TCN
JANUARY 24, 2024
Picture this: you’re coaching a basketball team, and they’re playing their state championship game. There. The post How Can I Implement Ongoing Training with My Agents? appeared first on TCN.
AWS Machine Learning
JANUARY 24, 2024
Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Building proofs of concept is relatively straightforward because cutting-edge foundation models are available from specialized providers through a simple API call.
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Cisco - Contact Center
JANUARY 24, 2024
When Cisco U. was released for general availability last year, we quickly realized we had developed an experience that was built around the user. But more than that, Cisco U.
Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
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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
JANUARY 24, 2024
January 24 is the International Day of Education , celebrating what the United Nations describes as a “fundamental human right” and “the bedrock of societies, economies, and every person’s potenti… 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 24, 2024
In an era where technology permeates every aspect of our lives, ensuring a secure digital future for future generations has become a key concern.
JustCall
JANUARY 24, 2024
If there’s one thing that sales teams hate, it’s leaving money on the table. And yet, it happens all the time. This is because your team is either spending time on tedious admin work (such as taking and updating call notes ) or running their daily workflows manually. What’s broken for sales and support teams today Consider any of the following scenarios and tell us if they sound familiar: Your sales reps and support agents spend a large chunk of their time on after-call work (ACW) , such as logg
Cisco - Contact Center
JANUARY 24, 2024
The Social Impact Partner Spotlight series is a new series highlighting various Cisco non-profit organization partners that are helping transform the lives of individuals and communities.
DMG Consulting
JANUARY 24, 2024
Most departments in contact centers do not have flexibility because of the nature of customer service. The post How can contact centers reduce shrinkage? appeared first on DMG Consulting.
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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
JANUARY 24, 2024
With the seventh Circular Electronics Day upon us, we are reminded to consider our use of electronic products, noting how keeping them around longer and recirculating components can help benefit the… Read more on Cisco Blogs
OctopusTech
JANUARY 24, 2024
In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge. The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2
3CLogic
JANUARY 24, 2024
When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Or is the opposite true? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising.
Cisco - Contact Center
JANUARY 24, 2024
In cybersecurity, professionals from all backgrounds come together to protect sensitive data and share their knowledge.
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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.
Help Scout
JANUARY 24, 2024
Explore the use of AI in ecommerce, understand future trends, and learn how to successfully leverage artificial intelligence to enhance your online business.
CSM Magazine
JANUARY 24, 2024
No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. This is particularly true when we think about the iGaming industry. There are so many different people who enjoy iGaming, and not all of them are going to have the same knowledge.
Hodusoft
JANUARY 24, 2024
Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important. Both incoming and outgoing banking calls have evolved into strategic points of contact where personalized experiences are created by fusing technology and human interaction.
Abby Connect
JANUARY 24, 2024
You may not love the phone call. But people call your business for a reason. They’re customers. Potential customers. Partners. Vendors. They have something to say. Do you have someone answering? Equally important, do you have someone answering when you’re not there?
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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.
CSM Magazine
JANUARY 24, 2024
In web development, Drupal is defined as one of the most powerful and versatile platforms for creating websites and web applications. In this article we’ll look at vital aspects of Drupal development, focusing on website development consulting and the benefits of a headless frontend. Web development consulting: the essence and importance Web development consulting is not just a service.
Cisco - Contact Center
JANUARY 24, 2024
Are you ready to dive deeper into Cisco IOS-XE programmability, automation, and telemetry? Then join us at Cisco Live EMEA in Amsterdam February 5 – 9, 2023! We have some amazing sessions for you.
Zappix
JANUARY 24, 2024
In the dynamic customer service landscape, businesses constantly seek innovative solutions to connect with their customers seamlessly. One such groundbreaking approach is digital outreach, which encompasses targeted text messages, emails, and automated robocalls orchestrated by automated workflows. The post Revolutionizing Customer Service: The Impact of Digital Outreach on Call Centers appeared first on Zappix.
Calltools
JANUARY 24, 2024
All business people know that your company must focus on customer service to thrive. Consumers expect you to offer excellent products and services delivered with ease. You undoubtedly spend significant time and money to achieve these goals. However, your company can always grow in this marketing area. Improving your customer experience ultimately helps build brand loyalty and influences new customers to continue patronizing your company.
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!
Cisco - Contact Center
JANUARY 24, 2024
Application performance monitoring (APM) remains a key pillar of any observability strategy.
Kapta Customer Success
JANUARY 24, 2024
Is your company doing more with less? This puts account management teams under duress. They are tasked with protecting and growing your most valuable customers while their portfolios expand, and their teams shrink. This leaves account managers overloaded with more to do than is effectively possible. The result is often increased customer churn, diminished renewals, reduced upsells and cross-sells, and a drop in revenue.
Cisco - Contact Center
JANUARY 24, 2024
The National Retail Federation (NRF) just hosted its 2024 show at the Jacob K. Javits Convention Center in New York City over the MLK long weekend.
Cisco - Contact Center
JANUARY 24, 2024
Let’s jump into the future together! The event is all about our customers and partners.
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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.
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