TCN
MAY 8, 2024
Remote employment has increased dramatically since the beginning of COVID-19 and has become increasingly prevalent. The post Enhancing Remote Work and Distributed Teams with Call Center Software appeared first on TCN.
CCNG
MAY 8, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.
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Callminer
MAY 8, 2024
Forrester Research has named CallMiner a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.
VirtualPBX
MAY 8, 2024
In the ever-evolving landscape of technology, traditional POTS (Plain Old Telephone Service) lines are fast becoming obsolete. This transition holds significant implications for various sectors, including homeowner associations (HOAs), apartments, and condominium communities. To understand the impact of this shift and explore AirDial for HOAs, I had the privilege of speaking with Justin Goodpaster, a POTS Line Replacement Expert.
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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.
Cisco - Contact Center
MAY 8, 2024
Learn how Cisco is bringing on-prem and cloud security together into a unified platform to marry the power of Cisco Secure Firewall and Multicloud Defense.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
MAY 8, 2024
Learn about the differences between keyword spotting and contextual search in conversation intelligence platforms for contact centers.
TeamSupport
MAY 8, 2024
TeamSupport is excited to announce the launch of its newest release, Status Approval Workflow—the first release in a series of workflow options that will be available in TeamSupport in the coming year. TeamSupport currently allows any user within an organization to update the status of a ticket, but in some cases, these actions need to be signed off or approved by a specific team member.
Outsource Consultants
MAY 8, 2024
History of Outsourcing in Colombia: A Rising Star Colombia has a surprisingly long history as a player in the outsourcing game. It all started back in… 1981: Colombia became one of the very first destinations in Latin America for U.S. companies looking to outsource. This early wave put Colombia on the map for outsourcing. While demand dipped after this initial boom, Colombia stayed within the spotlight.
Cisco - Contact Center
MAY 8, 2024
In less than one month our flagship event, Cisco Live 2024, returns to Las Vegas.
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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.
Cincom
MAY 8, 2024
Managing sales processes across large organizations is complex. From coordinating teams to configuring quotes, enterprise companies face immense challenges keeping sales operations running smoothly. Fortunately, Configure, Price, Quote (CPQ) software provides specialized solutions purpose-built for streamlining sales in enterprise environments. With advanced guided selling, deal management, and configuration capabilities, CPQ enables enterprises to scale sales operations, increase efficiency, an
CSM Magazine
MAY 8, 2024
In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial. When you handpick your customer service team based on their individual personalities as much as their skills, you’re onto something big. Better experiences lead to happier clients which naturally sets any company on a winning streak.
AWS Machine Learning
MAY 8, 2024
The telecommunications industry is more competitive than ever before. With customers able to easily switch between providers, reducing customer churn is a crucial priority for telecom companies who want to stay ahead. To address this challenge, Dialog Axiata has pioneered a cutting-edge solution called the Home Broadband (HBB) Churn Prediction Model.
CSM Magazine
MAY 8, 2024
As advancements in artificial intelligence proceed at a breakneck pace, attitudes toward the use of AI are changing just as quickly. While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
AWS Machine Learning
MAY 8, 2024
Amazon SageMaker JumpStart provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including image, text, and tabular.
CSM Magazine
MAY 8, 2024
Today, especially with the risks posed by scammers and fraudsters on the web, crafting a robust customer service charter with legal security can be quite intricate. It will, for certain, involve several pivotal steps so charter management can be somehow relieved, not only of safety but of compliance, as well. In this guide, you’ll find some actionable insights tailored to experts in the field.
Cincom
MAY 8, 2024
Businesses that wish to succeed in the modern economy understand the importance of superior customer communication. Successful interaction with customers can drive business growth, improve customer satisfaction, and strengthen brand loyalty. The following sections explore the importance of effective customer communication and key strategies for success.
CSM Magazine
MAY 8, 2024
As the digital marketplace keeps growing, standout customer service is what really helps businesses keep and attract more customers. Some stores have set the bar high, not only meeting but exceeding customer expectations, and their efforts have not gone unnoticed. From industry honors to enthusiastic nods from patrons, excellence in client service is clearly what sets these ten establishments apart. 1.
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!
Cincom
MAY 8, 2024
Manufacturing companies see significant benefits from adopting Configure, Price, Quote (CPQ) software to simplify and automate their quoting and sales processes. With increased competitiveness and customer expectations, businesses need to bring more efficiency, transparency, and personalization into every customer interaction. Cloud-based CPQ delivers on these demands and brings sales workflows squarely into the future.
Cincom
MAY 8, 2024
Exceptional customer service is built on the foundation of clear, consistent, and compassionate communication. Yet many companies still overlook the critical role of customer communications management (CCM) in modern experience strategies. CCM platforms gather approved messaging into a single, controlled location. This allows personalized content to be automatically distributed across different communication channels and touchpoints.
Cincom
MAY 8, 2024
Manufacturing companies operate in a unique environment with distinct software needs compared to other industries. From managing mass product customization to integrating with specialized equipment, manufacturers require purpose-built solutions. This is especially true when it comes to product quoting and configuration processes. Manual quoting methods or generic CPQ platforms lead to slow turnaround times, inaccurate configurations, and poor customer experiences.
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