Bill Quiseng

OCTOBER 9, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

Customer Experience 174

Customer Experience Customer Service Customer Care Personalization 174

AWS Machine Learning

OCTOBER 9, 2024

Amazon Q Business is a fully managed, generative AI-powered assistant that you can configure to answer questions, provide summaries, generate content, and complete tasks based on your enterprise data. Amazon Q Business offers over 40 built-in connectors to popular enterprise applications and document repositories, including Amazon Simple Storage Service (Amazon S3) , Salesforce, Google Drive, Microsoft 365, ServiceNow, Gmail, Slack, Atlassian, and Zendesk and can help you create your generative

APIs 126

APIs Enterprise Management Accountability 126

ConvergeOne

OCTOBER 9, 2024

In this blog, we’ll explore the key risks associated with not migrating to a cloud-based unified communications solution and why sticking with on-premises systems could be detrimental to your business in the long run.

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AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required. The service, which was launched in March 2021, predates several popular AWS offerings that have anomaly detection, such as Amazon OpenSearch , Amazon CloudWatch , AWS Glue Data Quality , Amazon Redshift M

Metrics 86

Metrics APIs Engineering Accountability 86

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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

Cisco - Contact Center

OCTOBER 9, 2024

It is my pleasure to announce the general availability of several new DevNet sandboxes. We’re continuously monitoring sandbox utilization and listening to our community so that we can continuously improve the user experience we are providing with our sandbox environments. Let’s start with Catalyst Center, formerly known as DNA Center.

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Cisco - Contact Center

OCTOBER 9, 2024

Proud to partner with the Dallas Cowboys as they leverage Webex solutions to enhance fan engagement and internal collaboration.

Entertainment 76

Entertainment Technology 76

Connect

OCTOBER 9, 2024

Businesses are under immense pressure to deliver exceptional customer experiences (CX), with the contact centre the key to delivering omnichannel engagement capabilities that meet and exceed customer expectations. By Steven Fricker , Chief Revenue Officer at Connect Numerous vendors offer CX that deliver some degree of advanced customer engagement capabilities across technology stacks, whether they are customer relationship management (CRM), customer success management (CSM), or contact centre

Marketing 76

Marketing Analytics Cloud contact Technology 76

Ambs Call Center

OCTOBER 9, 2024

You're trying to find the best way to reach more people with your business’ marketing. Email works, but these days, people pay less and less attention to their inboxes. So, what’s your next move?

Marketing 75

Marketing 75

Enghouse Interactive

OCTOBER 9, 2024

Discover nine proven strategies to reduce repeat calls in your call centers and contact centers coming from industry experts. Learn what sets Enghouse Interactive apart regarding your contact center needs.

Call Center 74

Call Center Contact Center 74

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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

Cisco - Contact Center

OCTOBER 9, 2024

The most recent blog from Kunal Hatode focuses on building an AI-native security operations center. Come dive into the details and join the conversation.

Customer Experience 73

Customer Experience 73

Avoxi

OCTOBER 9, 2024

Enhancing Security in International Voice Communication: The Case for Cloud Migration International voice communication plays a pivotal role. However, as organizations expand their global customer base, they face growing security challenges in maintaining resilient and secure voice systems. The transition to cloud-based solutions offers new opportunities for enhanced security and operational efficiency.

Contact Center 71

Contact Center 71

Cisco - Contact Center

OCTOBER 9, 2024

Using existing encryption and key management technologies, enterprises can realize quantum-safe encryption today without waiting for implementations.

Enterprise 64

Enterprise Technology Management 64

Kapta Customer Success

OCTOBER 9, 2024

Account reviews are vital for retention, growth, and client satisfaction. Analyzing client needs helps address challenges, find opportunities, and deliver value.

Accountability 59

Accountability Management 59

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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

MiaRec

OCTOBER 9, 2024

Did you know that 62% of millennials and 75% of Gen-Z customers almost always prefer self-service to contacting customer support? But that doesn't mean your contact center can't assist them in their customer journey. On the contrary! Using Voice of Customer (VoC) insights gleaned from your call recordings delivers valuable data to create the best self-service experience for them.

Self service 59

Self service Contact Center Customer Support 59

ConvergeOne

OCTOBER 9, 2024

Embrace the future of K-12 education with C1's Managed Services. Boost efficiency, enhance security, and support digital learning. Discover more today.

