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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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
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.
Advertisement
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.
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
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
CSM Magazine
AUGUST 23, 2024
AI-powered voice cloning technology is revolutionizing customer experience across industries, as this cutting-edge technology enables businesses to create synthetic voices nearly indistinguishable from human speech. This innovation opens up new possibilities for personalization and more efficient customer interactions that could dramatically improve customer experiences.
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.
Advertisement
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.
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.
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
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.
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.
Advertisement
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
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.
Concentrix
AUGUST 23, 2024
Brandon Hall Group Honors Concentrix for our Commitment to Staff, Diversity and ESG.
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.
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.
Advertisement
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.
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.
Expert insights. Personalized for you.
98 
Let's personalize your content