CSM Magazine
JULY 15, 2024
In the courier world, customer service is a significant way to stand out from other companies. As people want fast and dependable deliveries more than ever before, their expectations of good service keep increasing. Here are some ways for the courier industry to improve its customer service: Implement Real-Time Tracking The most important thing to improve your courier service is real-time tracking.
AWS Machine Learning
JULY 15, 2024
This post is co-written with Vlad Lebedev and DJ Charles from Mixbook. Mixbook is an award-winning design platform that gives users unrivaled creative freedom to design and share one-of-a-kind stories, transforming the lives of more than six million people. Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews.
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Cisco - Contact Center
JULY 15, 2024
Cisco plays a pivotal role in the evolution and implementation of the PCI DSS 4.0.1 standards, offering a suite of compliant products and advisory expertise to assist customers in navigating the significant security updates and phased rollout through March 2025.
BlueOcean
JULY 15, 2024
For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.
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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.
OctopusTech
JULY 15, 2024
Shopify and Shopify Plus are two robust ecommerce platforms that help businesses build and manage online stores. While they share some similarities in features and functionality, there are some key differences between the Standard Shopify platform and Shopify Plus tailored for high-volume merchants. Understanding these differences can help you determine which platform makes the most sense for your ecommerce business.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
JULY 15, 2024
Transforming internal communication across hundreds of locations worldwide With offices across Europe, Australia, and the United States, International Car Wash Group (ICWG) is the world’s largest local car wash conglomerate. Employing over a thousand employees across 890 locations, the company washes over 35 million cars each year. Committed in equal measure to sustainability and continuous improvement, ICWG is perpetually on the lookout for innovation opportunities in both its core line of busi
Zappix
JULY 15, 2024
In the dynamic healthcare landscape, patient referrals play a critical role in maintaining the continuity of care and ensuring optimal patient outcomes. Referrals are essential for guiding patients to the appropriate specialists, services, and follow-up care necessary for their specific health needs. However, the effectiveness of a hospital’s referral conversion process significantly impacts patient health outcomes and the institution’s financial health.
Acquire BPO
JULY 15, 2024
Mandaluyong City, PH – The A-Team celebrated Bestie Day with a delightful film screening held at the Shangri-La Plaza in Mandaluyong City on May 18, 2024. The HR Business Partner (HRBP) team of Acquire BPO Philippines organised the event, featuring a screening of the heartwarming film “IF.” The movie tells the enchanting story of a girl who embarks on a magical adventure to reconnect forgotten imaginary friends with their kids after discovering she can see everyone’s imaginary companions.
CSM Magazine
JULY 15, 2024
Life happens! Sometimes, you can be hit with emergencies requiring that you spend money. In such instances, when there are no funds, it can be quite a burden and finally debilitating, whether it is unexpected medical bills or car or home repairs. However, when you have unexpected financial issues, there are several options you can consider. In unexpected emergencies, you might not be able to think of every option available to you perfectly.
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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.
Acquire BPO
JULY 15, 2024
BGC, PH – Recruitment Director, Amy Alegre, and Brand and Talent Attraction Manager, Ira Austria represented Acquire BPO at the Employer Branding Summit Asia 2024, hosted by TalentView on May 16, 2024, at Shangri-La The Fort Manila. The summit provided a platform for industry leaders and professionals to engage in in-depth discussions on the evolving nature of employer branding, talent attraction, and retention strategies.
CSM Magazine
JULY 15, 2024
In the world of online casinos, it is a fast-paced game with new platforms popping up all the time. In this high-stakes environment, one factor differentiates the winners from the losers: legendary customer service. Players have more options than ever before, and they are the ones making the choice. To stay ahead, online casinos must put all their eggs in one basket by creating an incredible customer experience.
Acquire BPO
JULY 15, 2024
Sydney, AU — Scott Stavretis, CEO of Acquire BPO, and Kathryn Marshall, CCO of Acquire BPO, attended the prestigious CommsDay Edison Awards on April 30, 2024, at the Fullerton Hotel in Sydney. The awards ceremony honoured outstanding achievements in the telecommunications industry, and Acquire BPO was proud to celebrate the success of its long-term partner, Vocus.
CSM Magazine
JULY 15, 2024
Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of innovative automation to enhance customer experience and operational efficiency, Adamo has witnessed a substantial 10% improvement in service level and an impressive 16% absorption rate of customer interactions.
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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.
Acquire BPO
JULY 15, 2024
Las Vegas, NV – Acquire BPO CEO Scott Stavretis, along with key A-Team members, attended the Customer Contact Week in Las Vegas, Nevada, on June 6, 2024. Customer Contact Week is a premier event that gathers contact centre professionals from around the world, showcasing companies’ expertise in the industry and advancements in AI. The convention featured a robust lineup of workshops, keynotes, and interactive sessions designed to address the latest trends and challenges in the industry.
DMG Consulting
JULY 15, 2024
A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better. GenAI is essentially the missing link in automation and self-service initiatives, structuring and providing answers and information in a way that is easily consumed by customers and employees.
Help Scout
JULY 15, 2024
If you sell online, you need an ecommerce knowledge base. Learn what they are, how to build one, and see some examples to get inspired.
DMG Consulting
JULY 15, 2024
Need Help with a Contact Center RFP? July 2024 DMG produces the only in-depth technology product and market reports designed to help contact center and IT leaders select the right systems, applications, and partners. We do the heavy lifting, evaluating leading and contending vendors and solutions in the market, saving you hundreds (or more) hours during the selection process.
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!
AWS Machine Learning
JULY 15, 2024
This post is co-written with MagellanTV and Mission Cloud. Video dubbing, or content localization, is the process of replacing the original spoken language in a video with another language while synchronizing audio and video. Video dubbing has emerged as a key tool in breaking down linguistic barriers, enhancing viewer engagement, and expanding market reach.
ShepHyken
JULY 15, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy.
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