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

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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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 98

CRM 98

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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.

Customer Experience

Avoxi

OCTOBER 13, 2023

Your guide to local caller ID vs. CNAM. Discover differences, benefits, and how they impact caller recognition and trust. The post Local Caller ID vs. CNAM appeared first on AVOXI.

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62

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

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

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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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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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

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

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

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience