Vistio
JUNE 20, 2023
Watch the full podcast here: Or click here to just listen to the audio. Have you ever heard of “People Fertilizer?” While it might sound like something out of the 1973 dystopian thriller “Soylent Green,” we promise there’s no human composting involved. Rather, we’re going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders.
ShepHyken
JUNE 20, 2023
In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. She claimed she couldn’t sell tickets to anyone outside the United States.
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ConvergeOne
JUNE 20, 2023
The reality is that most enterprise analytics projects fail due to the inability to obtain the necessary data for analysis.
TeamSupport
JUNE 20, 2023
In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.
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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.
AWS Machine Learning
JUNE 20, 2023
Machine learning (ML) engineers have traditionally focused on striking a balance between model training and deployment cost vs. performance. Increasingly, sustainability (energy efficiency) is becoming an additional objective for customers. This is important because training ML models and then using the trained models to make predictions (inference) can be highly energy-intensive tasks.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JivoChat
JUNE 20, 2023
Learning how to reduce customer churn is a challenge companies of all sizes and sectors must face. It’s fundamental to understand why customers stop buying from your brand or requiring its services. Usually, customer churn is a sign of unhappy customers. But, what is making them unsatisfied? If you don’t address this question, you risk losing even more clients and hurting how people perceive your brand.
Cisco - Contact Center
JUNE 20, 2023
In December 2019, we made a bold announcement about how we’d forever change the economics of the internet and drive innovation at speeds like no one had ever seen before.
Helpware
JUNE 20, 2023
Sentiment analysis is a powerful tool that allows brands to understand their audiences' positive or negative perceptions. While sentiment analysis can benefit companies in any sector, retail companies may find it especially important since customers often have strong emotional perceptions about retail products and stores.
Cisco - Contact Center
JUNE 20, 2023
In an era of ever-evolving cybersecurity threats, a strong security posture for your cloud-based applications is paramount.
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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.
Nuance
JUNE 20, 2023
… Improve workflow efficiency and save time with intelligence-infused AI Read More » The post Improve workflow efficiency and save time with intelligence-infused AI appeared first on What’s Next blog.
Cisco - Contact Center
JUNE 20, 2023
June 20 is World Refugee Day.
Global Response
JUNE 20, 2023
Golden beaches, ancient cities, beautiful mosaics, friendly locals—Tunisia is known for many things. But call centers? Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Its numerous call centers already serve businesses across the Middle East, Europe and the US.
Concentrix
JUNE 20, 2023
With the right data and analytics experts, companies can quickly turn their data and analytics challenges into a competitive advantage in the marketplace.
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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.
Taylor Reach Group
JUNE 20, 2023
We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisition of this merged company by Jerry Briggs. The merger of TRG with SKW The Taylor Reach Group is a globally recognized contact center and customer experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and contact center assessments.
Concentrix
JUNE 20, 2023
Ensure your remote work environment is stable, secure, and scalable with a work at home solution that will keep both customers and employees satisfied.
Cisco - Contact Center
JUNE 20, 2023
Today’s consumers expect connected and personalized interactions as standard, and the best finance firms can do this while retaining customer loyalty.
Enghouse Interactive
JUNE 20, 2023
Be creative! Choose on-hold music that will set the rhythm of your customers' experience! These examples are just ideas to inspire you.
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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.
Cisco - Contact Center
JUNE 20, 2023
The 2030 Digital Decade Targets to guide Europe’s digital transformation have been a key milestone of this European Commission.
Balto
JUNE 20, 2023
Customer expectations have reached new heights, and businesses must adapt to meet their demands. And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Conversational Artificial Intelligence (Conversational AI) aims to solve many of the difficulties that the modern contact center faces, such as capacity issues, long waiting times, and un
Abby Connect
JUNE 20, 2023
Providing quality customer service experience is a vital component to any business that wants to be successful in its industry. According to the 2015 Aspect Customer Service Experience Index, “76% of customers say they view customer service as at the true test of how much a company values them.
Balto
JUNE 20, 2023
New integrations rapidly deploy Balto’s AI-powered conversation excellence and agent enablement technology to Zoom Phone and Zoom Contact Center. St. Louis, MO — Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has teamed up with Zoom Video Communications, Inc. to bring forth transformative growth opportunities for omnichannel contact centers.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Abby Connect
JUNE 20, 2023
Effective call handling is crucial for businesses of all sizes and industries. Good call handling directly impacts customer satisfaction, brand reputation, and overall business success.
Certified Languages International
JUNE 20, 2023
In today’s interconnected world, businesses need to effectively communicate across language barriers, and interpretation plays a key role. Traditionally, interpretation has been done on-site, with an interpreter present in the same room as the people who need assistance. However, in the past few decades, remote interpretation has seen tremendous growth.
Abby Connect
JUNE 20, 2023
Handling angry callers can be a challenging aspect of customer service and a source of phone anxiety, but knowing how to deal with angry callers can prevent damage to reputation and loss of profit.
CSM Magazine
JUNE 20, 2023
With millions of Mastercard customers warned about payment processing issues for online transactions on Monday 12 June, PCI Pal is urging merchants to reassess their payment strategies. Recognising the potential consequences of failed transactions and cart abandonment, the global provider of secure payment solutions emphasises the critical need for implementing multi-payment methods to help mitigate the risks associated with such disruptions.
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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.
Education Services Group
JUNE 20, 2023
We’ve talked Awareness, Consideration, and Acquisition. Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract.
CSM Magazine
JUNE 20, 2023
Are you ready to take your digital marketing campaigns to the next level? Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. But when it comes to maximizing ROI, it should be at the top of your list. Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy!
SmartKarrot
JUNE 20, 2023
Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Promote customer retention and revenue growth within the current/assigned account base. Help the sales teams perform insightful infrastructure and technology reviews according to a timeframe set by the client.
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