Injixo

OCTOBER 13, 2023

In a recent post , I wrote about the difference between intraday management and real-time management. These terms are often used interchangeably, but as you saw, there are some very important distinctions! Mastering the functions and metrics within workforce management can make the difference between a company that just does 'OK' and a company that delivers consistent service levels to its customers, a good experience for its employees, and added value for its shareholders and investors.

Call Center 52

Call Center Metrics Service level Time management 52

Cisco - Contact Center

OCTOBER 13, 2023

Is it a bird? Is it a plane? No, it’s the latest certifications from Cisco Learning and Certifications !

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89

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen.

Contact Center 77

Contact Center Government Transportation Engineering 77

Cisco - Contact Center

OCTOBER 13, 2023

A typical day’s tasks for today’s modern worker are frequently distributed across multiple devices, applications, and locations.

CRM 64

CRM 64

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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

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology Best practices Management Customer Service 62

Concentrix

OCTOBER 13, 2023

Providing AnyPaaS Reliability and Flexibility for a Crisis Helpline Chimo Helpline provides a free compassionate and confidential support line for mental health crisis intervention, wellbeing support, and suicide prevention. Industry: Energy & Public Sector After completing the necessary back-end work, we were able to switch Chimo from its previous vendor to AnyPaaS in just 8.

Cloud contact 62

Cloud contact Contact Center 62

Cisco - Contact Center

OCTOBER 13, 2023

The theme for DistiNext 2023 was Growing Together. This theme ties perfectly into our theme for Americas Distribution, Going Hypersonic to Fuel Partner Success.

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ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric. While the subscription model was nascent and SaaS, as a term, hadnt quite been popularized yet, Patricia had a few ideas that were innovative at the time.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

Injixo

OCTOBER 13, 2023

In a recent post , I wrote about the difference between intraday management and real-time management. These terms are often used interchangeably, but as you saw, there are some very important distinctions! Mastering the functions and metrics within workforce management can make the difference between a company that just does 'OK' and a company that delivers consistent service levels to its customers, a good experience for its employees, and added value for its shareholders and investors.

Call Center 52

Call Center Metrics Service level Time management 52

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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

OCTOBER 13, 2023

Hispanic Heritage Month is a time for reflection. This year, I spent time thinking about what it truly means to be a Hispanic leader at Cisco.

Customer Experience 52

Customer Experience 52

kommunicate

OCTOBER 13, 2023

Last Updated on October 13, 2023 Here are our major updates from the month of October: Features Improvements Bug Fixes The post Kommunicate Product Updates From October 2023 appeared first on Kommunicate Blog.

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SmartKarrot

OCTOBER 13, 2023

In the world of customer success, achieving compliance is a critical goal for businesses across industries. Compliance ensures that organizations adhere to legal regulations and industry standards, protecting both themselves and their customers. However, with ever-changing requirements and complex processes, achieving compliance can be a daunting task.

industry standards 10

industry standards Best practices Feedback Metrics 10

SmartKarrot

OCTOBER 13, 2023

Onboarding is an underlying phase in the customer journey, setting the tone for the entire lifecycle of the customer-product relationship. Its importance cannot be overstated, as it directly influences long-term user adoption, satisfaction, and retention. Data from industry studies supports this- the Harvard Business Review underscores the financial implications of effective onboarding.

Accountability 10

Accountability Feedback Metrics Analytics 10

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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

SmartKarrot

OCTOBER 13, 2023

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation.

Customer retention 10

Customer retention Customer centricity Education Feedback 10