Cyara

MARCH 12, 2024

High latency can dramatically affect the quality of your voice and video calls. Learn more about its effects and how it’s measured.

Contact Center 76

Contact Center Call Center 76

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.

Personalization 391

Personalization Advertising Feedback Customer Service 391

AWS Machine Learning

MARCH 12, 2024

Advertisers, publishers, and advertising technology providers are actively seeking efficient ways to collaborate with their partners to generate insights about their collective datasets. One common reason to engage in data collaboration is to run an audience overlap analysis, which is a common analysis to run when media planning and evaluating new partnerships.

Advertising 131

Advertising Accountability APIs Best practices 131

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Entertainment 118

Entertainment Engineering Marketing Education 118

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

AWS Machine Learning

MARCH 12, 2024

This post is co-written with Justin Miles, Liv d’Aliberti, and Joe Kovba from Leidos. Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. In this post, we discuss how Leidos worked with AWS to develop an approach to privacy-preserving large language model (LLM) inference using AWS Nitro Enclaves.

Chatbots 126

Chatbots Healthcare Accountability Transportation 126

Abby Connect

MARCH 12, 2024

The cost of a missed call can be high for small businesses, and returning those calls can feel daunting and confusing. How can you do it well? You’re not alone in your uncertainty.

Sales 98

Sales Customer Service 98

Cisco - Contact Center

MARCH 12, 2024

Think of how much digital channels and the contact center have evolved.

Contact Center 81

Contact Center Customer Experience 81

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Morale 78

Morale Gamification Contact Center Quality management 78

Cisco - Contact Center

MARCH 12, 2024

Last month, the Connected Black Professionals Inclusive Community shone the spotlight on talented members at events highlighting Black creativity in celebration of African Americans in the Arts — t… Read more on Cisco Blogs

76

76

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Humach

MARCH 12, 2024

March is Women’s History Month, a time to celebrate and honor the awesome things women have accomplished throughout history and recognize their contributions in Customer Experience. In the ever-evolving landscape of technology-driven customer service solutions, one powerful yet sometimes overlooked force stands out: the influence of women. At Humach, we passionately recognize and celebrate the incredible contributions women have made in shaping the success and innovation of our industry.

Customer Service 64

Customer Service Technology Customer Experience 64

Cisco - Contact Center

MARCH 12, 2024

In the spirit of March being Women’s History Month and National Science & Engineering Week, we’re thrilled to amplify the voices of some extraordinary women from Cisco’s Global Partner Engineering tea… Read more on Cisco Blogs

Engineering 70

Engineering 70

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. It’s vital that we stay in touch with our network, to learn from both the issues they’re facing in their businesses, and the solutions they’re putting in place. We had a brilliant day talking to current and future clients, and we’re excited to share what we’ve learned (Sharing best practice is step 5 in the collaborative model we use when working alongside our clients to improve their VOC programme!

Customer Service 62

Customer Service Best practices Feedback APIs 62

Cisco - Contact Center

MARCH 12, 2024

More than a path to digitization or a mere advancement in monitoring, Cisco Full-Stack Observability solutions are a strategic asset that empower patient care and clinical outcomes via secure,… Read more on Cisco Blogs

Healthcare 66

Healthcare Management 66

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Concentrix

MARCH 12, 2024

JOIN US AT GOOGLE CLOUD NEXT 2024 IN LAS VEGAS! Power Up Your Customer Experience at Next 2024!

Customer Experience 62

Customer Experience 62

Help Scout

MARCH 12, 2024

Discover how customer engagement metrics can transform your business strategy for better, more personalized customer experiences.

Metrics 53

Metrics Personalization Customer Experience 53

Vistio

MARCH 12, 2024

Recognizing both the challenges and immense opportunities in elevating customer service delivery, forward-thinking organizations are turning to innovative, technology-driven solutions.

Customer Service 52

Customer Service Technology 52

Working Solutions

MARCH 12, 2024

When talking about professional development and community building, CCWomen stands out as a trailblazer, setting the standard for empowerment, inclusivity, and support in the customer contact industry. Created by women, for women and allies, CCWomen is more than just a network – it’s a vibrant community dedicated to raising the bar on equality and DEI.

outsourcing 52

outsourcing Call Center 52

Advertisement

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM).

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Working Solutions

MARCH 12, 2024

In recent years, advancements in AI technology have significantly transformed contact center processes, offering unprecedented opportunities to streamline operations, reduce workloads, and enhance overall efficiencies. These innovations leverage machine learning, natural language processing, and automation to revolutionize the way customer interactions are managed.

Contact Center 52

Contact Center Technology Management 52

NobelBiz

MARCH 12, 2024

In a recent enlightening episode of The Chris Voss Show , Steve Bederman, CEO of NobleBiz and a luminary in the contact center industry, shared the tapestry of his entrepreneurial journey. His story is one of transformation, from starting as a call agent to ascending to the helm of a global leader in communications technology. Bederman’s appearance on the podcast provided a treasure trove of insights, not just about the trajectory of his career but about the essence of entrepreneurship its

Education 52

Education Contact Center Technology Personalization 52

AnswerConnect

MARCH 12, 2024

Looking for a cost-effective way to enhance business growth? Discover how live virtual receptionists can help you get an edge on the competition and grow. The post How live receptionist services can empower business growth. appeared first on AnswerConnect Blog.

Customer Experience 52

Customer Experience 52

Advertisement

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Injixo

MARCH 12, 2024

AI (artificial intelligence) continues to be big news. There is no shortage of opinion about whether AI represents a boon to society, a new industrial revolution, whether it presages the end of civilization as we know it, or all of the above. There is great uncertainty about what an AI-powered future holds for individuals, businesses, and governments.

Management 52

Management Government 52

Genroe

MARCH 12, 2024

Unlock the power of customer loyalty with this ultimate guide to choosing the right NPS software for your business - whatever it's size. The post The Ultimate Guide to The Best NPS Software in 2024 appeared first on Genroe | Customer Experience | Net Promoter Score.

Customer Experience 52

Customer Experience 52

Concentrix

MARCH 12, 2024

JOIN US AT GOOGLE CLOUD NEXT 2024 IN LAS VEGAS! Power Up your Customer Experience Attend our Lunch-and-Learn sessions Enjoy our Happy Hour, Wednesday April 10th, 5:30 – 7:30 pm PST SIGN ME UP 1.

Customer Experience 48

Customer Experience 48

CSM Magazine

MARCH 12, 2024

Chatfuel , the behind-the-scenes chatbot builder with a long history as the provider of the majority of Facebook messages, today announces the immediate availability of a suite of autonomous generative AI agents. The sales-focused AI agents are optimized for SMBs in ecommerce, enabling customers to proceed through the sales cycle without human involvement.

Sales 52

Sales Chatbots Scripts CRM 52

Advertisement

Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center