NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service.

voip 104

voip Cloud contact Contact center software Contact Center 104

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Over the past year, the AI landscape has witnessed a significant shift from AI versus AI competitions to AI working in collaboration with AI.

Chatbots 114

Chatbots Technology Customer Service Customer Experience 114

AWS Machine Learning

DECEMBER 5, 2023

Structured data, defined as data following a fixed pattern such as information stored in columns within databases, and unstructured data, which lacks a specific form or pattern like text, images, or social media posts, both continue to grow as they are produced and consumed by various organizations. For instance, according to International Data Corporation (IDC), the world’s data volume is expected to increase tenfold by 2025, with unstructured data accounting for a significant portion.

APIs 124

APIs Enterprise Accountability Healthcare 124

ConvergeOne

DECEMBER 5, 2023

Aims Community College is one of the most progressive community colleges in Colorado, with more than 200 degree and certificate programs, including everything from healthcare to aviation and agriculture. The college specializes in flexible education offerings, including day and evening classes, online course options, and top-rated faculty, serving over 8,000 students across four campuses in northern Colorado.

Healthcare 111

Healthcare Education 111

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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

DECEMBER 5, 2023

This post is written in collaboration with Balaji Chandrasekaran, Jennifer Cwagenberg and Andrew Sansom and Eiman Ebrahimi from Protopia AI. New and powerful large language models (LLMs) are changing businesses rapidly, improving efficiency and effectiveness for a variety of enterprise use cases. Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage.

Enterprise 122

Enterprise Engineering Technology Finance 122

Cisco - Contact Center

DECEMBER 5, 2023

InsureTech Connect (ITC) 2023, the premier conference for the insurance technology industry, brought together 9,000+ innovators, leaders, and solution providers to Las Vegas in early November to… Read more on Cisco Blogs

Technology 98

Technology 98

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

Management 78

Management Analytics Employee engagement Customer Experience 78

Cisco - Contact Center

DECEMBER 5, 2023

In an era where businesses are embracing the vital role of sustainability, Cisco Customer Experience (CX) is here to support you on your sustainability journey.

Customer Experience 98

Customer Experience Best practices 98

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

Management 78

Management Analytics Employee engagement Customer Experience 78

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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

LiveVox

DECEMBER 5, 2023

LiveVox is expanding the limits of digital communication within the CRM domain. By seamlessly integrating voice and digital communication with Salesforce CRM, LiveVox brings its advanced digital messaging capabilities to the forefront, offering contact centers a holistic approach to customer interaction. This strategic integration further boosts LiveVox’s vision to elevate communication standards in the ever-evolving […] The post How The LiveVox + Salesforce Integration Elevates CRM

CRM 88

CRM Contact Center 88

Cyara

DECEMBER 5, 2023

The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle. Our acquisition of QBox , a leading conversational AI optimization solution, is the latest step in this mission.

Chatbots 76

Chatbots Marketing Customer Service 76

Helpware

DECEMBER 5, 2023

Outsourcing HR functions occurs when a company engages a third-party HR expert to handle HR responsibilities for the organization. For your business to achieve all it can, you need the strongest team on your side — qualified, enthusiastic employees who share your vision. But that can be a big ask. In addition to being a resource-intensive process, it is also one that’s fraught with potential pitfalls.

outsourcing 83

outsourcing 83

Cisco - Contact Center

DECEMBER 5, 2023

Recently, when I speak with business and IT leaders around the globe, there is a common question that permeates the discussion.

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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

SharpenCX

DECEMBER 5, 2023

Out with the old year, in with the new. Discover what 2024 has in store for your contact center with these predictions. The post Hello, 2024: 5 Contact Center Predictions appeared first on Sharpen.

Contact Center 67

Contact Center Contact center software Cloud contact Call Center 67

Cisco - Contact Center

DECEMBER 5, 2023

Recently, when I speak with business and IT leaders around the globe, there is a common question that permeates the discussion.

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98

SQM Group

DECEMBER 5, 2023

Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.

Customer Experience 90

Customer Experience Customer emotions 90

Cisco - Contact Center

DECEMBER 5, 2023

Webex is excited to announce a comprehensive solution for 3 rd party Device Management (DM) referred to as ‘ Partner Managed Devices.

Management 91

Management 91

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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

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Cisco - Contact Center

DECEMBER 5, 2023

More than any technology in cybersecurity history, AI is redrawing the lines between defender and attacker.

Technology 98

Technology 98

CustomerServ

DECEMBER 5, 2023

If the past few years have shown us anything, it’s that change is the only constant in the business process outsourcing (BPO) world. As we bid farewell to 2023 — a year marked by economic fluctuations, workforce scarcity, and increased automation — we can’t help but look forward to what 2024 holds.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Customer Service 62

Cisco - Contact Center

DECEMBER 5, 2023

At its core, a firewall is a shield that protects your network from malicious traffic.

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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

Connect

DECEMBER 5, 2023

Why the cloud era has added a new layer of complexity to picking tech vendors – and how an independent partner can help. By Steven Fricker, Chief Revenue Officer at Connect. It was the arrival of the acronym XaaS that clinched it. After software, platform, desktop, workspace, contact centre and infrastructure had all been given the “as a service” treatment, XaaS was identified, presumably by the mathematically minded, as “anything as a service.

Cloud contact 69

Cloud contact Multichannel CRM Chatbots 69

24-7 InTouch

DECEMBER 5, 2023

In today’s rapidly evolving healthcare landscape, technology integration has become essential in improving patient experiences and outcomes. Robotic process automation (RPA) is at the forefront of this transformation, offering innovative solutions to streamline processes, reduce costs, and enhance the overall quality of care. Keep reading to learn how RPA is revolutionizing the health technology industry and significantly impacting the patient experience.

Healthcare 59

Healthcare Technology Wait times Analytics 59

TCN

DECEMBER 5, 2023

St. George, Utah – December 5, 2023 – TCN, Inc., a global provider of a. The post TCN to Host Third Annual C3 User Group Conference: A Premier Event for the Contact Center Industry appeared first on TCN.

Contact Center 59

Contact Center 59

Cisco - Contact Center

DECEMBER 5, 2023

There is no event quite like Cisco Live for our Customer Experience (CX) team. It’s an important time to connect with our customers to celebrate their successes in transforming their businesses.

Customer Experience 52

Customer Experience 52

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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

Help Scout

DECEMBER 5, 2023

Can AI tools help your team deliver better live chat customer experiences? In this post, we discuss the pros and cons of using AI for live chat and explore five of the best AI chat tools on the market today.

Marketing 45

Marketing Customer Experience 45

Cisco - Contact Center

DECEMBER 5, 2023

On 27 November the European Council adopted the EU Data Act , a first-of-its-kind law that aims to unlock the value of ‘industrial data’ in the European Union (EU).

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52

Abby Connect

DECEMBER 5, 2023

So, you had the phone call… now what? It’s time to employ the art of the call follow-up.

Customer Service 52

Customer Service 52