CCNG
JANUARY 17, 2024
“I hate my job. If they don’t care, why should I?” That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice.
AWS Machine Learning
JANUARY 17, 2024
Geospatial data is data about specific locations on the earth’s surface. It can represent a geographical area as a whole or it can represent an event associated with a geographical area. Analysis of geospatial data is sought after in a few industries. It involves understanding where the data exists from a spatial perspective and why it exists there.
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Nicereply
JANUARY 17, 2024
In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? That’s a remarkable ripple effect that no company can afford to ignore. Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering b
VirtualPBX
JANUARY 17, 2024
Over the holidays, we unveiled our latest game-changing feature — Add-Ons. These power-packed enhancements seamlessly integrate with the VirtualPBX platform, offering users unparalleled flexibility and convenience. With the Starter, Flex, Pro, and Premier plans, admins can enable Add-Ons directly from the dashboard, providing a hassle-free and user-friendly experience.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Cisco - Contact Center
JANUARY 17, 2024
Part 6 of the six-part series – The 2023 Global Networking Trends Report series If you have been reading our blog series around the 2023 Global Networking Trends Report, you may have noticed two rec… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
JANUARY 17, 2024
How can Ansible help people building simulations with Cisco Modeling Labs (CML)?
Nicereply
JANUARY 17, 2024
When you think of the word ‘iconic’, what’s the first thing that comes to mind? For many people, it’s famous logos they see every day. From the golden arches of McDonald’s to the purple camera of Instagram, these logos are well-known all over the world and can be recognized at a glance by anyone who’s used the company’s products before. These kinds of highly iconic logos are the perfect demonstration of what makes branding so powerful.
Cisco - Contact Center
JANUARY 17, 2024
Reflections from the Consumer Electronics Show and predictions for the year in tech At Cisco, we empower people to connect and collaborate with each other from anywhere.
Nicereply
JANUARY 17, 2024
Crafting the right questions is an art. Survey designers must pay close attention to avoid common pitfalls known as a double-barreled question. These types of questions, although well-intentioned, can induce inaccuracy in survey results. In this article, we will explore the definition of a double-barreled question, its problems, and how to steer away from it to ensure your surveys generate reliable and meaningful data.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
VirtualPBX
JANUARY 17, 2024
Over the holidays, we unveiled our latest game-changing feature — Add-Ons. These power-packed enhancements seamlessly integrate with the VirtualPBX platform, offering users unparalleled flexibility and convenience. With the Starter, Flex, Pro, and Premier plans, admins can enable Add-Ons directly from the dashboard, providing a hassle-free and user-friendly experience.
CSM Magazine
JANUARY 17, 2024
Whether yours is a relatively large business or a multinational corporation, you fully understand the impact of video marketing. In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. It tracked current trends in video streaming and how businesses are leveraging this power to capture audience interest, and convert it to revenue.
Injixo
JANUARY 17, 2024
To anyone responsible for planning in a contact center, the return on investment (ROI) of WFM (workforce management) software is so obvious that it doesn't need explaining. Unfortunately, it is often not so obvious to those who are responsible for signing off on the expenditure. That’s why you need a solid business case. The key ingredient of the workforce management business case is the ROI calculation, which quantifies the hard benefits of investing in workforce management software.
CSM Magazine
JANUARY 17, 2024
In today’s fiercely competitive business landscape, establishing a strong brand has become a necessity for businesses of all sizes. A powerful brand sets businesses apart, ignites customer loyalty, and significantly impacts the bottom line. This guide aims to shed light on the complex yet fascinating world of branding, exploring its crucial role in business success, and unveiling key facts that every forward-thinking enterprise should grasp.
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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.
JustCall
JANUARY 17, 2024
What a ride! When we opened shop at JustCall in 2016, we were laser focused on creating something that our customers would truly love. Fast forward seven years, and tons of amazing customer feedback, today we’re trusted by over 6,000 customers based in 80+ countries. I cannot thank our customers and partners enough for being part of this amazing journey.
CSM Magazine
JANUARY 17, 2024
Streaming and on-demand video have been a huge boom over the past few years. There’s a huge amount of audio and video available everywhere now that’s captivating people worldwide. And what do you think? I mean, there’s a demand for fast, accurate translations into many languages. And you know what is happening. These audio and video translation services are doing their job and completely changing the way we talk across cultures.
Hodusoft
JANUARY 17, 2024
Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph.
CSM Magazine
JANUARY 17, 2024
As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations. There’s been plenty of talking points in 2023; with the explosion of generative AI of course being the main one. However, this year we will see some real change in the industry.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Vistio
JANUARY 17, 2024
While customer journey mapping is a strategic investment for contact center management, what factors should you consider before committing resources to the project?
TCN
JANUARY 17, 2024
Running a call center can turn into quite a heavy load. It’s difficult to run. The post How Can I Empower and Monitor My Agents? appeared first on TCN.
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.
AWS Machine Learning
JANUARY 17, 2024
Today, we’re excited to announce the availability of Llama 2 inference and fine-tuning support on AWS Trainium and AWS Inferentia instances in Amazon SageMaker JumpStart. Using AWS Trainium and Inferentia based instances, through SageMaker, can help users lower fine-tuning costs by up to 50%, and lower deployment costs by 4.7x, while lowering per token latency.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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