TCN
JANUARY 31, 2024
Digital communications have changed drastically over the past few decades, shaping how businesses communicate. With. The post The Pros and Cons of Having A Virtual Call Center appeared first on TCN.
AWS Machine Learning
JANUARY 31, 2024
Improving how users discover new content is critical to increase user engagement and satisfaction on media platforms. Keyword search alone has challenges capturing semantics and user intent, leading to results that lack relevant context; for example, finding date night or Christmas-themed movies. This can drive lower retention rates if users can’t reliably find the content they want.
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AnswerConnect
JANUARY 31, 2024
What are the key steps to scaling your small business? Our blog uncovers the tools and strategies needed for lasting growth and a competitive edge. The post Scaling your business: Essential considerations for sustainable growth. appeared first on AnswerConnect Blog.
Cisco - Contact Center
JANUARY 31, 2024
For today’s IT teams, managing distributed users, devices, applications, and workloads is not an easy task—especially when these disparate elements often connect across multiple infrastructures, as we… Read more on Cisco Blogs
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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.
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
JANUARY 31, 2024
Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry.
Cisco - Contact Center
JANUARY 31, 2024
The goal of any technology or engineering team is to build products that make life easier for their end-users. That’s especially true in the world of IT.
Global Response
JANUARY 31, 2024
You’ve decided to outsource customer service to a third-party provider. Now you just have to choose which one—and where. Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. We’ll also discuss the hidden costs and challenges of working with an offshore service provider.
Cisco - Contact Center
JANUARY 31, 2024
There’s no questioning the importance of sustainability, and IT leaders at organizations of all sizes are working to understand the impact.
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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.
Global Response
JANUARY 31, 2024
Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. But it also means employees are now scattered all over the world. That makes it incredibly challenging to provide adequate, timely, and secure IT support.
Cisco - Contact Center
JANUARY 31, 2024
A few weeks ago our mining experts sat down with Danny Vicente from Cisco’s Coffee and Conversations to discuss what is taking place in the mining industry.
Tethr
JANUARY 31, 2024
Learn how to improve quality assurance in the call center using AI-powered conversation intelligence technology.
CSM Magazine
JANUARY 31, 2024
The insurance industry is shifting and making digital transformations for good to match increasing expectations and the changing landscape of modern technology. The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared. The insurance sector needs to manage big databases with a lot of information and prompt operations, these can become a burden if not managed and organized correctly.
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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.
24-7 InTouch
JANUARY 31, 2024
With the increasing demand for interactive entertainment, gaming brands are increasingly elevating online gaming as a powerful avenue to engage with their audience. As the online landscape evolves, it is crucial for brands to remain vigilant about safety measures and regulatory compliance. In order for online gaming brands to grow, maintaining a secure and compliant environment for both gamers and gaming brands should be top of mind.
CSM Magazine
JANUARY 31, 2024
It’s normal for online casino players to run into problems or disagreements with their host casinos. For a good gaming experience, it’s important to know how to handle issues like payment delays, unfair treatment, and technological difficulties. We’ll go over how to file a casino complaint and how to use customer support channels to get a resolution in this in-depth guide.
HelpCrunch
JANUARY 31, 2024
Providing great customer service is an essential part of running a successful business.
Help Scout
JANUARY 31, 2024
Introducing the newest updates to the Help Scout platform! AI features, updated Shopify integration, new Instagram channel integration, and more.
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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.
Brad Cleveland Blog
JANUARY 31, 2024
Sadly, businesses lose customers who are brand advocates daily. Often, this stems more from neglect than from anything you do. There are important principles for maintaining the trust of your most enthusiastic customers and keeping the momentum going. Keep treating … Continue reading → The post Brand Advocates: Keeping the Momentum appeared first on Brad Cleveland.
AWS Machine Learning
JANUARY 31, 2024
Embeddings play a key role in natural language processing (NLP) and machine learning (ML). Text embedding refers to the process of transforming text into numerical representations that reside in a high-dimensional vector space. This technique is achieved through the use of ML algorithms that enable the understanding of the meaning and context of data (semantic relationships) and the learning of complex relationships and patterns within the data (syntactic relationships).
Brad Cleveland Blog
JANUARY 31, 2024
Sadly, businesses lose customers who are brand advocates daily. Often, this stems more from neglect than from anything you do. There are important principles for maintaining the trust of your most enthusiastic customers and keeping the momentum going. Keep treating … Continue reading → The post Brand Advocates: Keeping the Momentum appeared first on Brad Cleveland.
AWS Machine Learning
JANUARY 31, 2024
In the first part of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. In this post, we present an approach to develop a deep learning-based computer vision model to detect and highlight forged images in mortgage underwriting.
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!
AWS Machine Learning
JANUARY 31, 2024
This post was co-written with Ricardo Perdigao, Solution Architecture Manager at Mendix, a Siemens business. Mendix , a Siemens business, offers the low-code platform with the vision and execution designed for today’s complex software development challenges. Since 2005, we’ve helped thousands of organizations worldwide reimagine how they develop applications with our platform’s cutting-edge capabilities.
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