NobelBiz
DECEMBER 19, 2023
Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.
ShepHyken
DECEMBER 19, 2023
If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support.
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AWS Machine Learning
DECEMBER 19, 2023
This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Artificial intelligence (AI) and machine learning (ML) are becoming an integral part of systems and processes, enabling decisions in real time, thereby driving top and bottom-line improvements across organizations. However, putting an ML model into production at scale is challenging and requires a set of best practices.
Cisco - Contact Center
DECEMBER 19, 2023
I had this longtime dream of volunteering in Africa and working with sea turtles. This year, I had the chance to fulfill my dream because of this incredible company.
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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.
Lumoa
DECEMBER 19, 2023
Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Skybridge
DECEMBER 19, 2023
When The CEO Views magazine honored Skybridge as one of the year’s most influential companies, they asked our CEO, Andrew Bosko , to describe how our people-first values and technology vision are winning over North America’s most CX-driven brands. Read What He Said Find out how Skybridge Americas can help you delight your customers and grow your business.
Cyara
DECEMBER 19, 2023
Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.
LiveVox
DECEMBER 19, 2023
Patient engagement is pivotal to delivering exceptional care and cultivating lasting relationships in the ever-evolving healthcare landscape. These healthcare statistics offer insights into patient behaviors, preferences, and expectations, serving as benchmarks to guide strategies for enhanced patient engagement. In this article, we delve into ten crucial healthcare statistics that illuminate the path to patient-centric success. […] The post Patient Engagement Benchmarks: 10 Healthcare Sta
Cisco - Contact Center
DECEMBER 19, 2023
As I reflect on the whirlwind of excitement and innovation that was Cisco Live Melbourne, I am inspired by the sheer passion and engagement that filled every corner of the event.
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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.
Tethr
DECEMBER 19, 2023
Customer service burnout is one of the top causes of contact center turnover. Here’s how you can combat it.
Concentrix
DECEMBER 19, 2023
Dive into the evolution of retail with our case study on the future of shopping and find out how our cutting-edge generative AI chatbot transforms the customer journey.
24-7 InTouch
DECEMBER 19, 2023
This year’s World Environment Day theme, #BeatPlasticPollution, struck a chord with our ongoing efforts here at IntouchCX. We take our commitment to protecting natural resources seriously and with pride. Our Environmental Management System (EMS) serves as the backbone of our sustainability initiatives, ensuring that our operations align with our corporate social responsibility objectives so that we may do our part to help the planet.
Helpware
DECEMBER 19, 2023
Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service experiences can significantly damage a company's reputation and success.
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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.
Skybridge
DECEMBER 19, 2023
When The CEO Views magazine honored Skybridge as one of the year’s most influential companies, they asked our CEO, Andrew Bosko , to describe how our people-first values and technology vision are winning over North America’s most CX-driven brands. Read What He Said Find out how Skybridge Americas can help you delight your customers and grow your business.
ChurnZero
DECEMBER 19, 2023
Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders.
Quality Contact Solutions
DECEMBER 19, 2023
By Rich Hamilton, Director of Compliance Creating the perfect telemarketing compliance program is challenging. Outbound telemarketing managers will tell you that ensuring their outbound telemarketing is compliant is one of the things that keeps them up at night. Whether the telemarketing operation is internal or outsourced, the responsibility for ensuring compliance with the ever-changing telemarketing laws, regulations and statutes can be a tough job.
Zappix
DECEMBER 19, 2023
Today’s patients are bringing expectations from the consumer market into their healthcare interactions and healthcare providers, hospitals, and health systems must increase investment in the process of merging customer & patient engagement mindsets to compete. Learn how Zappix Visual Self-Service solutions power premiere customer experiences at every step of the customer service journey.
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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.
Acquire BPO
DECEMBER 19, 2023
Acquire BPO’s commitment to cultural intelligence is underscored by their tailored approach to crafting logistics IT solutions. This approach allows them to address specific challenges and requirements unique to each region. Their solutions are as unique as the markets they operate in, reflecting an understanding that cultural intelligence shapes strategy and technology integration.
Zappix
DECEMBER 19, 2023
Zappix platforms create a streamlined recovery channel directly to your payment gateway. Text messages, emails, website connectivity, QR codes on printed material, letters mailed to debtors, and those calling your IVR itself all benefit from on-demand Zappix solutions. The cloud-based solutions enable work-flow automation, rapid deployments, seamless integration to IVRs & back-end systems, and provide a comprehensive Analytics Suite.
Call Experts
DECEMBER 19, 2023
Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery. Call Experts was presented with the Award recently at the CAM-X 59th Annual Convention and Trade Show in Calgary, AB.
Zappix
DECEMBER 19, 2023
Modern enterprises know a new CX solution is needed to bridge the gap between customer expectations and current CX. We are at athe advent of complete digital transformation in all industries. The modern customer prefers everything at their fingertips. It is no longer a product-driven economy, but an experience-driven one. Businesses must consistently offer premium customer experiences through every customer interaction to generate brand advocacy, customer satisfaction, retention, and revenue.
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!
Cisco - Contact Center
DECEMBER 19, 2023
This is typically the time of year when we take time to reflect, and looking back, 2023 has been a wonderful year of fulfillment and purpose for me, specifically in my role leading Partnering for… Read more on Cisco Blogs
CSM Magazine
DECEMBER 19, 2023
In today’s competitive landscape, exceptional customer service isn’t just a nice-to-have; it’s a critical differentiator. This guide explores four transformative strategies to elevate your customer service, ensuring your business not only meets but exceeds customer expectations. By embracing these approaches, you’ll not only retain loyal customers but also turn them into advocates for your brand.
kommunicate
DECEMBER 19, 2023
Last Updated on December 19, 2023 Everyone likes the story of David v/s Goliath. Or the movie Rocky Balboa. The small guy taking on the big guns. A company of 180+ v/s a company of 32. A company that was founded a decade ago v/s a company that started in 2019. Yup, we are talking [.] The post Kommunicate Vs Tidio: A Head-to-Head Comparison for Customer Support appeared first on Kommunicate Blog.
CSM Magazine
DECEMBER 19, 2023
In today’s complex world of technology, software development and IT projects require a systematic approach. To ensure projects run smoothly and deliver the desired results, process mapping can be a game-changer. This tool provides a visual representation of workflows, highlighting every step and potential obstacle, making it easier to understand, analyze, and improve.
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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
DECEMBER 19, 2023
As a retail business, the relentless pursuit of safeguarding your customers’ data and ensuring uninterrupted holiday joy has never been more crucial!
CSM Magazine
DECEMBER 19, 2023
Did you know that all the big businesses you see today began as small ventures? It takes time and effort to grow your business. And looking at the competition in the market, you might also need to invest in digital marketing. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion.
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