Connect

SEPTEMBER 10, 2024

by Craig Smith, CX Automation Manager and Damian Copeland, COO While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment. In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).

Chatbots 88

Chatbots Engineering Cloud contact Technology 88

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

Consulting 377

Consulting Consulting Customer Service Customer Experience 377

Kapta Customer Success

SEPTEMBER 10, 2024

Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.

Sales 98

Sales Accountability Management CRM 98

AWS Machine Learning

SEPTEMBER 10, 2024

This post is co-written with Francisco Azuaje from Genomics England. Genomics England analyzes sequenced genomes for The National Health Service (NHS) in the United Kingdom, and then equips researchers to use data to advance biological research. As part of its goal to help people live longer, healthier lives, Genomics England is interested in facilitating more accurate identification of cancer subtypes and severity, using machine learning (ML).

Healthcare 95

Healthcare Best practices Consulting Consulting 95

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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

AnswerConnect

SEPTEMBER 10, 2024

Explore AI vs. real answering services to find the best solution for your business. Compare costs, scalability, and customer satisfaction. The post AI vs real answering services solutions: which is best for your business? appeared first on AnswerConnect Blog.

Answering services 72

Answering services 72

VirtualPBX

SEPTEMBER 10, 2024

We’re proud to announce via press release today that our Business Phone product has earned the prestigious 2024 Teleworking Award, recognizing its innovative solutions for the challenges of remote work. As businesses shift to hybrid and remote models, we understand how critical reliable communication is for maintaining productivity and collaboration.

Management 59

Management Personalization 59

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 62

Contact Center outsourcing Employee engagement Average Handle Time 62

Cisco - Contact Center

SEPTEMBER 10, 2024

As we celebrate our three-year anniversary of our net zero goal, we want to highlight some of the progress we’ve made so far.

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VirtualPBX

SEPTEMBER 10, 2024

We’re proud to announce via press release today that our Business Phone product has earned the prestigious 2024 Teleworking Award, recognizing its innovative solutions for the challenges of remote work. As businesses shift to hybrid and remote models, we understand how critical reliable communication is for maintaining productivity and collaboration.

Management 52

Management Personalization 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

NobelBiz

SEPTEMBER 10, 2024

Omnichannel contact center solutions provide the means to meet such demand by uniting customer interactions and driving a more connected, consistent, and satisfying experience. In this article, we are going to discuss what omnichannel contact center solutions are, how they are different from traditional multichannel approaches, why they are important for businesses in modern times, features to look for in a tool, and some of the best options available in the market today.

contact center solutions 52

contact center solutions Contact Center Multichannel Analytics 52

TMP Direct

SEPTEMBER 10, 2024

Enhancing Customer Experience (CX) and Inventory Management in E-Commerce & Retail: The TMP Way In the current dynamic retail and e-commerce environment, customer demands are changing at an exceptionally rapid pace. Businesses need to keep up with, if not outpace, the rapid advancement of digital transformation in order to be competitive. Businesses must use data-driven insights and creative approaches to meet and surpass these expectations.

Omni-channel support 52

Omni-channel support Management Self service Customer effort 52

Cisco - Contact Center

SEPTEMBER 10, 2024

Secure Network Analytics 7.5.1 is now available. This release provides features including expanded firewall log ingestion, custom dashboards, better ISE integration, and much more.

Analytics 43

Analytics 43

Cisco - Contact Center

SEPTEMBER 10, 2024

Secure Network Analytics 7.5.1 is now available. This release provides features including expanded firewall log ingestion, custom dashboards, better ISE integration, and much more.

Analytics 40

Analytics 40

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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