CCNG
JUNE 12, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.
Bill Quiseng
JUNE 12, 2024
Mission statements don’t enthuse people to engage and WOW customers. Passion statements do. In the spirit of paying it forward, I offer you this OUR PASSION STATEMENT First, we will be best for our customers. Then we will be first among our competitors. Let’s not serve to satisfy our customers. Satisfied customers feel that their experience is good, not better, just average.
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AWS Machine Learning
JUNE 12, 2024
Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.
VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
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.
AWS Machine Learning
JUNE 12, 2024
In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
JUNE 12, 2024
Photo by Zbynek Burival on Unsplash Time series forecasting is a specific machine learning (ML) discipline that enables organizations to make informed planning decisions. The main idea is to supply historic data to an ML algorithm that can identify patterns from the past and then use those patterns to estimate likely values about unseen periods in the future.
SQM Group
JUNE 12, 2024
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Upstream Works
JUNE 12, 2024
Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.
Tethr
JUNE 12, 2024
See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.
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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
JUNE 12, 2024
Whether enabling the season’s biggest tournaments with top-tier technology or supporting the sport’s biggest stars like Nelly Korda, 2024 has seen Cisco continue to tee up opportunity across golf.
Helpware
JUNE 12, 2024
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.
Cisco - Contact Center
JUNE 12, 2024
Learn more about Cisco ISE 3.4 announcement and Common Policy.
VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
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.
Cisco - Contact Center
JUNE 12, 2024
For Cisco, the first few weeks of summer often bring exciting new announcements delivered at Cisco Live. This year has been no different with the multiple investments made to integrate AI into our solutions, partnerships with Microsoft and Google, and simplification across the architectures.
ChurnZero
JUNE 12, 2024
Will your customer success team see further cuts this year? How can CS leaders prove the viability of CS as a business function? And just how much more efficient are AI-equipped CSMs expected to be? Take a mid-2024 dive into these hot CS topics with ChurnZero CEO You Mon Tsang , who recently joined ESG’s Michael Harnum , and Melissa Langworthy for an in-depth discussion on how to retain and grow customers this year and beyond.
Certified Languages International
JUNE 12, 2024
This year, Certification Commission for Healthcare Interpreters (CCHI) celebrates a special anniversary — their quinceañera. For 15 years, they’ve been certifying medical interpreters. To mark this milestone, we spoke with Jorge Ungo, CCHI’s language access advocate (and all-around swell individual). Our conversation covered CCHI’s evolution, including the introduction of the ETOE exam, their second annual summit, and their efforts to unite the language access community.
Cisco - Contact Center
JUNE 12, 2024
The SEAT Conference is fast approaching, and it promises to be an invaluable event for professionals in sports, media, and entertainment. We are excited to announce that Cisco will be in attendance, bringing our expertise and innovations to the forefront.
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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.
TCN
JUNE 12, 2024
While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?
Calltools
JUNE 12, 2024
Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.
CSM Magazine
JUNE 12, 2024
Accidents can be overwhelming and disorienting, but knowing the right steps to take immediately can make all the difference. This guide is going to walk you through essential actions to protect your safety, secure help, and gather necessary information. Stay calm and prepared to handle any unforeseen incident with confidence and clarity. Get Medical Attention Seeking medical attention after an accident is crucial, even if you feel fine initially.
Hodusoft
JUNE 12, 2024
How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b
Advertiser: ZoomInfo
Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.
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