Tethr

FEBRUARY 21, 2024

Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.

Best practices 62

Best practices Coaching Contact Center Customer Experience 62

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.

B2C 88

B2C B2B Customer Experience Customer Service 88

AnswerConnect

FEBRUARY 21, 2024

Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.

Customer Service 97

Customer Service 97

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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

Cisco - Contact Center

FEBRUARY 21, 2024

As head of the Cisco Trust Office , Matt Fussa leads a global team that partners with government agencies, regulators, and customers to help shape cybersecurity regulation and manage cyber risk.

Government 98

Government Management 98

Cyara

FEBRUARY 21, 2024

The Internet of Things (IoT) comprises systems of interconnected devices. This includes computers, mechanical and digital machines, to name but a few. These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. Home systems, such as lighting, electronic appliances, streaming services, and smart speakers, also fall under the umbrella of IoT.

Wireless 76

Wireless Analytics Technology 76

Ambs Call Center

FEBRUARY 21, 2024

If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.

Answering services 82

Answering services 82

Cisco - Contact Center

FEBRUARY 21, 2024

Here’s an (un)fun fact: Almost 90 percent of companies had sponsorship programs in 2021, yet only 33 percent of Black employees actually had sponsors, and even fewer Black employees (23 percent) felt … Read more on Cisco Blogs

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97

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Whether or not you fully embraced that view at the time, you certainly contemplated it. But the truth around AI hasn’t been so black and white. Today we recognize that AI’s true strength lies in complementing, not replacing, human interactions.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

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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

FEBRUARY 21, 2024

Enterprise observability practices: Opportunities, challenges, and the growing role of AIOps Observability is now firmly established in organizations with 78% of enterprises and large midmarket… Read more on Cisco Blogs

Enterprise 95

Enterprise 95

Revation Systems

FEBRUARY 21, 2024

Banner Health operates one of the largest healthcare systems in the United States. Based in Phoenix, Arizona, the non-profit Banner manages specialized facilities across six states and 30 major hospitals. Banner is devoted to delivering and supporting essential patient care through excellence in technology and connectivity for urgent care and Telehealth appointments.

Healthcare 62

Healthcare voip Technology Sales 62

SQM Group

FEBRUARY 21, 2024

By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.

Customer Experience 80

Customer Experience 80

Cisco - Contact Center

FEBRUARY 21, 2024

Tech companies and governments will join forces to develop advanced AI detection systems, ensuring a safer online environment.

Government 96

Government 96

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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

Ambs Call Center

FEBRUARY 21, 2024

If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.

Answering services 52

Answering services 52

24-7 InTouch

FEBRUARY 21, 2024

The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Technology-driven solutions that improve interactions for both patients and healthcare workers remain top-of-mind in 2024. In this blog, we will delve into the key aspects that contribute to a positive patient experience, explore the role of generative AI and tech-enabled patient care, and examine how patients perceive interactions via digital platform

Healthcare 52

Healthcare Consulting Consulting Technology 52

Cisco - Contact Center

FEBRUARY 21, 2024

Secure, Scalable Management for Constrained IoT Networks Introduction Millions of IoT devices are being deployed into a range of applications supporting Smart Cities, Smart Grids, Smart… Read more on Cisco Blogs

Management 52

Management 52

Vistio

FEBRUARY 21, 2024

A well-crafted customer journey map can show you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. But if you’ve never created a customer journey map before, it’s hard to know what to include.

Journey mapping 52

Journey mapping Customer Experience Best practices 52

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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

Calltools

FEBRUARY 21, 2024

Contact centers operate in a fast-paced environment, so time is a limited commodity. Ideally, your agents are constantly busy. Even so, you need to take care of potential leads efficiently. When a potential lead signs up for a demo or requests more information, responding to them quickly is critical to converting them. If you are too slow, you will lose them to a competitor.

B2B 52

B2B Sales Call Center Metrics 52

CSM Magazine

FEBRUARY 21, 2024

VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies. This digital transformation project has enhanced VoiceAbility’s communication capabilities, improving efficiency and empowering the charity to better serve its clients.

Average Handle Time 52

Average Handle Time Analytics Service level Technology 52

Cisco - Contact Center

FEBRUARY 21, 2024

Co-Authored by Julie Greene , Cisco Business Development Director, Computacenter Globally, we’re witnessing a surge in interest and initiatives focused on sustainability.

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52

CSM Magazine

FEBRUARY 21, 2024

We all know the importance of good customer service across all industries. When a business doesn’t know how to adequately serve its customers, it can be in big trouble. Some sectors struggle with this more than others. Online bingo sites are regularly regarded as some of the worst from a customer service standpoint. Many of these websites exist, though customers constantly make complaints about one thing or another.

Customer Service 52

Customer Service Customer Support Personalization Customer Experience 52

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

Cisco - Contact Center

FEBRUARY 21, 2024

Cisco’s relationships with our service provider partners have always been crucial. Together, we’ve innovated, solved challenges, and connected the world.

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52

CSM Magazine

FEBRUARY 21, 2024

Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. Cutting-edge companies such as IT Craft are spearheading crafting bespoke web solutions custom-tailored to the unique demands that industries like HealthTech, FinTech, and far beyond the present. This article explores how specialized services in web development are changing the future for these industries by underlining the role an expert develope

Finance 52

Finance Healthcare Banking Education 52

TCN

FEBRUARY 21, 2024

C3 2024 was one for the books! TCN’s annual event welcomed hundreds of TCN clients. The post It’s a Wrap: C3 2024 Event Recap appeared first on TCN.

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52

Netomi

FEBRUARY 21, 2024

Table of Contents Introduction Understanding Chatbots in Hospitality The Role of Chatbots in Enhancing Guest Experience Integrating Chatbots with Existing Hospitality Systems The Business Impact of Chatbots in Hospitality Guest Engagement and Feedback through Chatbots Challenges and Ethical Considerations in Chatbot Usage Conclusion Frequently Asked Questions Introduction The hospitality industry constantly seeks innovative ways to enhance customer service and efficiency.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

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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

Brad Cleveland Blog

FEBRUARY 21, 2024

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.

Employee engagement 39

Employee engagement Customer Experience Customer Service 39

Cincom

FEBRUARY 21, 2024

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40

Brad Cleveland Blog

FEBRUARY 21, 2024

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.

Employee engagement 26

Employee engagement Customer Experience Customer Service 26