SQM Group
NOVEMBER 28, 2023
This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.
ShepHyken
NOVEMBER 28, 2023
I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.
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AWS Machine Learning
NOVEMBER 28, 2023
Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities. At Amazon, we have launched multiple generative AI services, such as Amazon Bedrock and Amazon CodeWhisperer , and have made a range of highly capable generative models available throug
ShepHyken
NOVEMBER 28, 2023
I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.
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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.
ConvergeOne
NOVEMBER 28, 2023
The above quote has never been truer than it is in today’s security and privacy environments. There have been too many breaches to mention, but one common theme is that they affect all shareholders to varying degrees. Unfortunately, I’ve been the recipient of a few emails from establishments informing me that a breach occurred. They apologize and say that I will be receiving one—or, if I’m lucky (sarcasm laid on thick)—two years of free credit monitoring.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
NOVEMBER 28, 2023
Customer-centricity is the cornerstone of any successful business strategy, especially in the financial services sector. The integration of AI and automation in financial services has revolutionized how institutions engage with and serve their customers. Let’s explore five key strategies that leverage AI and automation to enhance customer support in the financial services industry. 1.
Cisco - Contact Center
NOVEMBER 28, 2023
Every business is looking to grow, but how they accomplish that, and differentiate themselves against competitors, depends on the journey that they create for their customers.
Helpware
NOVEMBER 28, 2023
Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship. Business Process Outsourcing (BPO) companies, as integral players in the global economy, are no exception to this rule. With their extensive reach and impact, they have a unique opportunity—and responsibility—to lead by example in embracing eco-friendly practices.
Cisco - Contact Center
NOVEMBER 28, 2023
I’m thrilled to announce that Cisco has been recognized as the AWS Global ISV Partner of the Year for 2023, a testament to our outstanding ability to collaborate and innovate.
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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.
Cyara
NOVEMBER 28, 2023
Unfortunately, poor quality voice over internet protocol (VoIP) calls are often a result of high-levels of latency, and even the slightest delay may be noticeable.
Cisco - Contact Center
NOVEMBER 28, 2023
Helping our customers protect their brand and reputation with new business metrics insights and visibility for Cisco Cloud Observability, tied to the KPIs that matter the most.
Blueship Call Center
NOVEMBER 28, 2023
These days, outsourcing email assistance is a popular tactic used by e-commerce companies. Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.
Cisco - Contact Center
NOVEMBER 28, 2023
Today at AWS re:Invent, we’re excited to announce new innovations from the Cisco Network Assurance and Cisco Full-Stack Observability teams that empower our customers with end-to-end visibility into d… Read more on Cisco Blogs
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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.
TCN
NOVEMBER 28, 2023
TCN’s cloud-based call centre platform is fast becoming the software provider of choice for its. The post Global cloud-based call centre software provider TCN increases UK client base nine-fold in just nine months appeared first on TCN.
Select VoiceCom Blog
NOVEMBER 28, 2023
What are Robocalls? Robocalls are automated phone calls delivering pre-recorded messages to many recipients. It uses automatic dialling systems to contact numbers in a company’s database without human agents. But are all robocalls illegal? Not always. Not all robocalls are spam calls. The Australian government defines specific exceptions that are permitted.
Anexa BPO
NOVEMBER 28, 2023
According to a recent McKinsey analysis of talent trends , age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. It is the few caveats that separate the age groups and help unveil age-related work preferences. By understanding what employees want, you can improve your employee value proposition (EVP) and attract top talent.
Cisco - Contact Center
NOVEMBER 28, 2023
I’ve never had the intention to join the technology industry, in fact, I had never even heard of Cisco up until a couple of months before I joined the company, and now it’s been 27 years since I fir… Read more on Cisco Blogs
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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.
Anexa BPO
NOVEMBER 28, 2023
If you are experiencing a critical shortage of talent and skills, it could be time to revamp your talent development. By investing in your workforce, you can overcome challenges to build a virtuous cycle to attract, advance, and retain talent. The Importance of People Development In a world of very open employer ratings, building a reputation as a company with a people development culture is critical to attracting talent from an increasingly shallow pool.
CSM Magazine
NOVEMBER 28, 2023
One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. After recent notable data breaches – such as the Yahoo debacle and the breach of LinkedIn – consumers’ literacy in cybersecurity and data protection has grown.
Help Scout
NOVEMBER 28, 2023
Help Scout has acquired SupportAgent.ai, an AI-powered drafting tool for Help Scout conversations. Learn more about this acquisition and what it means for Help Scout customers.
CSM Magazine
NOVEMBER 28, 2023
In the dynamic realm of online sports betting, pay-per-head (PPH) service providers have emerged as pivotal facilitators, offering bookies and agents the infrastructure to manage betting operations efficiently. While these providers differ in their offerings, one critical factor has become a game-changer in this competitive arena – exceptional customer service.
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!
Help Scout
NOVEMBER 28, 2023
This is not an article about how AI will change the world of customer service over the next decade. It’s about how AI might change your working life as a support pro this year — or next year — and what you can do about it.
CSM Magazine
NOVEMBER 28, 2023
How to register a domain name quickly, easily and securely? You will learn about this in detail in this article. Experts shared their main secrets get.it.com. The rules are universal, suitable for both beginners and professionals. A domain name is understood as an important and mandatory part of any website. It consists of a zone and the name itself.
Help Scout
NOVEMBER 28, 2023
Learn how to use Instagram as a means of business growth and discover the different tools your business can use to get the most out of the platform.
Cisco - Contact Center
NOVEMBER 28, 2023
When managing cybersecurity risk, healthcare has always had higher stakes.
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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.
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.
Cisco - Contact Center
NOVEMBER 28, 2023
What must it be like to lose everything? I mean everything.
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