Beyond Philosophy

OCTOBER 26, 2023

A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!

Banking 221

Banking Consulting Consulting Personalization 221

AWS Machine Learning

OCTOBER 26, 2023

This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 124

APIs Technology Banking Customer centricity 124

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers who want different things at different times on different channels.

Advertising 81

Advertising Feedback Call Center Wait times 81

AWS Machine Learning

OCTOBER 26, 2023

Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you easily aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Drupal is a content management software. It’s used to make many of the websites and applications we use every day.

APIs 122

APIs Accountability Engineering Enterprise 122

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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

Cyara

OCTOBER 26, 2023

What Makes IVR Performance Testing interesting? Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on specific inputs from the caller. The conversational flow gathers these and pre-programmed system messages prompt further inputs from the caller.

Interactive Voice Response 76

Interactive Voice Response Contact Center Sales Customer Experience 76

kommunicate

OCTOBER 26, 2023

Last Updated on October 26, 2023 Okay, we don’t like to brag (at least a lot), but over the past few years, we have built a pretty darn good product. Hey, it’s not without reason that G2 names you one of the best performers in the grid report for Bot platforms. And then there is [.] The post Kommunicate v/s Verloop: The Ultimate Comparison appeared first on Kommunicate Blog.

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Cisco - Contact Center

OCTOBER 26, 2023

What does it take to be greater together? Find out at this year’s highly anticipated Cisco Partner Summit 2023 , November 6-9th !

Customer Experience 94

Customer Experience 94

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. Hospitals and healthcare providers faced an unprecedented surge in patient inquiries and needs, forcing them to reevaluate how they deliver essential ser

Healthcare 69

Healthcare Interactive Voice Response Virtual Agent Self service 69

Cisco - Contact Center

OCTOBER 26, 2023

Part 4 of the six-part series – The 2023 Global Networking Trends Report series The next generation of enterprise architecture has arrived.

Enterprise 87

Enterprise 87

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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

delighted

OCTOBER 26, 2023

We founded Delighted 10 years ago with a simple mission – to create an effortless solution for collecting NPS feedback. Unable to find a suitable tool in the marketplace, we took matters into our own hands and built a customer experience management platform used by companies like Allbirds, Doordash, Paypal, and 15,000 more. Today, we’re very excited to announce that we’ve applied that same design philosophy to another aspect of feedback collection: the all-purpose survey.

Surveys 64

Surveys Feedback Best practices Analytics 64

Cisco - Contact Center

OCTOBER 26, 2023

More data does not mean better observability If you’re familiar with observability, you know most teams have a “data problem.

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Call Experts

OCTOBER 26, 2023

Halloween is just around the corner, and if you haven’t had time to plan your office Halloween party yet, our DIY Halloween food, costumes, and decor ideas have you covered. From spooky decorations to witch hat cookies and the classic bobbing for apples, these suggestions will surely make your office celebration a spooktacular success. According to Main Course Market , office celebrations are beneficial in many ways, most notably in developing personal connections within the workplace.

Entertainment 59

Entertainment Morale Employee engagement Answering services 59

Cisco - Contact Center

OCTOBER 26, 2023

NetWitness and Cisco released the fourth annual Findings Report from the RSA Conference TM 2023 Security Operations Center (SOC).

Wireless 79

Wireless 79

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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

Concentrix

OCTOBER 26, 2023

Explore the characteristics of brands that customers love and trust and how they achieve long-term success through building brand love.

Management 62

Management 62

Vistio

OCTOBER 26, 2023

As a leader in the contact center world do you ever feel like things are constantly happening to you? Emails go out to customers without your knowledge, there's a persistent product bug, and other departments seem to be operating in silos.

Contact Center 52

Contact Center 52

Concentrix

OCTOBER 26, 2023

Our guide on generative AI for business will show you how you can use the technology to grow revenue, save costs, innovate, and more.

Technology 62

Technology Management 62

CSM Magazine

OCTOBER 26, 2023

Companies need a skilled workforce in today’s changing business environment. Any organization’s success depends on its employees’ ability to efficiently and effectively carry out their tasks. To continually improve workforce competency, an increasing number of companies are adopting assessment software to evaluate and enhance employee skills.

Employee engagement 52

Employee engagement Sales Feedback Customer Experience 52

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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

JustCall

OCTOBER 26, 2023

When it comes to providing exceptional customer support, you cannot leave iOS users behind. Reportedly, about 92% of iPhone users plan to stick with Apple for their next purchase: Source: Zipdo.co Apple commands this kind of loyalty, thanks to its seamless user experience and innovative products. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content.

Customer Support 52

Customer Support voip Contact Center Self service 52

CSM Magazine

OCTOBER 26, 2023

Performance evaluations play a role in the growth and development of any organization. They offer employees the opportunity to receive feedback and enhance their skills. Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. However, this approach has its limitations. Managers may only observe employees in situations leading to an understanding of their overall performance.

Feedback 52

Feedback Employee engagement Surveys Management 52

Cisco - Contact Center

OCTOBER 26, 2023

What does it mean to be your whole self at work? Is it showcasing your allyship button or favorite tattoo? Is it wearing your natural curly hair or dressing more casually?

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Zappix

OCTOBER 26, 2023

In today's fast-paced digital age, on-demand apps have transformed numerous aspects of our lives. One of the most profound impacts of these.

Healthcare 40

Healthcare 40

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!

Customer Experience

Cisco - Contact Center

OCTOBER 26, 2023

What does it mean to be your whole self at work? Is it showcasing your allyship button or favorite tattoo? Is it wearing your natural curly hair or dressing more casually?

52

52

Hodusoft

OCTOBER 26, 2023

EVERYTHING YOU NEED TO KNOW ABOUT STIR/SHAKEN In the present times, a majority of people are facing huge threats from invisible villains that are widely prevalent across the globe. The seemingly innocuous villains are experts at concealing their identities and attack you when you least expect them to. They are robocalls—automated telephone calls that deliver prerecorded messages.

Telecommunications 52

Telecommunications Government Education voip 52

AWS Machine Learning

OCTOBER 26, 2023

Enterprises seek to harness the potential of Machine Learning (ML) to solve complex problems and improve outcomes. Until recently, building and deploying ML models required deep levels of technical and coding skills, including tuning ML models and maintaining operational pipelines. Since its introduction in 2021, Amazon SageMaker Canvas has enabled business analysts to build, deploy, and use a variety of ML models – including tabular, computer vision, and natural language processing – without wr

Enterprise 115

Enterprise Construction APIs Government 115