BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Customer centricity 219

Customer centricity Feedback Customer Experience Customer Service 219

AWS Machine Learning

DECEMBER 18, 2023

Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.

Government 130

Government Engineering Analytics Technology 130

Nuance

DECEMBER 18, 2023

… Reducing clinicians’ cognitive load to focus on their well-being Read More » The post Reducing clinicians’ cognitive load to focus on their well-being appeared first on What’s Next blog.

Healthcare 78

Healthcare 78

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Cisco - Contact Center

DECEMBER 18, 2023

Our conviction in Africa’s vast potential is part of what fuels the climate investment strategy of the Cisco Foundation.

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Cisco - Contact Center

DECEMBER 18, 2023

G’day mates from Down Under! The DevNet Zone at Cisco Live APJC in Melbourne, Australia was a great adventure.

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Kapta Customer Success

DECEMBER 18, 2023

The upcoming year will be challenging for account managers and customers alike. We’re surrounded by so much uncertainty with shifting markets and an unpredictable economy causing businesses to respond by doing more with less. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.

Accountability 59

Accountability Management Marketing 59

Cisco - Contact Center

DECEMBER 18, 2023

Almost overnight, Artificial Intelligence (AI) has become a priority for most organizations. A concerning trend is the increasing use of AI by adversaries to execute malicious activities.

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Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.

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Chatbots Technology Personalization Customer Service 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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

CSM Magazine

DECEMBER 18, 2023

Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem.

Transportation 52

Transportation Feedback Customer Service 52

Abby Connect

DECEMBER 18, 2023

Get the Checklist Choosing between receptionist services can be difficult—you have a lot of options. AI receptionists. Call center answering services. Virtual receptionist services. More advanced receptionist services. They all offer overlapping features and use different language to define their services. So, how do you know what will work best for your business?

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Answering services Call Center 52

CSM Magazine

DECEMBER 18, 2023

Revolutionizing equipment tracking, Smart Tagging is a game-changer for businesses. Imagine a tiny chip attached to each item, storing crucial details like identification number, purchase date, warranty, and maintenance history. In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes.

Transportation 52

Transportation Best practices Healthcare Technology 52

Vistio

DECEMBER 18, 2023

Crafting a successful outsourcing strategy isn't just about finding the right partner. It's also about shaping the relationship in a way that aligns to the goals of both organizations.

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outsourcing Best practices 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line.

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Personalization Customer Service Multi-channel support Surveys 52

Abby Connect

DECEMBER 18, 2023

If there is one thing we can be sure of as a society, it’s that we all have differing opinions about what a front desk and receptionist’s duties should look like.

Marketing 52

Marketing Technology Customer Service 52

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

AWS Machine Learning

DECEMBER 18, 2023

This is a guest post co-written with Babu Srinivasan from MongoDB. As industries evolve in today’s fast-paced business landscape, the inability to have real-time forecasts poses significant challenges for industries heavily reliant on accurate and timely insights. The absence of real-time forecasts in various industries presents pressing business challenges that can significantly impact decision-making and operational efficiency.

Finance 107

Finance APIs Analytics Scripts 107

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.

Customer centricity 10

Customer centricity Consulting Consulting Enterprise 10

TeamSupport

DECEMBER 18, 2023

“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?

Customer Service 59

Customer Service B2B Customer Support Customer Experience 59

SmartKarrot

DECEMBER 18, 2023

In the dynamic business environment, encompassing customer success , product-oriented enterprises, and service providers, the core principles of account management stand unwavering. Engaging in a discussion with an experienced industry veteran, we probed the intricacies of account management, dissecting the transformations observed over time and highlighting the pivotal influence of technology in molding these dynamics.

Accountability 8

Accountability Management Advertising Metrics 8

SmartKarrot

DECEMBER 18, 2023

In the dynamic business environment, encompassing customer success , product-oriented enterprises, and service providers, the core principles of account management stand unwavering. Engaging in a discussion with an experienced industry veteran, we probed the intricacies of account management, dissecting the transformations observed over time and highlighting the pivotal influence of technology in molding these dynamics.

Accountability 8

Accountability Management Advertising Metrics 8

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience