CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. …And that’s if you even know where to start! Dan Smitley put together his essential guide to WFM features – separating the core features from the nice-to-haves – to help you make a more informed choice when comparing WFM vendo

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

Sales 195

Sales Personalization Customer Experience 195

TechSee

MAY 30, 2024

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

Customer Service 124

Customer Service Technology Customer Experience 124

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

Advertising 134

Advertising APIs Education Analytics 134

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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

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 116

Engineering Technology Personalization Customer Experience 116

Momentum Telecom

MAY 30, 2024

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

AWS Machine Learning

MAY 30, 2024

This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure

Chatbots 127

Chatbots Engineering APIs Technology 127

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Education 107

Education Feedback Entertainment Metrics 107

Cisco - Contact Center

MAY 30, 2024

The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.

Education 110

Education 110

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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

Lumoa

MAY 30, 2024

Lumoa Product News for April 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time.

APIs 78

APIs Feedback 78

Cisco - Contact Center

MAY 30, 2024

See how Cisco Spaces lets your existing network infrastructure become a sensor that allows you to extract network data to make your buildings smarter.

APIs 112

APIs 112

Interactions

MAY 30, 2024

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

Engineering 62

Engineering Technology Personalization Customer Experience 62

Cisco - Contact Center

MAY 30, 2024

To assist you in this journey at Cisco Live, and beyond, is the Partner Launch Experience. This curated launch experience takes you through all the exciting announcements.

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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

MAY 30, 2024

Webinar | July 25, 2024 11:00 AM EST Driving Digital Transformation with Generative AI Register Now Generative AI technology is revolutionizing how organizations operate, interact with their employees, and customers This evolving technology empowers creativity, automation, and efficiency through streamlining processes, removing mundane tasks from humans, and providing insights quickly for strategic decisions.

Technology 62

Technology 62

Cisco - Contact Center

MAY 30, 2024

Picture a factory floor. The air hangs heavy, thick with the metallic tang of machinery and the oil that keeps it all turning. Every square foot seems to be utilized. Rows of hulking machines dominate the space. Between them are narrow pathways that workers and machines must navigate.

industry solution 89

industry solution Engineering 89

24-7 InTouch

MAY 30, 2024

Winnipeg, MB – May 30, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader by Frost & Sullivan in the 2024 Frost Radar for Customer Experience Management in North America. This is the first time IntouchCX has participated in the Frost Radar assessment.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

Cisco - Contact Center

MAY 30, 2024

Explore how AIOps revolutionizes Cisco Firewall management, enhancing security, reducing downtime, and maximizing ROI with intelligent, automated solutions.

Management 75

Management 75

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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

Enghouse Interactive

MAY 30, 2024

Dive into a detailed comparison of RingCentral and 8X8 CCaaS solutions. Uncover their most celebrated features, pricing models, and real customer feedback. Learn about the pros and cons of each to identify which service best aligns with your business needs, and why Enghouse CCaaS might be the ultimate choice for optimizing your contact center operations.

Contact Center 52

Contact Center Feedback 52

Cisco - Contact Center

MAY 30, 2024

Even with his glass “overflowing,” Cisco Insider Rob Taylor finds time to embrace new experiences and opportunities for learning, so he can serve his customers more effectively.

Marketing 52

Marketing 52

Enghouse Interactive

MAY 30, 2024

Discover why Enghouse might be your best CCaaS choice over 8x8 and Five9. We compare features, pricing, and user satisfaction to help you decide on the best cloud contact center solution. Dive into our detailed comparison now!

contact center solutions 52

contact center solutions Cloud contact Contact Center 52

CSM Magazine

MAY 30, 2024

Selecting a trustworthy online casino in Spain is paramount for ensuring a secure and enjoyable gaming experience. The risks associated with gambling on unreliable sites are significant, including potential financial loss and data breaches. This guide provides essential tips for choosing a legal and safe online casino in Spain, highlighting the importance of licensing, regulation, and user reviews.

Customer Service 52

Customer Service Entertainment Banking Customer Support 52

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

MAY 30, 2024

Cisco Networking Academy marks a decade of empowering women in tech through its Women Rock-IT initiative, with a 35% global cumulative increase in female student participation over ten years.

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CSM Magazine

MAY 30, 2024

In the fast-paced world of e-commerce, customer satisfaction is paramount. At MakerTable, we understand that providing a seamless and efficient order process is crucial for keeping our customers happy and loyal. Over the past year, we embarked on a mission to simplify our order process. The results have been remarkable, leading to significant improvements in customer satisfaction and operational efficiency.

Feedback 52

Feedback Customer Support Customer Service Management 52

Genroe

MAY 30, 2024

Best practices for building a high-performing customer experience (CX) team: Insights from top CX leaders. The post Best Practice Customer Experience Team Design appeared first on Genroe | Customer Experience | Net Promoter Score.

Best practices 52

Best practices Customer Experience Feedback 52

CSM Magazine

MAY 30, 2024

Retail is changing at breakneck speed. Over the past few years, technological advancements have driven seismic shifts in how businesses operate and connect with customers. The global artificial intelligence (AI) in retail market size was valued at USD 7.14 billion in 2023 and is projected to grow from USD 9.36 billion in 2024 to USD 85.07 billion by 2032, reflecting the industry’s rapid embrace of digital transformation.

Government 52

Government Analytics Education Sales 52

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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.

Customer Experience

Cisco - Contact Center

MAY 30, 2024

Azure Virtual WAN

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Concentrix

MAY 30, 2024

Choosing the right LLM for your business can be confusing. Learn how generative AI makes it easy!

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48

Outsource Consultants

MAY 30, 2024

Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service. NAFTA Opens the Door The North American Free Trade Agreement (NAFTA) in the 1990s paved the way for a more open economic environment between the US, Canada, and Mexico

Call Center 67

Call Center outsourcing Government Telecommunications 67