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.

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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.

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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.

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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.

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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

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.

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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%.

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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.

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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 )​.

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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.

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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.

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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.

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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.

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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.

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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.

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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

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.

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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.

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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

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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.

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APIs Engineering Analytics Marketing 118

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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.

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