Beyond Philosophy
MARCH 7, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
AWS Machine Learning
MARCH 7, 2024
Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.
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ChurnZero
MARCH 7, 2024
If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. The good news is that you’re almost certainly not alone, suggests stress management and productivity coach Ryan Johansen—and that the sooner you understand this and take action, the faster you’ll learn to help yourself and your team manage stress better.
Cisco - Contact Center
MARCH 7, 2024
If the rapid growth of artificial intelligence (AI), the increasing need for state-of-the-art student, faculty and staff experiences, security, and the pending enrollment cliff in the US have you… Read more on Cisco Blogs
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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.
Playvox
MARCH 7, 2024
March 8th is International Women’s Day and represents a day of reflection, recognition, and celebration for women. On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cyara
MARCH 7, 2024
Discover how Project Gamma and AI validation is improving number testing with more accurate results, reduced resolution time and enhanced CX.
Cisco - Contact Center
MARCH 7, 2024
A realistic guide to empowering application developers In today’s fast-paced digital landscape, application developers are the unsung heroes who craft the software that powers our modern world.
VirtualPBX
MARCH 7, 2024
In the era of rapidly advancing communication technologies, it’s crucial to understand the foundations upon which our modern systems are built. One such cornerstone is the Public Switched Telephone Network (PSTN), which has long served as the backbone of global telecommunications. Alongside PSTN, alternatives such as Airdial, a cost-effective POTS alternative for replacing traditional copper wire telephone service, have emerged, offering innovative solutions to traditional telephony challe
TeamSupport
MARCH 7, 2024
In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.
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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.
VirtualPBX
MARCH 7, 2024
In the era of rapidly advancing communication technologies, it’s crucial to understand the foundations upon which our modern systems are built. One such cornerstone is the Public Switched Telephone Network (PSTN), which has long served as the backbone of global telecommunications. Alongside PSTN, alternatives such as Airdial, a cost-effective POTS alternative for replacing traditional copper wire telephone service, have emerged, offering innovative solutions to traditional telephony challe
Genroe
MARCH 7, 2024
Transform healthcare with NPS insights: Engage patients, optimize care, and boost loyalty. Your guide to patient-centric excellence. The post Elevating Patient Experience: Net Promoter Score in Healthcare appeared first on Genroe | Customer Experience | Net Promoter Score.
TeamSupport
MARCH 7, 2024
In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.
Vistio
MARCH 7, 2024
People often use the terms “Utilization” and “Occupancy” interchangeably, but they are definitely not the same thing. Understanding that as Service Level goals go up, Occupancy goes down can be critical to optimizing your 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.
CSM Magazine
MARCH 7, 2024
Jet Wash Shop is using a workforce management system from BigChange to power the nationwide expansion of its business. Operating across the UK, Jet Wash Shop offers a full sales, rental, maintenance and repair service and has transitioned from the supply and service of professional valeting equipment to a one-stop shop for all types of pressure washing equipment.
Vistio
MARCH 7, 2024
Here at Vistio, we’re proud to announce that ServiceSim has secured a finalist spot in the Contact Center Solution category at the 18th annual Stevie Awards in Las Vegas in April. “It’s amazing to see how far ServiceSim has come since we launched it in September. We now have it live in 12 clients including two top tolling agencies, one of the largest utilities, and in healthcare, insurance, outbound sales, and retail, among others.
CSM Magazine
MARCH 7, 2024
Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. The Birmingham-headquartered BPO which started out with just 20 full-time staff in 2011 and now employs over 5,000 people in the UK, USA, Australia and South Africa, is using the Encoded solution to streamline payment processes, strengthen th
Cisco - Contact Center
MARCH 7, 2024
The proliferation of applications across hybrid and multicloud environments continues at a blistering pace.
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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.
Brad Cleveland Blog
MARCH 7, 2024
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And … Continue reading → The post The Cost of Recurring Problems appeared first on Brad Cleveland.
Cisco - Contact Center
MARCH 7, 2024
80% of the Cisco Store’s merchandise powers an inclusive future for all — but what does that mean? What’s new at the Cisco Store?
Brad Cleveland Blog
MARCH 7, 2024
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And … Continue reading → The post The Cost of Recurring Problems appeared first on Brad Cleveland.
SmartKarrot
MARCH 7, 2024
In the ever-evolving landscape of customer success and key account management, the significance of relationship building remains paramount. As a seasoned Customer Success Manager (CSM), I have navigated through the intricacies of client interactions and gleaned insights that I believe are essential for success in this field. In this article, we’ll delve into the fundamental aspects of relationship building that are crucial for CSMs and Key Account Managers (KAMs), especially in the context
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!
BlueOcean
MARCH 7, 2024
Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.
BlueOcean
MARCH 7, 2024
Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.
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