SharpenCX

JANUARY 9, 2024

Flip the script on bad customer experiences. Learn how Sharpen is driving better outcomes by creating contact centers people love.

Contact Center 67

Contact Center Scripts Customer Experience Technology 67

AWS Machine Learning

JANUARY 9, 2024

Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.

Accountability 136

Accountability Engineering Management Enterprise 136

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.

Management 116

Management Customer centricity Enterprise Service level 116

AWS Machine Learning

JANUARY 9, 2024

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Foundation models (FMs) are often pre-trained on vast corpora of data with parameters ranging in scale of millions to billions and beyond. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.

APIs 136

APIs Engineering Accountability Gamification 136

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

ConvergeOne

JANUARY 9, 2024

We took this event seriously, and that’s a big reason why we made this a two-day session during the normal workweek. Taking off two full days of work is not the easiest thing to do, but it was important to us, so we made it happen. Here’s how it worked.

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Cyara

JANUARY 9, 2024

Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.

Customer effort 76

Customer effort Customer Experience 76

Cisco - Contact Center

JANUARY 9, 2024

As you drive across a bridge you might think of the impact it’s having on your commute, but have you ever considered the impact you’re having on the bridge itself?

Transportation 75

Transportation 75

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

Customer Experience 74

Customer Experience Customer centricity Customer Care Best practices 74

Cisco - Contact Center

JANUARY 9, 2024

Becoming a parent looks different for everyone. Some are blessed for this journey to come swiftly. For others, the road is bumpier and has many pit stops along the way.

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

24-7 InTouch

JANUARY 9, 2024

CAIRO, EGYPT – January 10, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has announced the creation of more than 500 full-time jobs in Cairo. “The diverse workforce and extraordinary talent here made investment and expansion an easy decision,” said Ahmed Samir Ayoub, Vice President for Africa at IntouchCX. “We are excited to hire local talent to ensure that Cairo becomes a key hub for our global clients in providing a ful

Technology 64

Technology Personalization Customer Experience Management 64

Cisco - Contact Center

JANUARY 9, 2024

Cloud transformation has given rise to a new era of business innovation and growth.

Enterprise 64

Enterprise 64

Helpware

JANUARY 9, 2024

Vendor outsourcing is an integral strategy for global enterprises. It refers to the process of subcontracting out certain functions or processes to external service providers. The global volume of business process outsourcing reached an amazing $245.9 billion in 2021 and is forecast to expand at a rapid 9.1 % CAGR over the period from 2022 to 2030. Businesses resort to BPO in pursuit of cost efficiency and specialized expertise in certain areas.

outsourcing 63

outsourcing Business Process Outsourcing Enterprise 63

TeamSupport

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

Cisco - Contact Center

JANUARY 9, 2024

For any organization sending bulk email or high email volumes to Google and Yahoo accounts, there’s one date you should have flagged on your calendar.

Accountability 58

Accountability 58

ChurnZero

JANUARY 9, 2024

A version of this article originally appeared at Forbes. Are you and your leadership team thinking too much about AI? I dont mean considering its impact or its potential, which will be significant and unpredictable. I mean: Are you thinking at the expense of doing? The great thing about AI is that it is very approachable. While the technology behind it is fascinating, and its hype cycle is in full spin, finding your first AI applications doesnt require much expertise.

Accountability 52

Accountability Metrics Technology Personalization 52

Cisco - Contact Center

JANUARY 9, 2024

The Cisco Substation Automation solution enables utilities to support new business models, expand capacity, integrate renewable energy sources, reduce operational costs, reduce risks to grid… Read more on Cisco Blogs

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CSM Magazine

JANUARY 9, 2024

Pin Up Casino is known for its diversity of vibrant games, including favorites like Crazy Monkey, Resident and Zeus Rush Fever Deluxe. These games not only offer quality entertainment, but also the possibility of substantial winnings. Below, we’ll explore specific strategies for each of these games to maximize your chances of success. Crazy Monkey: A Jungle Adventure Crazy Monkey stands out with its fun theme and lively graphics.

Entertainment 52

Entertainment Management 52

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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.

Customer Experience

24-7 InTouch

JANUARY 9, 2024

Access to quality online learning is an important step in helping people future-proof their skills and seek new opportunities for growth and development. The market has grown increasingly competitive as more and more people are accessing online courses to help them navigate today’s ever changing labor market. The rise in demand continues an upward trend that predates the Covid-19 pandemic, which created an opportune moment that increased remote learning enrollments.

Customer Experience 52

Customer Experience Average Handle Time Education Government 52

CSM Magazine

JANUARY 9, 2024

Business fleet fuel cards offer significant savings on gas expenses through various features such as rebates and discounts. With fuel cards, businesses can track fuel usage, set spending limits, and generate custom reports to better manage and control their fleet’s fuel expenses. These cards also eliminate the need for employees to make fuel purchases on expense reports, streamlining expense reporting processes.

Transportation 52

Transportation Accountability Analytics Surveys 52

Zappix

JANUARY 9, 2024

Zappix announces a year of substantial growth and strategic evolution throughout 2023, significant expansion of its portfolio, market recognition via industry awards, and record-setting usage by clients. The post Zappix Announces Remarkable Business Growth and Portfolio Advancements in 2023 appeared first on Zappix.

Marketing 52

Marketing 52

CSM Magazine

JANUARY 9, 2024

Creating a comfortable and productive home office is essential for maximizing your efficiency and well-being. With the rise of remote work and the increasing number of people working from home, it’s more important than ever to design a workspace that fosters creativity and focus. In this article, we’ll explore various tips and ideas to help you transform your home office into a space that you’ll look forward to working in every day.

Personalization 52

Personalization Technology Management 52

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

3CLogic

JANUARY 9, 2024

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Cisco - Contact Center

JANUARY 9, 2024

Did you miss some of the great financial services customer success stories Cisco produced in 2023? These stories are a testament to clients achieving their goals with Cisco at their side.

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Strategic Contact

JANUARY 9, 2024

I’ve been asked by Contact Center Pipeline to lend my voice to an article on contact center trends for 2024. I wouldn’t dare write about it without talking about Artificial Intelligence (AI). But here’s the $64,000 question: Will it be the breakthrough that contact centers are hoping for, or another technology that falls short of.

Contact Center 48

Contact Center Technology 48

Back Office Centers

JANUARY 9, 2024

Back office duties are becoming more and more appealing to outsource as companies struggle to keep up with the rising demand for their goods and services and as technology advances. For businesses, a professional back office outsourcing service may be a useful strategy for increasing productivity, cutting costs, and freeing up funds for other initiatives.

outsourcing 40

outsourcing Business Process Outsourcing Accountability industry standards 40

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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

Back Office Centers

JANUARY 9, 2024

Outsourcing back-office functions may help businesses run more efficiently, maintain their competitiveness, and free up management time for other priorities. Businesses may increase productivity, cut expenses, and boost overall performance by choosing back office outsourcing to specialized service providers. This article analyses the advantages and drawbacks of outsourcing back-office functions, emphasizing how it affects the performance of organizations.

outsourcing 40

outsourcing Calibration Accountability Finance 40