Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future. In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Beyond Philosophy

FEBRUARY 1, 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: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

Surveys 195

Surveys Self service Marketing Feedback 195

AWS Machine Learning

FEBRUARY 1, 2024

Resilience plays a pivotal role in the development of any workload, and generative AI workloads are no different. There are unique considerations when engineering generative AI workloads through a resilience lens. Understanding and prioritizing resilience is crucial for generative AI workloads to meet organizational availability and business continuity requirements.

Best practices 133

Best practices Engineering SaaS Accountability 133

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.

Telecommunications 105

Telecommunications voip Technology Analytics 105

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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

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In this post, we describe how use generative AI to update and scale your data pipeline using Amazon SageMaker Canvas for data prep.

Technology 112

Technology Accountability Personalization Management 112

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey

Contact Center 93

Contact Center Best practices Surveys Feedback 93

delighted

FEBRUARY 1, 2024

Multiple choice questions are used in almost every survey: their simplicity makes surveying easier for both creators and respondents. They’re a surefire way to gather clear, concise survey data that can be easily parsed and shared. Well-crafted multiple choice questions can fast-track surveyors to actionable findings from their survey data. Below, we cover what multiple choice questions are, types of multiple choice questions, examples, tips for writing them, and the advantages of including them

Surveys 87

Surveys Advertising Customer effort Best practices 87

Cisco - Contact Center

FEBRUARY 1, 2024

Network infrastructure has typically been static and fractured with enterprises dealing with multiple vendors across the globe.

Enterprise 98

Enterprise 98

Global Response

FEBRUARY 1, 2024

Your phones are ringing constantly, and your in-house team is struggling to keep up. Wait times are ticking upward, while customer satisfaction is ticking downward. It’s time to call in reinforcements. But which inbound call center company do you choose? Ultimately, you want to partner with a cost-effective call center that aligns with your company values and provides excellent customer service.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

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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

Cisco - Contact Center

FEBRUARY 1, 2024

Only Cisco offers a unified solution to address full-stack observability (FSO) use cases across all major industries Every day, hundreds of millions of people buy groceries, book travel, order… Read more on Cisco Blogs

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101

ChurnZero

FEBRUARY 1, 2024

Customer success (CS) teams are crucial for business growth, but many are lagging in technology investment. Knowing when to invest in CS technology can significantly enhance your team’s efficiency and customer retention. Here are the top signs it’s time to make this investment. Everyone works with customers in non-standard ways without standardized best practices and processes, it’s difficult to ensure consistent, high-quality customer experiences.

Technology 52

Technology Upselling Best practices Customer retention 52

Cisco - Contact Center

FEBRUARY 1, 2024

I have been at Cisco many years and seen a few transformational events affect network engineers.

Engineering 105

Engineering 105

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.

Telecommunications 52

Telecommunications voip Technology Analytics 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

Cisco - Contact Center

FEBRUARY 1, 2024

Join us as we dive deeper into Cisco and Cisco Partner technology deployed at the Cisco Store!

Technology 98

Technology Sales Customer Experience 98

ChurnZero

FEBRUARY 1, 2024

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. Multithreading in customer success is the practice of mapping and building multiple relationships within your customer accounts, making your overall relationships more resilient to the common event of a champion or key contact leaving.

Accountability 52

Accountability CRM Sales Enterprise 52

Cisco - Contact Center

FEBRUARY 1, 2024

Cloud Trends There are two major global trends that are shaping the cloud market.

Marketing 98

Marketing Government 98

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. As organizations continue to rely on remote workforces to maintain their contact center operations, it has become increasingly important to find effective ways to support and develop remote agents.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

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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

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers. TeamSupport facilitates seamless collaboration and streamlines workflows.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

Vistio

FEBRUARY 1, 2024

QA is an essential practice in any contact center — arguably that you cannot live without. While contact center managers are busy and overworked these are the true reasons why QA is so important.

Contact Center 52

Contact Center Management Best practices Customer Experience 52

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in.

Customer retention 52

Customer retention Education Self service Customer Service 52

Cisco - Contact Center

FEBRUARY 1, 2024

Recently, the FBI updated their CJIS (Criminal Justice Information Security) policy to require MFA for accessing any application housing CJIS data.

52

52

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

CSM Magazine

FEBRUARY 1, 2024

Sabio Group’s Wellbeing Companion solution has been shortlisted for a leading award. The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management.

Consulting 52

Consulting Consulting Management Customer Service 52

Cisco - Contact Center

FEBRUARY 1, 2024

In today’s ever changing digital world, businesses rely on robust network infrastructures to function efficiently and operate securely.

Customer Experience 52

Customer Experience 52

Help Scout

FEBRUARY 1, 2024

It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer service satisfaction ratings. Mat discusses small injustices, and how to cope with them.

Customer Service 49

Customer Service 49

SmartKarrot

FEBRUARY 1, 2024

Greetings, esteemed readers! Today, we delve into the captivating world of managing Customer Success teams, an area of expertise that has fueled my enthusiasm throughout my journey in leading sales teams across various organizations in Singapore. Our focus today revolves around the skills, organizational strategies, and unique challenges encountered in managing CS teams.

Management 10

Management Customer centricity SaaS Marketing 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

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves. That’s where Inbenta can help. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue.

Banking 52

Banking Accountability Customer Service Sales 52