CCNG

NOVEMBER 6, 2024

Successful employee engagement is subjective. True employee engagement is a moving target with an ebb and flow—it’s constantly changing. An employee’s view of employee engagement is based on their last interaction with their manager, hearing the CEO’s company address, or their interaction with HR or the benefits department. Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

ShepHyken

NOVEMBER 6, 2024

Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

Customer Support 196

Customer Support Customer Service Customer Experience 196

AWS Machine Learning

NOVEMBER 6, 2024

The emergence of generative AI has ushered in a new era of possibilities, enabling the creation of human-like text, images, code, and more. However, as exciting as these advancements are, data scientists often face challenges when it comes to developing UIs and to prototyping and interacting with their business users. Traditionally, building frontend and backend applications has required knowledge of web development frameworks and infrastructure management, which can be daunting for those with e

Construction 104

Construction APIs Big data Best practices 104

Ambs Call Center

NOVEMBER 6, 2024

Choosing between an American and an offshore call center can be more complicated than it first appears. The simple fact that draws many businesses to offshore call centers is that they’ll save them money.

Call Center 82

Call Center outsourcing Answering services 82

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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

AWS Machine Learning

NOVEMBER 6, 2024

The rise of large language models (LLMs) and foundation models (FMs) has revolutionized the field of natural language processing (NLP) and artificial intelligence (AI). These powerful models, trained on vast amounts of data, can generate human-like text, answer questions, and even engage in creative writing tasks. However, training and deploying such models from scratch is a complex and resource-intensive process, often requiring specialized expertise and significant computational resources.

APIs 92

APIs Accountability Best practices Engineering 92

AWS Machine Learning

NOVEMBER 6, 2024

This post is co-written with Steven Craig from Hearst. To maintain their competitive edge, organizations are constantly seeking ways to accelerate cloud adoption, streamline processes, and drive innovation. However, Cloud Center of Excellence (CCoE) teams often can be perceived as bottlenecks to organizational transformation due to limited resources and overwhelming demand for their support.

Government 82

Government Best practices Self service Management 82

OctopusTech

NOVEMBER 6, 2024

The call center plays an important role in ensuring that the needs of your customers are met. By communicating clearly and creating memorable interactions with customers, they help in presenting the company’s brand accurately. However, regular call center email quality monitoring is needed to make sure that the communications are within the set company standards.

Call Center 62

Call Center Metrics outsourcing Surveys 62

AWS Machine Learning

NOVEMBER 6, 2024

Generative AI continues to push the boundaries of what’s possible. One area garnering significant attention is the use of generative AI to analyze audio and video transcripts, increasing our ability to extract valuable insights from content stored in audio or video files. Speech data is unique and complex, which makes it difficult to analyze and extract insights.

Analytics 87

Analytics Call Center Best practices outsourcing 87

JustCall

NOVEMBER 6, 2024

Interested in a two-sentence horror story? You cold called a highly qualified sales lead. They saw your incoming call and promptly blocked it because it appeared as “spam likely” on the caller ID. Shudders, right? Sadly, this isn’t a work of fiction. This could be happening to you, your peers, or even your entire sales team–without any of you knowing.

Telemarketing 52

Telemarketing Real estate Best practices Sales 52

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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

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

CSM Magazine

NOVEMBER 6, 2024

The Board Certified Behavior Analyst (BCBA) exam is a big step for anyone looking to become a certified behavior analyst. I’ve seen many people feel nervous about this test, but I’m here to break it down for you. Effective BCBA exam prep is crucial for success in this challenging assessment. The exam covers key areas like basic principles of behavior analysis, measurement, assessment, and behavior change systems.

Government 52

Government Healthcare Education Best practices 52

TCN

NOVEMBER 6, 2024

Privacy regulations are not just a legal requirement but also an ethical commitment to safeguarding your customers’ information. However, as regulations grow stricter, maintaining compliance has become increasingly more difficult for organizations. In this blog, we’ll discuss best practices for compliance and highlight how businesses can adapt their strategies to protect sensitive data and avoid […] The post Ensuring Compliance with Privacy Regulations appeared first on TCN.

Best practices 52

Best practices 52

CSM Magazine

NOVEMBER 6, 2024

In today’s moving environment, time is valuable for working adults. Every moment matters, which places a high value on productivity. The selection of the correct tools can greatly influence how efficiently tasks are completed, and a web browser that prioritizes productivity is crucial. With numerous choices on the market, selecting a browser that includes key features can simplify work processes and enhance overall performance.

Management 52

Management Marketing Technology Personalization 52

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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

TMP Direct

NOVEMBER 6, 2024

In today’s fast-paced, digitally connected world, customer expectations are at an all-time high. Customer satisfaction now hinges on seamless, reliable interactions across multiple channels. Whether through phone, email, chat, or social media, customers demand consistent, high-quality support. This is where omni-channel support becomes essential. Business Process Outsourcing (BPO) companies play a critical role in meeting these expectations by providing comprehensive omni-channel backup support,

Omni-channel support 52

Omni-channel support Business Process Outsourcing outsourcing Multichannel 52

CSM Magazine

NOVEMBER 6, 2024

Every successful project manager knows that a strong project management plan is the cornerstone of delivering exceptional results. Whether you’re seeking a free project plan template or investing in sophisticated project management software, your management plan must prioritize customer satisfaction from day one. This comprehensive guide will walk you through the project planning process while ensuring your project objectives align perfectly with customer needs.

Management 52

Management Morale Quality management Metrics 52

Cisco - Contact Center

NOVEMBER 6, 2024

Cisco Live Melbourne starts next week, and I’m excited to spend time with Cisco customers and partners at this energizing event from November 11-14, 2024.

Customer Experience 52

Customer Experience 52

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy.

Customer Service 52

Customer Service CRM Feedback Wait times 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

SQM Group

NOVEMBER 6, 2024

Learn about an innovative approach that leverages advanced technology to streamline and automate the QA process.

Call Center 62

Call Center Technology 62

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

Analytics 48

Analytics Coaching Employee engagement Quality management 48

5CA

NOVEMBER 6, 2024

On October 16th, 5CA hosted over 50 leaders in player and customer support at Amsterdam’s Volkshotel for a day filled with insights, networking, and fresh ideas.

Customer Support 52

Customer Support 52