Cisco - Contact Center
AUGUST 23, 2024
This blog compares user experience insights offered by device-level vs. service-level assurance. Learn which approach to assurance can help you gain a valuable customer-centric view.
Beyond Philosophy
AUGUST 23, 2024
In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it’s time to part ways with a customer: Rule #1: Fire customers if they cost too much.
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VirtualPBX
AUGUST 23, 2024
As VirtualPBX proudly marks its 27th anniversary, we reflect on a journey that began in 1997 and continues to thrive today. From humble beginnings in a garage in San Francisco’s Haight-Ashbury district to becoming a leader in business communication solutions. Our story is one of innovation, resilience, and unwavering commitment to our customers. VirtualPBX: A Pioneer in Cloud Communications In a special video message , our Chief Operating Officer, Lon Baker, reflects on the origins of VirtualPBX
CSM Magazine
AUGUST 23, 2024
In the fast-paced world of eCommerce, the ability to attract and retain top talent can make or break a business. With the right team, companies can innovate, grow, and outperform their competitors. This is where the expertise of specialized recruiters becomes invaluable. Health tech recruiters , for instance, often possess the skills and network needed to identify top talent that can be crucial for eCommerce success.
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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.
Balto
AUGUST 23, 2024
Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Inbenta
AUGUST 23, 2024
The travel industry is all in on AI. Gone are the days of one-size-fits-all travel packages. Today, artificial intelligence is helping travelers plan bespoke experiences catered to their specific tastes. The power of personalization According to a McKinsey study , personalized product recommendations and triggered communications have big returns: boosting revenue by up to 15% and the efficiency of marketing spend by up to 30%, while reducing customer acquisition costs by up to 50%.
CSM Magazine
AUGUST 23, 2024
You’re eyeing that customer service manager position, understanding that it takes more than just managing grievances to effectively lead a group, make tactical choices, and increase client satisfaction. You know your skills need to be top-notch, but how do you refine and effectively showcase them? This article will help you prepare for this role and demonstrate your competence, leaving no room for doubt in the minds of those hiring managers.
Inbenta
AUGUST 23, 2024
Insurance policyholders today have more options than ever, so keeping them loyal is no small feat. The top five insurance companies have figured it out, with retention rates as high as 95%. How do they do it? The answer sounds simple: By offering exceptional customer experiences. But how do they do that? Managing policyholder expectations The largest insurance companies spend billions of dollars a year on advertising and brand-building.
Cisco - Contact Center
AUGUST 23, 2024
Data centers play an increasingly critical role in the storage, compute, and networking revolution. Read how to address the complexities of driving efficiency, reliability, and resiliency as this fundamental component evolves.
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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.
Inbenta
AUGUST 23, 2024
If you’re a business owner, you’ve probably experienced the exponential growth in the number of interactions you’re having with your customers — across all channels, from email to social media. While it means you have more opportunities to personalize your communications and delight your customers, it also means your customer service reps might be completely overwhelmed by the sheer volume of interactions they have to deal with.
Concentrix
AUGUST 23, 2024
Brandon Hall Group Honors Concentrix for our Commitment to Staff, Diversity and ESG.
Inbenta
AUGUST 23, 2024
Poor customer service could be costing your business — and that cost can be measured. Research by Qualtrics XM Institute found that poor customer service could be costing businesses around the world up to $3.7 trillion a year. At the same time, 54% of support teams are using some form of chatbot, virtual customer assistant or other conversational AI platform for customer-facing applications, according to Gartner.
JustCall
AUGUST 23, 2024
Today’s call center business is not only about answering phone calls but also providing support on websites, social media platforms, and mobile applications. But how does a modern call center manage these diverse channels efficiently? The answer lies in computer telephony integration, or CTI. This technology not only enables seamless handling of multi-channel communications but also equips agents with crucial context to personalize customer interactions.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Inbenta
AUGUST 23, 2024
When you’re searching for something online and autocomplete kicks in, the results can be… not exactly what you’re looking for: “Who is… Jon Snow’s mother?” It’s so commonplace, there are blogs devoted to the best autocorrect fails of all time. But when you’re searching for information on a company’s website, inaccurate or irrelevant search results aren’t so funny.
ChurnZero
AUGUST 23, 2024
Digital customer success is a long game. There is no “set it and forget it” and it takes time to see results. After all, building a brand new digital customer success program is a huge undertaking – it requires effective strategy , planning, execution, and measurement, plus access to the right set of tools, people, skill sets, and data. As an emerging practice, it’s also untested and unproven within many companies.
Inbenta
AUGUST 23, 2024
When customers need help, they open their email. One report found that 72% of consumers worldwide used email for customer support. With that in mind, there are clear steps companies can take to make sure their email support is solid, helping customers at scale and resolving their queries quickly and efficiently. 5 rules for managing incoming emails 1.
Inbenta
AUGUST 23, 2024
Retailers are looking for ways to differentiate their online shopping experience from their competitors in a saturated market. After all, if customers can’t find what they’re looking for on your site or can’t get the support they need, they’ll simply look elsewhere. The impact of artificial intelligence on the retail industry continues to grow as new AI-based tools become more affordable and easier to use.
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!
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