TCN
FEBRUARY 7, 2024
In the ever-changing world of contact centers, digital communication stands as the foundation of interactions. The post Navigating Digital Communications in Contact Centers appeared first on TCN.
Bill Quiseng
FEBRUARY 7, 2024
Welcome to CX 101. Today’s 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. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.
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SmartAction
FEBRUARY 7, 2024
While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships. The Untapped Potential of AI in Voice Channel Scheduling Despite the prevalence of online scheduling tools, many dealerships have yet to fully exploit AI’s potential within voice channels.
Cisco - Contact Center
FEBRUARY 7, 2024
A common problem with too much choice is getting overwhelmed in finding the one item that is most relevant to you.
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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.
SQM Group
FEBRUARY 7, 2024
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
FEBRUARY 7, 2024
As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. After all, Jabra has been creating best-in-class technology that brings people together for 150 years. When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions.
Cisco - Contact Center
FEBRUARY 7, 2024
If you’ve ever run a 5K race, you know that the last mile often determines the winner.
VirtualPBX
FEBRUARY 7, 2024
In the fast-paced and ever-evolving landscape of modern business, effective communication stands as an indispensable cornerstone. Whether you’re a small startup navigating your initial forays into the market or a large corporation managing vast networks of clients and stakeholders, the manner in which you handle incoming calls can profoundly shape perceptions of your professionalism and directly influence operational efficiency.
JustCall
FEBRUARY 7, 2024
On March 10, 1876, Alexander Graham Bell made history with the first phone call. This pivotal moment paved the way for the telecommunications industry. Luckily for Bell, nobody complained about poor call quality at the time. Almost 150 years later, a single outstanding sales call can foster decade-long business relationships, while a patchy support call can sever long-term associations.
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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.
CSM Magazine
FEBRUARY 7, 2024
Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. Zenarate, a leading provider of AI Simulation Training for customer-facing agents, today announced Call Insights, furthering the powerful intelligence available through its AI Coach Call Analyzer solution.
Horizon CX
FEBRUARY 7, 2024
Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX).
VirtualPBX
FEBRUARY 7, 2024
In the fast-paced and ever-evolving landscape of modern business, effective communication stands as an indispensable cornerstone. Whether you’re a small startup navigating your initial forays into the market or a large corporation managing vast networks of clients and stakeholders, the manner in which you handle incoming calls can profoundly shape perceptions of your professionalism and directly influence operational efficiency.
CSM Magazine
FEBRUARY 7, 2024
JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system. JBC’s engineers have been equipped with tablets as part of digital transformation of field services using a system from BigChange. Now full integration between BigChange and SAP B1 has eliminated manual data entry work, saving JBC 8-man days a week.
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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.
Calltools
FEBRUARY 7, 2024
The battle against illegal and unethical robocalls continues to rage on. Powerful legislation, call center improvements, and sophisticated blocking apps have slowed but not stopped the onslaught of spam and scam calls and texts. Consumers have long been frustrated by what they see as a lack of progress, despite numerous FCC-led efforts. So what will 2024 offer to finally stop these costly and infuriating calls?
CSM Magazine
FEBRUARY 7, 2024
The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are extremely grateful to Sabio for their generous sponsorship,” said Gary Dickson, Head of Women & Girls Division at Busby Girls
Help Scout
FEBRUARY 7, 2024
In a competitive field like customer service, a great cover letter can help you stand out from the crowd. Check out these examples and tips for writing one of your own.
CSM Magazine
FEBRUARY 7, 2024
Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.
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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.
Help Scout
FEBRUARY 7, 2024
Feeling overwhelmed in the queue? Help desk automation can help! When done well, automating certain tasks can give customers a better experience and reduce the stress on your team.
CSM Magazine
FEBRUARY 7, 2024
Imagine you’re a working professional in the bustling world of business, engineering, or technology. You have a stable job, but you know that to climb up the career ladder, you need something extra—an edge that sets you apart from your peers. That’s where the concept of continuing education comes into play. Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new height
Cisco - Contact Center
FEBRUARY 7, 2024
Every year, Cisco selects leaders who exemplify the passion, tenacity, and knowledge required to be a cybersecurity defender.
CSM Magazine
FEBRUARY 7, 2024
It is the beginning of another year and it is time to start with some new strategies for talent acquisition and recruitment teams. Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.
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!
CCNG
FEBRUARY 7, 2024
Organizational Resilience Through Human Resilience “Resilience” has become a buzzword for the times. You’ve likely heard it enough to surmise that having more is better, but what exactly is it and why does it matter? While resilience relates to many aspects of business – organizational, economic, logistic, and technological, they are all predicated on the essential one: individual human resilience.
AWS Machine Learning
FEBRUARY 7, 2024
In the first post of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. In the second post , we discussed an approach to develop a deep learning-based computer vision model to detect and highlight forged images in mortgage underwriting.
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