OctopusTech
APRIL 18, 2024
Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake.
Beyond Philosophy
APRIL 18, 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: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.
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AWS Machine Learning
APRIL 18, 2024
See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.
Cisco - Contact Center
APRIL 18, 2024
Earth Day was founded in the United States on April 22, 1970, to mark the emergence of the modern environmental movement, and it inspired more than 20 million Americans to take action.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
AWS Machine Learning
APRIL 18, 2024
This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
A Better Answer
APRIL 18, 2024
Professional call handling is a nuanced strategy that transforms every customer interaction into an opportunity to strengthen brand loyalty and enhance satisfaction. It operates on the premise that each call is not just a query or concern but a pivotal touchpoint with your brand. By prioritizing elements like empathetic communication, prompt issue resolution, and personalized service, businesses can significantly elevate the quality of their customer interactions.
Connect
APRIL 18, 2024
By Martin Cross, CTO at Connect. Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of pl
Outsource Consultants
APRIL 18, 2024
In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it out. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. The issue? KPI tunnel vision is holding your CX initiatives back.
Ambs Call Center
APRIL 18, 2024
If you’ve found having to stay up late to answer work calls tiring, you're not alone. You've also likely heard of the solution: an after hours answering service.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Cisco - Contact Center
APRIL 18, 2024
Today we introduced the most consequential security product in Cisco’s history: Cisco Hypershield.
Genroe
APRIL 18, 2024
In this post I provide a practical approach to setting Net Promoter targets for your organisation and staff. The post How to Set Net Promoter Score® Targets For Your Staff and Company appeared first on Genroe | Customer Experience | Net Promoter Score.
Unymira
APRIL 18, 2024
In the last ten years, we've seen an explosion of SaaS applications and features hit the market. The current excitement about AI has only fueled this SaaS boom, as organizations rush to adopt the latest offerings from emerging vendors. The blog provides tips how you can avoid sprawl and streamline your SaaS costs effciently.
CSM Magazine
APRIL 18, 2024
CPaaS stands for Communications Platform as a Service. It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. The CPaaS market has been experiencing significant growth. The market size is valued at USD 8.73 billion and is projected to grow to USD 45.3 billion by 2029, according to Fortune Business Insights and Markets and Markets
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ChurnZero
APRIL 18, 2024
Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Make sure you’re still delivering high-touch, one-to-one engagement. Wait, say that again?
CSM Magazine
APRIL 18, 2024
Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Enter CRM software – quietly revolutionizing how nonprofits nurture donor goodwill. Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact.
Cisco - Contact Center
APRIL 18, 2024
This is the story of how the Juan Misael Saracho Autonomous University in Bolivia successfully overcame significant technological infrastructure challenges by adopting Cisco Meraki.
CSM Magazine
APRIL 18, 2024
The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. With traditional customer service methods, human agents can only handle a limited number of interactions at once.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Cisco - Contact Center
APRIL 18, 2024
There are seasons in life when change is inevitable, and often, these moments propel personal transformation. For me, one such moment was the passing of my mother in 2021.
CSM Magazine
APRIL 18, 2024
High-maintenance customers often have higher expectations, require more attention, and may take up a significant portion of your customer service resources. However, they also provide unparalleled opportunities to showcase the quality of your customer service and to build loyalty. Here we’ll explore strategies to effectively manage and satisfy high-maintenance customers, ensuring that both their needs and your company’s goals are met.
Brad Cleveland Blog
APRIL 18, 2024
Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the … Continue reading → The post Why Is It Getting Harder to Be a Good Customer Service Leader? appeared first on Brad Cleveland.
CSM Magazine
APRIL 18, 2024
DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Cisco - Contact Center
APRIL 18, 2024
Cisco will be back at HANNOVER MESSE 2024 , where we will showcase our industry-leading, secure solutions that enable manufacturers to focus on creating a sustainable supply chain.
Helpware
APRIL 18, 2024
Few industries compare to the world of financial technology (fintech) when it comes to the pace and speed of innovation. From mobile banking and peer-to-peer lending to AI-powered robo-advisors, fintech apps have revolutionized in just over a decade the way we manage our finances. Gone are the days when you had to spend hours waiting in line at banks.
AWS Machine Learning
APRIL 18, 2024
Migrating to the cloud is an essential step for modern organizations aiming to capitalize on the flexibility and scale of cloud resources. Tools like Terraform and AWS CloudFormation are pivotal for such transitions, offering infrastructure as code (IaC) capabilities that define and manage complex cloud environments with precision. However, despite its benefits, IaC’s learning curve, and the complexity of adhering to your organization’s and industry-specific compliance and security standards, co
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