CCNG

SEPTEMBER 18, 2024

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. Quality Assurance: Your Strategic Weapon Against Customer Service Disasters In the fast-paced world of customer service, the quality of interactions between agents and customers is paramount.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

AWS Machine Learning

SEPTEMBER 18, 2024

In the field of technology and creative design, logo design and creation has adapted and evolved at a rapid pace. From the hieroglyphs of ancient Egypt to the sleek minimalism of today’s tech giants, the visual identities that define our favorite brands have undergone a remarkable transformation. Today, the world of creative design is once again being transformed by the emergence of generative AI.

APIs 130

APIs Best practices Entertainment Advertising 130

AnswerConnect

SEPTEMBER 18, 2024

Are tenant calls or property emergencies stacking up? Our blog uncovers why property management businesses benefit from a 24/7 answering service. Read now! The post Why property management businesses need an answering service appeared first on AnswerConnect Blog.

Answering services 98

Answering services Management Customer Experience 98

AWS Machine Learning

SEPTEMBER 18, 2024

In recent years, FM sizes have been increasing. It is important to consider the massive amount of compute often required to train these models. The compute clusters used in these scenarios are composed of more than thousands of AI accelerators such as GPUs or AWS Trainium and AWS Inferentia , custom machine learning (ML) chips designed by Amazon Web Services (AWS) to accelerate deep learning workloads in the cloud.

Scripts 112

Scripts Metrics Management Accountability 112

Advertisement

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Cisco - Contact Center

SEPTEMBER 18, 2024

Learn why Cisco Routed Optical Networking has been deployed by more than 200 customers who have increased capacity, reduced energy consumption, and lowered network costs complexity, and footprint.

98

98

Zappix

SEPTEMBER 18, 2024

Sam Fay, our Healthcare Sales Manager, dives into why patient no-shows are more than just a hassle—they disrupt patient care, waste resources, and impact overall efficiency. Watch the video to learn more about the impact of patient no-shows and reach out to Sam or visit our website to learn how Zappix Digital Patient Engagement better prepares patients for appointments and reduces no-show rates by 72%.

Healthcare 52

Healthcare Sales Management 52

Abby Connect

SEPTEMBER 18, 2024

The business landscape today is competitive, and franchise operations require seamless communication and efficient customer service to thrive. As a franchise owner or franchisor, you understand the critical role that timely and professional call handling plays in maintaining customer satisfaction and business efficiency.

Customer Service 52

Customer Service 52

Zappix

SEPTEMBER 18, 2024

Patient no-shows present a serious and ongoing challenge for healthcare providers. These missed appointments disrupt the flow of care, decrease operational efficiency, and lead to significant financial losses. On average, patient no-shows range from 10% to 30%, depending on factors such as the medical specialty, geographic location, and patient demographics​( MGMA Homepage )​.

Healthcare 52

Healthcare Transportation Analytics Technology 52

CSM Magazine

SEPTEMBER 18, 2024

Call centers often provide exceptional customer service, but they also face challenges, such as numerous agent mistakes, long call queues, or high call abandonment rates. These are only some of the 10 common call center problems seriously affecting customer experience. Get to know how to deal with these problems effectively to enhance the performance of your help desk department and improve overall customer satisfaction.

Call Center 52

Call Center Morale Scripts First call resolution 52

Advertisement

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

24-7 InTouch

SEPTEMBER 18, 2024

Fraud has evolved to be more sophisticated and prevalent than ever before. According to the Federal Trade Commission, consumers lost over $10 billion to fraud in 2023. As consumer technologies continue to advance, fraudsters have evolved to committing highly elevated and organized cybercrime. Companies need to prioritize detecting and preventing internal and external fraud attacks to keep their customers’ information safe and protect their businesses from financial losses.

Management 52

Management Metrics Technology 52

CSM Magazine

SEPTEMBER 18, 2024

Insurance company, Topdanmark, has collaborated with Sabio Group as it takes the next steps in its digital transformation journey. The Danish-headquartered firm has been working with Sabio’s Workforce Management specialists to implement WFM Buddy, a workforce management application designed to streamline operations and enhance employee experiences.

Technology 52

Technology Management Customer Service Customer Experience 52

TCN

SEPTEMBER 18, 2024

An exceptional contact center deserves exceptional software, and what better way to achieve this than utilizing TCN Operator? Made up of six core pieces, TCN Operator is a collection of the best seamlessly integrated contact center tools. Operator streamlines your contact center operations so you can say goodbye to switching between platforms to accomplish key […] The post Elements of an Exceptional Contact Center Software Platform appeared first on TCN.

Contact center software 52

Contact center software Contact Center 52

Calltools

SEPTEMBER 18, 2024

In today’s dialing landscape, trust is paramount to building relationships with your leads. Consumers have been so bombarded with unwanted calls that many don’t answer calls from unknown numbers. If you can establish trust, though, you create an exceptional opportunity to increase answer rates and conversions. Building that relationship often starts with ensuring the accuracy of your caller ID information.

Best practices 52

Best practices Contact Center Surveys Management 52

Advertisement

Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

Hodusoft

SEPTEMBER 18, 2024

The Hidden Costs of Manual HMO Call Centers: Why Omnichannel is the Future HMO contact centers are organizations or dedicated departments that handle queries and issues related to Health Maintenance Organizations (HMOs). This type of contact center usually provides support for appointment scheduling, medical advice, and appropriate medical services.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

Advantage Communications

SEPTEMBER 18, 2024

Learn how to manage legal and regulatory risks associated with outsourcing, including data privacy, intellectual property, labor laws, and tax.

outsourcing 52

outsourcing Management 52

AWS Machine Learning

SEPTEMBER 18, 2024

Personalization has become a cornerstone of delivering tangible benefits to businesses and their customers. Generative AI and large language models (LLMs) offer new possibilities, although some businesses might hesitate due to concerns about consistency and adherence to company guidelines. This post presents an automated personalization solution that balances the innovative capabilities of LLMs with adherence to human directives and human-curated assets for a consistent and responsible personali

Personalization 120

Personalization Construction Consulting Consulting 120

AWS Machine Learning

SEPTEMBER 18, 2024

This post has been co-written with Artem Sysuev, Danny Portman, Matúš Chládek, and Saurabh Gupta from Zeta Global. Zeta Global is a leading data-driven, cloud-based marketing technology company that empowers enterprises to acquire, grow and retain customers. The company’s Zeta Marketing Platform (ZMP) is the largest omnichannel marketing platform with identity data at its core.

APIs 118

APIs Engineering Analytics Marketing 118

Advertisement

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.

Customer Experience