CCNG

AUGUST 14, 2024

After about a year as a Project Manager at an outbound BPO in Oregon, I was promoted to Site Director for the company’s new Seattle location. With the first sixty seats operational, I was the second employee at the site, responsible for staffing and operating the facility. This was my first experience making hiring decisions, so I took a methodical approach, ensuring that each applicant was consistently measured against the same criteria.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

Callminer

AUGUST 14, 2024

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, analyze data, and make strategic decisions.

Customer Experience 182

Customer Experience 182

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

Employee engagement 174

Employee engagement Customer Service Customer Experience 174

AWS Machine Learning

AUGUST 14, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

Enterprise 105

Enterprise APIs Engineering Accountability 105

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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.

Customer Experience

Cisco - Contact Center

AUGUST 14, 2024

We are bringing our Networking, Security, and Collaboration teams together as one organization led by Jeetu Patel as he takes on an expanded role as Cisco’s EVP and Chief Product Officer.

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98

Interaction Metrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Certified Languages International

AUGUST 14, 2024

Newly immigrated families, who might already struggle to navigate the American school system due to lack of familiarity, face additional challenges when they need to go through the process of qualifying a child for special education. Individualized Education Program (IEP) plans are designed to help children in need of accommodations, but the setup process isn’t easy.

Education 52

Education Management 52

Cisco - Contact Center

AUGUST 14, 2024

Cyber resilience is crucial for organizations, especially in the US Public Sector, and can be significantly enhanced through the NIST Cybersecurity Framework 2.0, Cisco Security Portfolio, and Splunk, which together provide a comprehensive approach to managing and mitigating cyber risks.

Management 52

Management Government Technology 52

TCN

AUGUST 14, 2024

Compliance within the contact center must be adhered to. Customers, agents and managers want to feel secure and work within their rights. Thankfully, several compliance laws have been enacted to protect their users. However, compliance can be a hassle, especially when the standards shift from year to year. But keeping up with a moving target […] The post Building a Culture of Compliance: Training and Education in Contact Center Environments appeared first on TCN.

Education 52

Education Contact Center Management 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

Help Scout

AUGUST 14, 2024

Ready to transform your ecommerce strategy? Learn how WhatsApp can help you connect with customers, drive sales, and create lasting relationships.

Sales 45

Sales 45

5CA

AUGUST 14, 2024

Imagine walking into your favorite store, where the staff greets you by name, knows your preferences, and is genuinely excited about helping you find exactly what you need.

Customer Support 52

Customer Support 52

Cisco - Contact Center

AUGUST 14, 2024

Learn how Cisco’s User Protection Suite provides fast and secure connection to applications, even while traveling.

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40

AWS Machine Learning

AUGUST 14, 2024

Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. ServiceNow is a platform for incident tracking, knowledge management, and project management functions for software projects and has become an indispensable part of many organizations’ workflows to ensure success of the customer and the product.

APIs 103

APIs Enterprise Engineering Accountability 103

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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

Brad Cleveland Blog

AUGUST 14, 2024

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset. The post The Biden’s Administration’s ‘Time is Money’ Initiative appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Quality management Self service Contact Center 26