NobelBiz
MAY 14, 2024
Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?
AWS Machine Learning
MAY 14, 2024
Recent advances in artificial intelligence have led to the emergence of generative AI that can produce human-like novel content such as images, text, and audio. These models are pre-trained on massive datasets and, to sometimes fine-tuned with smaller sets of more task specific data. An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF).
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AnswerConnect
MAY 14, 2024
Considering a live chat answering service for your business? Here’s everything you need to know, from implementation to best practices to measuring success. The post Should your business invest in live chat answering services? appeared first on AnswerConnect Blog.
Integrity Solutions
MAY 14, 2024
For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.
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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.
Call Design
MAY 14, 2024
There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Design
MAY 14, 2024
There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.
Cisco - Contact Center
MAY 14, 2024
When Strategy and Planning Manager Wendy S. joined Cisco full-time, she knew she had access to incredible benefits she now leans on for support and well-being.
Outsource Consultants
MAY 14, 2024
In the second episode of The Bald + The Beard , hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this time focusing on the pervasive myths about losing control when outsourcing and how strategic partnerships can actually enhance operational control and data security. Key Takeaways Choosing the Right Outsourcing Partner Matters: It’s not just about handing off tasks; it’s about finding a partner who aligns with you
24-7 InTouch
MAY 14, 2024
BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia. The company won Silver for Best Social Responsibility Initiative, while Marcela Ramírez, VP of LATAM Operations at IntouchCX, was named the Executive of the Year.
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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.
Cisco - Contact Center
MAY 14, 2024
Webex powered our in-booth coffee bar experience at HIMSS 2024 with mobile ordering by Webex Connect. Discover how Webex Connect can power seamless end-to-end patient experiences with the tap of a finger.
Enghouse Interactive
MAY 14, 2024
Explore the top Five9 alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.
Balto
MAY 14, 2024
St. Louis, MO – Balto, the first company to provide real-time guidance to contact centers, was named Automation Solution of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.
Working Solutions
MAY 14, 2024
In the rapidly evolving landscape of customer service, the emergence of the On-Demand GigCX Model marks a significant shift away from conventional approaches. Offering unparalleled flexibility and scalability, this model allows businesses to adapt to fluctuating demands with ease—a stark contrast to the rigid, resource-intensive nature of traditional contact centers.
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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.
CSM Magazine
MAY 14, 2024
Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.
Balto
MAY 14, 2024
St. Louis, MO – Balto, the first company to provide real-time guidance to contact centers, has been named as a finalist in the Automation Solution of the Year category at this year’s CCW Excellence A wards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.
CSM Magazine
MAY 14, 2024
Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. Avaya’s robust and comprehensive CX platform, trusted by large Enterprises globally, empowers customers to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.
JustCall
MAY 14, 2024
You’ve got a fantastic team, but they need some extra knowledge to truly shine. Training them is the key. But it takes time. Wouldn’t it be great if they could start helping customers quickly without sacrificing valuable time? The longer training takes, the more it can impact your bottom line. The solution? Efficient training systems. Whether you have an established remote team or are hiring new agents, streamlining the onboarding process can help reduce training.
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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.
CSM Magazine
MAY 14, 2024
Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). So why does AWT go up at call centers? Usually, because there aren’t enough agents to deal with the volume of calls, the IVR system isn’t optimal, agents are spending too much time on repetitive queries, or there are training and workflow bottlenecks.
CSM Magazine
MAY 14, 2024
CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio. This extension of CommBox’s AI and automation capabilities equips partners with an all-in-one solution to automate and digitise customer communications, an increasing
JustCall
MAY 14, 2024
Modern sales is quickly ditching physical phone systems in favor of smarter automated dialing solutions, including progressive dialer software. We’re glad you’re considering making this shift as well. Now, there are many outbound progressive dialer options to choose from, but your final decision should ultimately depend on one thing: ROI. “ROI” doesn’t just mean the product cost.
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!
TCN
MAY 14, 2024
We’re thrilled to announce some exciting new features we’ve rolled out in the first quarter. The post What’s New in Operator Q1 2024 appeared first on TCN.
Tethr
MAY 14, 2024
Learn the differences between CSAT vs NPS vs CES and when to use these customer experience metrics.
ClearAction
MAY 14, 2024
8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.
Help Scout
MAY 14, 2024
Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.
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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.
Go Hire- ContactCenter
MAY 14, 2024
In our latest interview, we sat down with Jessica Miller-Merrell, also known as Jess, a leading voice in HR and talent acquisition and the Founder of Workology. Jess shared insights from her extensive experience and discussed the growing importance of TikTok recruiting videos. Jess runs the popular HR blog, Workology, which she started in 2007. Her blog reaches about a million people monthly.
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