Interactions
AUGUST 19, 2024
In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.
Cisco - Contact Center
AUGUST 19, 2024
For MSPs, choosing the right network platform is crucial for several notable reasons. The ideal solution should be operationally efficient, reducing the complexity and costs of managing multiple individualized networks.
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MiaRec
AUGUST 19, 2024
Do you wish you had more insight into why your customers call your contact center? Or do you already have a Topical Analysis tool in place and wonder if upgrading to the new Generative AI-based tools is worth it? Here at MiaRec, we have helped hundreds of contact centers better understand the Voice of their Customers by offering Topical Analytics and other Voice Analytics solutions for years.
BlueOcean
AUGUST 19, 2024
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Vistio
AUGUST 19, 2024
Traditional, lengthy training sessions and classroom learning are no longer practical in today’s contact center environment. The demands of modern customer service require agents to be agile, responsive, and continuously updated with the latest information—something that traditional training methods struggle to provide. So, long, structured sessions often pull agents away from their primary duties for extended periods, leading to disruptions in service and a disconnect between learning and
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Working Solutions
AUGUST 19, 2024
Keeping your customer service agents around is crucial, especially in outsourcing. High turnover rates can mess with your business performance and customer satisfaction. So, how do you keep your team happy and loyal? Here are five essential tips to help you out.
Balto
AUGUST 19, 2024
Record number of calls marks the third year of exponential growth for call guidance technology in contact centers St. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 300 million conversations guided in real-time. The record is the third year in a row of Balto’s call growth: Balto reached 20 0M calls in June 2023 , and 100M calls in January 2022. “Logging 300 million calls underscores the dedication we
Working Solutions
AUGUST 19, 2024
Retaining customer service agents is a big deal in outsourcing. High turnover rates can mess with your service quality and drive up costs. So, how do you keep your agents happy and sticking around? Here are five strategies that can make a real difference. Optimize the Hiring Process First, hire the right people.
CSM Magazine
AUGUST 19, 2024
When it comes to retirement, we all know we should save. Yet, when it comes down to actually putting money aside for our future, many of us fall short. It turns out that the reasons are often more psychological than financial. Understanding these mental hurdles and knowing how to overcome them can make all the difference in securing a comfortable retirement.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Interactions
AUGUST 19, 2024
In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.
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