JustCall
OCTOBER 19, 2023
The ability to connect with leads can make or break a deal. To reinforce that ability, mastering the art of call prioritization is crucial. Manual sales tasks and other administrative tasks take up a lot of your agents’ valuable time. Sales automation tools can help retrieve some of that time. These tools, like dialers, allow your agents to concentrate on sales and customer satisfaction.
Callminer
OCTOBER 19, 2023
This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.
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Beyond Philosophy
OCTOBER 19, 2023
I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.
AWS Machine Learning
OCTOBER 19, 2023
Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.
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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.
Momentum Telecom
OCTOBER 19, 2023
Despite the rise in popularity of digital channels, phones are still the top dog in business communications. 52% of businesses still consider phone calls to be their primary communication tool. 1 And as 65% of consumers prefer to call companies over other channels like texting or emailing , 2 it’s clear phones aren’t going away anytime soon. Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhe
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
OCTOBER 19, 2023
In the ever-evolving landscape of business, knowledge is power. Every entrepreneur, whether seasoned or aspiring, understands the importance of having access to valuable resources, insights, and strategies. In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks.
AWS Machine Learning
OCTOBER 19, 2023
Customers increasingly want to use deep learning approaches such as large language models (LLMs) to automate the extraction of data and insights. For many industries, data that is useful for machine learning (ML) may contain personally identifiable information (PII). To ensure customer privacy and maintain regulatory compliance while training, fine-tuning, and using deep learning models, it’s often necessary to first redact PII from source data.
LiveVox
OCTOBER 19, 2023
The LiveVox Fall 2023 release introduces fresh features aimed at enhancing the omnichannel customer experience and delivering actionable data and automation tools to contact centers in the U.S. and globally. First up, we’ve expanded our international communication capabilities. That’s right, we’re spreading our wings and making it easier for you to connect with customers around […] The post What’s New In LiveVox?
Fonolo
OCTOBER 19, 2023
If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if they are right for your business. Those are good questions! Contact center managers know that SLAs are essential for defining and measuring success for their businesses.
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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.
Cyara
OCTOBER 19, 2023
Customer experience (CX) has always been critical in the financial services industry. According to Forrester , a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of the bank.
Cisco - Contact Center
OCTOBER 19, 2023
At this year’s EDUCAUSE, I sat down with Webster University and Collin College for a discussion hosted by The Chronicle of Higher Education.
Provide Support
OCTOBER 19, 2023
Affiliate marketing is a great low-cost way to earn money without any investments and risk. Lots of online content creators partner with businesses, promote them and in return earn commission for each sale.
Cisco - Contact Center
OCTOBER 19, 2023
In today’s digital landscape, where the average user works remotes at least part time and uses a variety of cloud-delivered SaaS and private applications, old perimeter-based security paradigms are… Read more on Cisco Blogs
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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.
Call Experts
OCTOBER 19, 2023
Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.
Cisco - Contact Center
OCTOBER 19, 2023
Over the past year, we’ve seen powerful examples of how cybersecurity is at the forefront of national security and business operations.
Concentrix
OCTOBER 19, 2023
Unlock the Secrets of CX Transformation at this Concentrix & Forrester Event! Register Now for Insights and Strategies. Limited Spots!
Cisco - Contact Center
OCTOBER 19, 2023
Protecting industrial operations from cyberthreats should always be top of mind.
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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.
Concentrix
OCTOBER 19, 2023
Unlock the Secrets of CX Transformation at this Concentrix & Forrester Event! Register Now for Insights and Strategies. Limited Spots!
Momentum Telecom
OCTOBER 19, 2023
Download our FREE Guide to Managed Network Solutions The need for secure and cost-effective business networks is growing. Digital transformation is becoming a requirement. Applications are moving to the cloud. Employees are working remotely. Customers have higher demands than ever before. Cyber criminals are attacking companies of all sizes and in all industries.
JustCall
OCTOBER 19, 2023
In the digital age, every business is looking to expand its footprint to new geographies. This is because organizations realize the untapped opportunities they can expand to if they take their digital offering to these markets. But there is a problem. With the expansion to new geographies comes the need for streamlined communication. This is pivotal in building trust and enabling your customers to contact your support teams easily.
CSM Magazine
OCTOBER 19, 2023
In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created.
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!
JustCall
OCTOBER 19, 2023
Call centers are high-pressure environments where every call is a new challenge. And customer service is the heart of all their operations. Amidst customer complaints, issue resolutions, and escalations, maintaining efficiency can seem like an uphill battle. Call center efficiency eventually leads to customer satisfaction. About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience.
Hodusoft
OCTOBER 19, 2023
10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 million by 2028; it is likely to re
JustCall
OCTOBER 19, 2023
Remote workforce optimization has been one of the most searched topics on Google. And why not? Around 57% of candidates would look for a new job if remote working was not an option for them. On the leadership side, too, remote work is one of the top priorities. About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage.
CSM Magazine
OCTOBER 19, 2023
BigChange has developed a system to help commercial vehicle drivers avoid unexpected charges and fines associated with low emission and traffic congestion zones. With London’s ULEZ (Ultra Low Emission Zone) and an increasing number of cities bringing in similar charges, fleet operators and their drivers face challenges navigating these new restrictions.
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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.
JustCall
OCTOBER 19, 2023
A unique phone number holds the same value as an iconic logo. When done right, it can boost brand recall and help you to build a distinct brand personality. Personalization of your phone number is an unexplored area that demands greater attention. McKinsey claims that companies that grow faster drive 40% more revenue from personalization than their counterparts.
Zappix
OCTOBER 19, 2023
In an era defined by technological advancements and instant access to information, how we communicate and seek assistance is evolving.
JustCall
OCTOBER 19, 2023
In a world where 44% of customers get annoyed or irritated if they are kept on hold for 5 to 15 minutes and about 90% believe that immediate response is essential, call center agents are bound to feel overwhelmed and pressured. This leads to reduced productivity. That’s why ensuring that your agents deliver excellent customer service without the added pressure depends on the technology you utilize.
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