Are You Measuring Latency on Your Calls?
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.
Tue.Mar 12, 2024
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Six Ways to Create Your Brand’s Experience Personality
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.
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The CMO’s 5-Step Guide to Boosting High-Quality Traffic and Customer Engagement
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.
Run an audience overlap analysis in AWS Clean Rooms
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.
The Contact Center Manager’s Guide to AI
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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.
Ransomware: The Story of Extortion in Education
ConvergeOne
MARCH 12, 2024
The Ransomware Landscape Ransomware is a type of malware that encrypts files or locks users out of their systems until a ransom is paid. The encrypted data becomes the hostage and the binary screams of extortion plunge the institution into chaos. These institutions, with their interconnected networks and valuable data, are particularly vulnerable. With the sector supporting distance learning, the pervasiveness of Wi-Fi networks, and IT modernization to meet student needs, these initiatives crea
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How to Return a Missed Phone Call
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.
Celebrating Creativity and Authenticity: Cisconians’ Talents and Careers Shine
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
The Power of Recognition: How to Motivate Agents Authentically
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.
Empowering Women in Tech: Voices from Cisco’s Global Partner Engineering Team
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
Frost Radar: Voice of Customer Analytics, 2024
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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.
Five CX Trends From the 2024 Institute of Customer Service Conference
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!
A prescription for insights: Cisco Full-Stack Observability supercharges healthcare
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
Empowering Women: The Driving Force Behind Tech Success in Customer Service Solutions
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.
Insurance Claim Contact Center Collaboration – Digital Customer Experience Then and Now
Cisco - Contact Center
MARCH 12, 2024
Think of how much digital channels and the contact center have evolved.
Your Roadmap to Successful AI Implementations in the Contact Center
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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.
Cultivating Confident Customer Service Teams with AI Simulation — Stacy Sherman
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.
Empowering Through Connection: Lessons Learned from CCWomen
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.
What Is Unified Customer Experience Management (CXM)?
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).
Efficiency Unleashed: How AI-Powered Tools Transform Contact Center Operations
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.
AI for Business Outcomes: Selecting the Right Tools to Drive Results
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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.
Steve Bederman on The Chris Voss Show Podcast – Lessons Learned from his Entrepreneurial Journey
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
How live receptionist services can empower business growth.
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.
AI in Workforce Management: Separating Fact from Fiction
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.
The Ultimate Guide to The Best NPS Software in 2024
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.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
JOIN US AT GOOGLE CLOUD NEXT 2024 IN LAS VEGAS!
Concentrix
MARCH 12, 2024
JOIN US AT GOOGLE CLOUD NEXT 2024 IN LAS VEGAS! Power Up Your Customer Experience at Next 2024!
Navigating the Numbers: 10 Customer Engagement Metrics to Track in 2024
Help Scout
MARCH 12, 2024
Discover how customer engagement metrics can transform your business strategy for better, more personalized customer experiences.
Join Us at Google Next in Las Vegas!
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.
The Chatbot Is Dead, Long Live the AI Sales Assistant: Chatfuel’s New AI Sales Assistants Allow Fast Scaling
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.
The State of Digital Customer Experience Report 2024
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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.
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