CCNG
OCTOBER 18, 2023
In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.
Bill Quiseng
OCTOBER 18, 2023
QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.
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Totango
OCTOBER 18, 2023
It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.
Tethr
OCTOBER 18, 2023
Learn how your call center can use predictive analytics to keep up with and proactively help your customers.
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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
OCTOBER 18, 2023
Supply chains have become intricate webs of interconnected suppliers, manufacturers, distributors, and consumers who benefit from these associations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
OCTOBER 18, 2023
Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. Zenarate, the leading AI Simulation Training platform for customer-facing agents, today announced a significant expansion in its language capabilities along with new “Deep Insights” reporting for improved agent feedback.
TCN
OCTOBER 18, 2023
UK, London/Midlands, Bucharest, Romania and St. George, Utah, USA – October 18, 2023 – TCN, The post The UK’s Leading Tracing and Debt Collecting Business Signs to Call Centre Software Provider TCN. appeared first on TCN.
Cisco - Contact Center
OCTOBER 18, 2023
In today’s world, there is no shortage of data. So, you’d think that building a sustainable IT infrastructure is easy. Think again!
kommunicate
OCTOBER 18, 2023
Last Updated on October 18, 2023 Ever heard of an Apple user switching to Android? Probably not. Apple users are thoroughly engaged with their Apple products with most of them even serving as unofficial brand ambassadors. This is a great example of product engagement. Product engagement refers to how users interact with a particular product [.] The post 15 Innovative Ways to Use ChatGPT For Product Engagement appeared first on Kommunicate Blog.
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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.
Cisco - Contact Center
OCTOBER 18, 2023
In the past decade, governments and financial institutions have become increasingly targeted by criminal organizations and nation state operators who seek to extort and disrupt key societal functions… Read more on Cisco Blogs
CSM Magazine
OCTOBER 18, 2023
The casino industry has always been at the forefront of delivering exceptional customer service. With the proliferation of casino sites on the internet today, the competition has intensified, making customer service a pivotal differentiator. A study by the University of Sheffield in the UK shows that a negative customer service experience can profoundly harm a company’s reputation.
LiveVox
OCTOBER 18, 2023
The term “technical debt” might seem like just another buzzword, but neglecting this often-overlooked aspect of your contact center operations can have significant real-world consequences and financial implications. Your center relies heavily on various software applications, hardware systems, and infrastructure to handle customer interactions efficiently.
Cisco - Contact Center
OCTOBER 18, 2023
Do consumers today care enough about protecting their privacy that they are willing to act? There was a time — just a few years ago — when consumers felt they had already lost the privacy battle.
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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.
Calltools
OCTOBER 18, 2023
Lead generation is crucial for a successful business as it helps generate and capture interest in a specific product or service. However, the solar industry faces challenges when it comes to contacting leads due to fierce competition and a limited pool of potential leads. Additionally, the solar industry adheres to stricter regulations, requiring a greater focus on compliance.
CSM Magazine
OCTOBER 18, 2023
In the realm of project management, distinguishing between an Enterprise Project Management System and other types of businesses is essential for making informed decisions. Enterprise project management software is tailored to the unique needs of large-scale enterprises, and understanding their differences from other business project management approaches is vital.
Back Office Centers
OCTOBER 18, 2023
As a business owner, you should concentrate on developing or extending your enterprise. You should concentrate on attracting new clients. However, if you still have to handle back office tasks like payroll, hiring, or IT infrastructure as you concentrate on business growth, it may get burdensome. It could be time to think about outsourcing if those tasks are preventing you from completing what you need to be doing.
AWS Machine Learning
OCTOBER 18, 2023
Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.
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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.
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