Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.

Airlines 221

Airlines Metrics Management Technology 221

AWS Machine Learning

DECEMBER 14, 2023

Amazon SageMaker Studio offers a broad set of fully managed integrated development environments (IDEs) for machine learning (ML) development, including JupyterLab, Code Editor based on Code-OSS (Visual Studio Code Open Source), and RStudio. It provides access to the most comprehensive set of tools for each step of ML development, from preparing data to building, training, deploying, and managing ML models.

APIs 124

APIs Engineering Management Scripts 124

CSM Magazine

DECEMBER 14, 2023

A FIRST FOR A FORCE….Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. Cleveland is one of the only forces in the country to have an external team as the public’s first point of contact for police complaints.

Customer Service 105

Customer Service Feedback 105

AWS Machine Learning

DECEMBER 14, 2023

Text-to-image generation is a rapidly growing field of artificial intelligence with applications in a variety of areas, such as media and entertainment, gaming, ecommerce product visualization, advertising and marketing, architectural design and visualization, artistic creations, and medical imaging. Stable Diffusion is a text-to-image model that empowers you to create high-quality images within seconds.

Entertainment 120

Entertainment Construction APIs Advertising 120

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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

AnomalySquared

DECEMBER 14, 2023

As we approach the dawn of 2024, businesses are gearing up for a new chapter filled with opportunities and challenges. In this rapidly evolving landscape, staying ahead of the curve is crucial for sustained success. One strategic move that can significantly impact your business's efficiency and customer satisfaction is outsourcing your call center operations.

outsourcing 96

outsourcing Call Center 96

Helpware

DECEMBER 14, 2023

For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.

Marketing 88

Marketing outsourcing 88

AWS Machine Learning

DECEMBER 14, 2023

This post is co-authored by Anatoly Khomenko, Machine Learning Engineer, and Abdenour Bezzouh, Chief Technology Officer at Talent.com. Established in 2011, Talent.com aggregates paid job listings from their clients and public job listings, and has created a unified, easily searchable platform. Covering over 30 million job listings across more than 75 countries and spanning various languages, industries, and distribution channels, Talent.com caters to the diverse needs of job seekers, effectively

Engineering 106

Engineering Scripts Technology Analytics 106

Cisco - Contact Center

DECEMBER 14, 2023

In April 2023 , we rebranded our risk-based vulnerability management solution, Kenna.VM, to Cisco Vulnerability Management. Today, we are excited to share another milestone in our journey.

Management 98

Management 98

AWS Machine Learning

DECEMBER 14, 2023

This is a customer post jointly authored by ICL and AWS employees. ICL is a multi-national manufacturing and mining corporation based in Israel that manufactures products based on unique minerals and fulfills humanity’s essential needs, primarily in three markets: agriculture, food, and engineered materials. Their mining sites use industrial equipment that has to be monitored because machinery failures can result in loss of revenue or even environmental damages.

Engineering 105

Engineering Big data outsourcing Education 105

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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

Cyara

DECEMBER 14, 2023

On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat

Customer Experience 76

Customer Experience Sales Contact Center 76

LiveVox

DECEMBER 14, 2023

Effectively managing expenses in contact centers requires a delicate balance. It’s important to remember that you’re not just handling customer transactions but also fostering relationships. Every decision you make directly influences the customer experience. However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they […] The post Contact Center Operations: A Cost Management Balancing Act appeared first o

Contact Center 71

Contact Center Management Customer Experience 71

TeleDirect

DECEMBER 14, 2023

A great product can only take you so far. The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. They learn everything about your strategy, values, branding and business model.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

ChurnZero

DECEMBER 14, 2023

Barbershops are as American as baseball and apple pie. It’s also a line of business that hasn’t changed much in decades, observed Dave Salvant when he co-founded Squire. As a young man growing up in Brooklyn, NY, he would do odd jobs at a hair salon run by his aunt. As with any small business, he noticed she often had her hands full juggling duties.

SaaS 52

SaaS Feedback Marketing Enterprise 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

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. It was a time-consuming process that didn’t always achieve the optimum ROI. Fortunately, times have significantly changed. Today’s outbound calling provides businesses with a direct extension of their sales team, committed to their success by generating leads, setting appointments and performing market research.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform. Zenarate AI Coach is trusted by hundreds of global enterprises for developing top performing customer service agents.

Coaching 52

Coaching Telecommunications First call resolution Healthcare 52

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. Yes, that’s 80%. They want personalized services from companies that know them and understand their needs. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong.

Call Center 62

Call Center Technology Interactive Voice Response Brand ambassadors 62

Back Office Centers

DECEMBER 14, 2023

Back office outsourcing services are very advantageous for companies looking to save costs, increase efficiency, and gain a competitive advantage in the market. Let’s examine some of the main benefits that make back office outsourcing advantageous for businesses strategically. Corporate organizations, regardless of size, must adopt the right methods to assist in lowering overhead costs, increasing income, and supporting overall growth to be competitive at all times.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

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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.

Customer Experience

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. You have likely heard of IVR before in light of their wide use. You call a company and hear, “For billing, press or say 1; for location, press or say 2; to place an order, press or say 3.

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Help Scout

DECEMBER 14, 2023

In the past year, we evolved the Help Scout brand and learned a lot in the process. While each journey is unique, here are some steps any team can take to make big changes happen, quickly and at scale.

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TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are your customers needing more assistance from you than you can provide? If these scenarios apply to you, a full-service call center such as TeleDirect could be extremely beneficial to your company. Our call center solutions are customized to what your company needs to thrive.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Brad Cleveland Blog

DECEMBER 14, 2023

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

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!

Customer Experience

TeleDirect

DECEMBER 14, 2023

For those unfamiliar with dedicated inbound and outbound call center solutions, many think they’re simply about taking customers’ calls when a company is closed or their staff is busy. Au contraire! A professional inbound and outbound call center is integral to a business’s success, providing best-in-class customer service, taking orders, handling complaints, generating leads and converting them into sales.

Education 62

Education Call Center Sales call center solutions 62

Brad Cleveland Blog

DECEMBER 14, 2023

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.

Surveys 26

Surveys Contact Center Call Center Customer Experience 26

TeleDirect

DECEMBER 14, 2023

Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. If you have been considering investing in a dedicated call center , the question of its ROI has undoubtedly been raised. Is it worth the expense, or would your money be better spent elsewhere? To answer this requires, in part, knowing the services your dedicated call center provides.

Call Center 62

Call Center Customer retention Technical Support Sales 62

SmartKarrot

DECEMBER 14, 2023

Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.

Analytics 10

Analytics CRM Consulting Consulting 10

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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

TeleDirect

DECEMBER 14, 2023

Do you know how many leads you are losing and how much every lost lead is costing your company? As your company grows, this question should be first and foremost in your mind. You can quickly calculate this figure by knowing the number of leads you receive in a given time and how many leads are converted into clients. It’s almost guaranteed that if you’re in growth mode, you will leave money on the table, with some clients getting lost in the shuffle.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing B2C B2B 62

SmartKarrot

DECEMBER 14, 2023

Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.

Analytics 10

Analytics CRM Consulting Consulting 10