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

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

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

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98

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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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

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 86

CRM 86

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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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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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

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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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center