Management 59

Management Education 59

Cisco - Contact Center

OCTOBER 9, 2024

Explore the convergence of IT and OT in manufacturing. Watch "Cisco Partner Conversations" with Deloitte's Patrick Jehu and Cisco's Nick Holden to learn about The Smart Factory and overcoming complex business challenges.

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TMP Direct

OCTOBER 9, 2024

Enhancing the Customer Experience (CX) is vital in a fast-paced and competitive environment. Companies must ensure that every phase of the sales cycle – from initial engagement to post-purchase support – delivers seamless and satisfying interactions. TMP is committed to elevating your customer experience through innovative solutions and dedicated support.

Sales 52

Sales Customer Experience Chatbots Personalization 52

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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

CSM Magazine

OCTOBER 9, 2024

The impact of Word of Mouth (WOM) on business cannot be underestimated. Traditional marketing methods still hold value, but the influence of an authentic customer recommendation is unparalleled. If you’ve experienced a friend raving about a product or service, you know how powerful word of mouth can be. But what exactly makes it so effective, and how can businesses harness its potential for growth and profitability?

Advertising 52

Advertising Customer retention Marketing Personalization 52

TMP Direct

OCTOBER 9, 2024

Enhancing the Customer Experience (CX) is vital in a fast-paced and competitive environment. Companies must ensure that every phase of the sales cycle – from initial engagement to post-purchase support – delivers seamless and satisfying interactions. TMP is committed to elevating your customer experience through innovative solutions and dedicated support.

Sales 52

Sales Customer Experience Chatbots Personalization 52

CSM Magazine

OCTOBER 9, 2024

Today, World Mental Health Day, England’s leading first aid charity St John Ambulance is joining global calls for organisations to prioritize mental health first aid in the workplace. The official theme this year is Mental Health at Work. The latest World Health Organization (WHO) figures reveal an estimated 12 billion working days are lost every year to depression and anxiety globally.

Education 52

Education Personalization Management Customer Service 52

Amplifai Coaching Category

OCTOBER 9, 2024

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

Customer Experience 52

Customer Experience 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

ConvergeOne

OCTOBER 9, 2024

The Imperative of Physical Security in IT Protection Against Unauthorized Access The first line of defense in any robust IT infrastructure is controlling who can physically access critical hardware and data centers. Implementing security measures like biometric authentication, RFID badges, and access control systems drastically reduces the risk of unauthorized entry.

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Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. With the rise of digital services (such as websites and apps) and the growing demand for round-the-clock service, airlines face the challenge of maintaining high-quality customer support across multiple touchpoints.

Airlines 52

Airlines outsourcing Customer Experience Business Process Outsourcing 52

ConvergeOne

OCTOBER 9, 2024

One significant challenge organizations encounter is the management and maintenance of network security infrastructure. Many businesses do not have the in-house expertise or resources required to operate and manage complex firewall systems effectively. Deploying, configuring, and continually updating these systems to protect against the latest threats demands a level of technical proficiency and time investment that can strain internal IT teams.

Management 52

Management 52

AnswerConnect

OCTOBER 9, 2024

Ready to start and grow a small business in Canada? From legalities to marketing, you’ll find everything you need for a successful launch. Read our guide here! The post How to Start a Small Business in Canada appeared first on AnswerConnect Blog.

Marketing 52

Marketing Sales 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

ConvergeOne

OCTOBER 9, 2024

Discover how C1's Risk Mitigation Suite helps enterprises manage vulnerabilities, secure assets, and address risks like expanding attack surfaces and shadow IT.

Enterprise 52

Enterprise Management 52

CSM Magazine

OCTOBER 9, 2024

For one week a year, the spotlight shines on the people who make a difference behind the scenes: customer service professionals. The role of these teams can’t be overstated – they’re the human face of the brand, and when companies support them, customer loyalty and business growth naturally follow. Whether it’s a kind word or a small favor, gratitude is all about the details.

Customer Service 52

Customer Service Morale Entertainment Feedback 52

Hodusoft

OCTOBER 9, 2024

How Multi-Factor Authentication Protects Customer Data in Call Center Software? “Think of multi-factor authentication as an extra lock on your front door–it provides an additional layer of protection for your online accounts beyond just a password.” This anonymous quote sums up what multi-factor authentication is in extremely simple words.

call center software 52

call center software Call Center Best practices Contact Center 52