it?

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Sales Coaching Construction Employee engagement 92

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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

SQM Group

NOVEMBER 1, 2023

Learn to support vulnerable customers effectively. Understand their unique needs and provide compassionate assistance for a better customer experience.

Call Center 95

Call Center Customer Experience 95

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious.

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Contact Center Virtual Agent Interactive Voice Response Chatbots 66

Cisco - Contact Center

NOVEMBER 1, 2023

In just a few days, we will all be together for Cisco Partner Summit 2023, at the Miami Beach Convention Center, November 6-9, 2023.

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Concentrix

NOVEMBER 1, 2023

Read how an insurance leader navigated a world of risk to embrace new customer experience solutions to achieve its cost savings and customer experience goals.

Customer Experience 62

Customer Experience Contact Center Technology 62

Cisco - Contact Center

NOVEMBER 1, 2023

Ransomware on the rise We’d all like ransomware to be defeated so we can go about our business. That day is not coming in the near future.

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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

TCN

NOVEMBER 1, 2023

ST. GEORGE, Utah – November 1, 2023 – TCN, Inc., a global provider of a. The post TCN Named a 2023 Top Workplace by The Salt Lake Tribune for the Third Year in a Row appeared first on TCN.

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Cisco - Contact Center

NOVEMBER 1, 2023

Co-authored by Morgan Bright Bringing in the New Urban Era: SCEWC23 The new normal is upon us, and an inclusive future is no longer just a utopian dream; the new urban era is here, and the importance… Read more on Cisco Blogs

Government 84

Government 84

Back Office Centers

NOVEMBER 1, 2023

Managing a profitable company is no joke! Every organization has ups and downs due to a variety of circumstances. To be honest, managing each procedure takes a team effort and professional guidance. Some jobs are simple to assign to a third party Order Processing Services. Also, this will free up some of your precious time. Every business wants to establish fruitful ties with its customers.

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outsourcing Sales Management Marketing 61

FluentStream

NOVEMBER 1, 2023

Franchise owners wear many hats, especially when they’re just starting out. When choosing suppliers and partners, they need solutions that are easy to implement and adopt, and ready to scale as they add headcount and locations. FluentStream aims to make. Read More The post Fluent in Franchises: How FluentStream’s Cloud-Hosted Solution Elevates Small Business Communication appeared first on FluentStream.

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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.

Contact Center

Calltools

NOVEMBER 1, 2023

Choosing the right digital tools can improve outcomes in your contact center. However, integrating new technologies with your existing software can make you even more successful. Incorporating a dialer into your customer relationship system (CRM), for example, will streamline tasks for sales reps and improve the customer experience. An integrated CRM dialer can provide myriad benefits for your contact center.

CRM 52

CRM Sales Customer Experience Contact Center 52

Helpware

NOVEMBER 1, 2023

Outsourcing for startups has become an effective approach especially for those aiming to focus on core businesses and their primary tasks, all while preserving flexibility and cost efficiency. While external hiring was once seen as a privilege only big companies could afford, startups today understand the positive aspects of tapping into external proficiency for vital business operations.

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outsourcing 52

Ann Michaels and Associates

NOVEMBER 1, 2023

Mystery shopping and overt operational audits are two different approaches used by businesses to assess and improve their operations, especially in the context of customer service and retail environments. We discussed Brand Audits in a previous blog, which is another type of overt audit. Brand audits are designed to protect brand image in the context of the physical sales environment.

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Analytics Sales Customer Experience Customer Service 52

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option. That’s why I am delighted to confirm that in 2024, Sabio – alongside our partners, and industry leaders – will once again be providing the platform to address those challenges following the news that our Disrupt event will be returning to London in

Customer Experience 52

Customer Experience Journey mapping CRM Analytics 52

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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

FluentStream

NOVEMBER 1, 2023

Franchise owners wear many hats, especially when they’re just starting out. When choosing suppliers and partners, they need solutions that are easy to implement and adopt, and ready to scale as they add headcount and locations. FluentStream aims to make. Read More The post Fluent in Franchises: How FluentStream’s Cloud-Hosted Solution Elevates Small Business Communication appeared first on FluentStream.

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Zappix

NOVEMBER 1, 2023

In the rapidly evolving landscape of healthcare, the role of administrative staff is more critical than ever. Yet, the burden of administrative tasks often leads.

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Healthcare 40

AWS Machine Learning

NOVEMBER 1, 2023

Visual language processing (VLP) is at the forefront of generative AI, driving advancements in multimodal learning that encompasses language intelligence, vision understanding, and processing. Combined with large language models (LLM) and Contrastive Language-Image Pre-Training (CLIP) trained with a large quantity of multimodality data, visual language models (VLMs) are particularly adept at tasks like image captioning, object detection and segmentation, and visual question answering.

APIs 118

APIs Engineering Construction Scripts 118