CCNG

JUNE 26, 2024

Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.

CCNG 195

CCNG Feedback Employee engagement Consulting 195

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

Customer Experience 174

Customer Experience Customer Care Personalization Customer Service 174

AWS Machine Learning

JUNE 26, 2024

This post is a follow-up to Generative AI and multi-modal agents in AWS: The key to unlocking new value in financial markets. This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.

APIs 124

APIs Engineering Marketing Enterprise 124

VirtualPBX

JUNE 26, 2024

When deciding how to launch your small business, the conversation of LLC vs sole proprietor likely comes up in many arenas. From startup costs and taxes, to liability and access to capital, there are pros and cons to both avenues. Taxes as well as startup costs also vary by location. Business texting for LLCs vs sole proprietors is also a little different.

Education 105

Education Personalization Surveys Sales 105

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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

AWS Machine Learning

JUNE 26, 2024

Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. For derivative trades, it’s even more challenging. The timely settlement of derivative trades is an onerous task. This is because trades involve different counterparties and there is a high degree of variation among documents containing commercial terms (such as trade date, value date, and counterparties).

Marketing 114

Marketing APIs Banking Entertainment 114

Cisco - Contact Center

JUNE 26, 2024

AI is changing the way we engage data in industrial operations, and choosing the right model for your desired result is critically important.

Transportation 105

Transportation 105

Momentum Telecom

JUNE 26, 2024

Do you want to know the basics of a PSTN? There are several key points you should know if you’re going to use it for your business. From the fundamental setups to new alternatives , here are a few things that you will want to know about PSTN. Are you still searching for the right communications options for your organization or business? Allow Momentum to show you the future of collaboration and communication.

voip 52

voip Technology Marketing Management 52

Cisco - Contact Center

JUNE 26, 2024

Learn how to make government services strong and adaptable with our key strategies from Cisco Live 2024 – watch the replay now! Learn how to make government services strong and adaptable with our key strategies from Cisco Live 2024 – watch the replay now!

Government 84

Government 84

Momentum Telecom

JUNE 26, 2024

Video conferencing phone systems have become a staple in businesses across the world. And COVID-19 has only made them more essential. IT leaders are taking a second look at their phone systems. This article will take you through every step of building an architecture that works best for your company. However, upgrading your VoIP system can be a challenge.

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voip Wireless Telecommunications industry standards 52

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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

CSM Magazine

JUNE 26, 2024

The way in which we gamble online has seen many changes in recent years. One of the best innovations has been the arrival of the Live Casinos and the unique customer service experience that live casinos offer players who flock to their sites to let off steam. Customer (or player , in this case) service provision is absolutely essential to creating a frictionless and truly enjoyable UX.

Personalization 52

Personalization Customer Service 52

TCN

JUNE 26, 2024

Making decisions for your contact center without data is like trying to play chess blindfolded – you are making decisions in the dark with a limited understanding of your customer needs and agent performance. However, although the power of contact center data is undeniable, transforming massive amounts of it into actionable insights can be daunting. […] The post From Data to Decisions: How Contact Center Analytics Drive Strategic Planning appeared first on TCN.

Contact Center 52

Contact Center Analytics 52

CSM Magazine

JUNE 26, 2024

The Optical Consumer Complaints Service (OCCS) has published its Annual Report for 2023-24, revealing a year marked by significant achievements and a continued commitment to excellence in complaint resolution within the optical sector. The report highlights a notable increase in activity, with the OCCS handling 1,757 enquiries, a 3% rise compared to the previous year.

Complaint resolution 52

Complaint resolution Education Feedback Management 52

Calltools

JUNE 26, 2024

Building a leads list is only a small part of converting people into customers. Successful campaigns need carefully curated lists that connect the right lead with the right message at the right time. Call list management strategies can put you on the right track to meet those goals. How can call list management benefit your outbound contact center? Keep reading to learn more.

Management 52

Management Scripts Contact Center Sales 52

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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

Hello Customer

JUNE 26, 2024

As our world becomes increasingly digital, the value of human interaction skyrockets. It's simple economics: scarcity increases value. The rarer genuine human connections become, the more precious they are… But how do we rediscover that human touch in a world dominated by AI and automation? What we’ll cover in this blog: we'll explore why it matters more than ever and how you can seamlessly integrate empathy and technology.

Feedback 52

Feedback Customer Experience Technology Personalization 52

Cisco - Contact Center

JUNE 26, 2024

As AI took center stage at Cisco Live US, we looked at how intelligent Industrial IoT networks are enabling manufacturers to reduce downtime, increase production throughput and equipment effectiveness, while improving networking operations and reducing their total cost of ownership.

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JustCall

JUNE 26, 2024

Ever wondered how your phone shows the name of who’s calling, even if you don’t have their number saved? That’s thanks to something called CNAM, short for Caller Name Delivery. It’s a handy feature that helps you see the name tied to a phone number, making it easier to decide whether to pick up the call or not. Whether you’re a business looking to improve customer interactions or just someone who wants to avoid spam calls, knowing how CNAM works is useful.

Finance 52

Finance Healthcare Accountability Best practices 52

Cisco - Contact Center

JUNE 26, 2024

Exploring the Metaverse? Discover its hidden cybersecurity risks and stay protected.

Analytics 98

Analytics 98

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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

Momentum Telecom

JUNE 26, 2024

When you are ready to find the right SIP trunk provider for your business, it’s important for you to understand the costs. Using Session Initiation Protocol (SIP), these trunks function like a bundle of phone lines. Many companies rely on SIP trunks to help open up those voice lines for the office. The cost of a SIP trunk can vary depending on several factors.

voip 52

voip Management Technology 52

Cisco - Contact Center

JUNE 26, 2024

Look back at Cisco Live 2024, and get a wrap up of the event from the Cisco Customer Experience team's perspective.

Customer Experience 52

Customer Experience 52

CSM Magazine

JUNE 26, 2024

In the rapidly evolving digital landscape, customer service has emerged as a critical differentiator for businesses striving to stand out in a crowded market. While cost savings have traditionally driven the outsourcing industry, the emphasis is shifting toward enhancing Customer Experience (CX) as the paramount priority. This transformation is particularly evident in the strategic decision to outsource customer service operations to Belize, where PITON-Global is leading the charge by emphasiz

outsourcing 52

outsourcing Customer Service Education Technical Support 52