BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Marketing 254

Marketing Customer Service Sales Customer Experience 254

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

Feedback 114

Feedback Best practices Customer retention Analytics 114

AWS Machine Learning

JANUARY 30, 2024

With the advent of generative AI, today’s foundation models (FMs), such as the large language models (LLMs) Claude 2 and Llama 2, can perform a range of generative tasks such as question answering, summarization, and content creation on text data. However, real-world data exists in multiple modalities, such as text, images, video, and audio. Take a PowerPoint slide deck, for example.

Scripts 123

Scripts Enterprise Analytics APIs 123

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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

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

ConvergeOne

JANUARY 30, 2024

Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.

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Cisco - Contact Center

JANUARY 30, 2024

We woke up in the stillness of predawn, driven by our year-long commitment and unwavering dedication. That’s because we’re not just Cisconians.

Customer Experience 98

Customer Experience 98

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Cisco - Contact Center

JANUARY 30, 2024

Hybrid work is enhancing government’s impact at every level by improving collaborative outcomes and delivering better employee experiences.

Government 98

Government Surveys 98

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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.

Analytics

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap in getting the message across let alone indulge in troubleshooting issues. Therefore, the requirements set to contact center agents are crystal clear - a high level of the language they are working with and a good accent, and the accent of an agent is

Contact Center 79

Contact Center Technology Coaching Customer Service 79

Cisco - Contact Center

JANUARY 30, 2024

Augmented reality (AR) has the potential to unlock a new level of interaction with the world around us. The Cisco Store has harnessed this technology by creating the Cisco Store Xplorer AR app.

Technology 95

Technology 95

SQM Group

JANUARY 30, 2024

Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction.

Call Center 82

Call Center Management 82

Cisco - Contact Center

JANUARY 30, 2024

Everyone loves the movies. But whether we go out or stay in, we’re relying on countless, mostly invisible pieces of technology that create and coordinate our every experience.

Technology 90

Technology Management 90

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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

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

outsourcing 62

outsourcing Contact Center Call Center Customer Care 62

Concentrix

JANUARY 30, 2024

COME SEE US! CCW Berlin 2024 Find out about the latest CX trends and tech innovations presented by the best experts on stage at the CCW, where Concentrix + Webhelp will also showcase our latest solutions. Design, build, and run the future of CX with us!

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Cisco - Contact Center

JANUARY 30, 2024

Major data breaches are on the rise, and APIs are increasingly being used to gain access to sensitive data.

APIs 97

APIs 97

FluentStream

JANUARY 30, 2024

Nearly every small business shares a common goal: growth. For organizations with office space, growth often results in the need for more space or new locations. As Bristol Dental discovered, cloud communication services make extending communication capabilities across locations seamless. Read More The post How Cloud Communication Services Ease Business Expansion to Multiple Locations appeared first on FluentStream.

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59

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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.

Customer Experience

Vistio

JANUARY 30, 2024

Appropriate staffing is the cornerstone of your contact center. Without the right staffing levels, you will find yourself constantly firefighting, only living for today, and unable to plan and innovate for tomorrow. So, how do you get staffing right?

Contact Center 52

Contact Center Best practices 52

FluentStream

JANUARY 30, 2024

Nearly every small business shares a common goal: growth. For organizations with office space, growth often results in the need for more space or new locations. As Bristol Dental discovered, cloud communication services make extending communication capabilities across locations seamless. Read More The post How Cloud Communication Services Ease Business Expansion to Multiple Locations appeared first on FluentStream.

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kommunicate

JANUARY 30, 2024

Last Updated on January 31, 2024 Imagine a customer visiting your website for the first time and instantly greeted by a friendly virtual assistant, ready to answer any of their questions and guide them toward a purchase. There is no waiting, no calls put on hold, or no navigating confusing menus — just quick, efficient, [.] The post FAQ Chatbot: Benefits, Types, Use Cases, and How to Create appeared first on Kommunicate Blog.

Chatbots 52

Chatbots Customer Support 52

Vistio

JANUARY 30, 2024

It’s no secret that more and more companies are turning to AI to help manage customer queries, orders, and complaints. While some might argue that this could signal the end of human customer service representatives, others see it differently. They believe that the rise of AI, particularly generative AI, will actually enhance, not erase, the role of humans in customer service.

Customer Service 52

Customer Service call center software Technology Chatbots 52

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!

Customer Experience

Cisco - Contact Center

JANUARY 30, 2024

Most days of the week, you can expect to see AI- and/or sustainability-related headlines in every major technology outlet.

Technology 59

Technology 59

Help Scout

JANUARY 30, 2024

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

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DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international

Contact Center 48

Contact Center CRM Enterprise Self service 48

Concentrix

JANUARY 30, 2024

Join Us In Barcelona! Mobile World Congress | 4YFN Barcelona 2024 We are the undisputed, tech-enabled Customer Experience partner who creates game-changing customer journeys that help brands grow, across the world and into the future. FIND US: Hall 8.1 Stand 8.

Customer Experience 48

Customer Experience 48

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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

Cisco - Contact Center

JANUARY 30, 2024

You can’t greenwash AI. In 2024, organizations will have greater clarity and insights into achieving sustainability outcomes.

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SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management Enterprise industry standards Analytics 10

Cisco - Contact Center

JANUARY 30, 2024

Most days of the week, you can expect to see AI- and/or sustainability-related headlines in every major technology outlet.

Technology 52

Technology 52