ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

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AWS Machine Learning

JULY 2, 2024

With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.

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APIs Scripts Enterprise Engineering 128

AnswerConnect

JULY 2, 2024

It’s not easy knowing when you’ve crossed the line from “Want” to “Need”. Read this guide for 7 signs it’s time to hire a virtual phone answering assistant The post 7 reasons it’s time for a virtual phone answering assistant appeared first on AnswerConnect Blog.

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AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines

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Healthcare APIs Government Accountability 126

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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

VirtualPBX

JULY 2, 2024

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

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Tethr

JULY 2, 2024

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

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Contact Center Customer Experience Customer Service 95

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

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Customer Service Customer Experience 86

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

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Accountability B2B Chatbots CRM 84

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

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outsourcing Contact Center Customer Care contact center solutions 62

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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

Concentrix

JULY 2, 2024

Concentrix’s CoMo Text Tool, Process Intelligence Suite, and AI solutions CX Bridge, Decision Tree Library, and ELLIE, have all been recognized as winners at the 2024 Golden Bridge Business and Innovation Awards.

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Balto

JULY 2, 2024

The sales process in the health insurance industry is pretty complex. First, you have stringent compliance requirements to deal with. Not to mention, the wide range of health plans, coupled with the fact that insurance is one of the hardest products to sell, adds to the complexity. HIS companies that direct their efforts to improve the sales process in their contact centers typically face challenges such as a lack of call insights, inability to maintain compliance, and poor coaching outcomes.

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JustCall

JULY 2, 2024

In the competitive world of car sales, mastering the art of communication can dramatically increase your chances of closing deals. Effective sales scripts tailored for various customer interactions can guide conversations to successful outcomes. This article provides ten car sales script samples that harness the power of persuasive dialogue to boost your sales performance with JustCall. 20 Car Sales Scripts Need to rev up your sales conversations?

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Scripts Sales Finance Automotive 52

Zappix

JULY 2, 2024

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities. We examine how modern outsourcing partnerships are extending beyond traditional boundaries, fostering innovation hubs, and providing access to cutting-

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Customer Care outsourcing Interactive Voice Response Analytics 52

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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

JustCall

JULY 2, 2024

Navigating international business can be tricky, especially when it involves communication with clients in the United Kingdom. A UK virtual phone number simplifies this challenge, making it as easy as if you were locally based. JustCall provides a seamless solution that allows businesses worldwide to quickly acquire a UK number. This guide offers a straightforward approach to understanding and securing a UK virtual phone number for your business.

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voip Telecommunications Customer centricity Marketing 52

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

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Big data Upselling Banking Customer effort 52

JustCall

JULY 2, 2024

Whether you’re planning an extended stay in the Philippines for tourism or returning home after years abroad, maintaining seamless communication is crucial. JustCall provides an efficient solution with its virtual phone numbers, enabling you to connect locally without the hassle of traditional telecommunication barriers. This guide details how you can stay connected in the Philippines, whether for personal or business purposes.

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voip Telecommunications Technology Personalization 52

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

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Telemarketing Call Center Scripts Contact center software 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

JustCall

JULY 2, 2024

Whether you’re planning to set up a new branch of your business in Los Angeles or simply want to stay connected with friends and family in the area, a Los Angeles virtual phone number can be an invaluable tool. JustCall makes it easy to obtain a local number that lets you manage calls with the ease and familiarity of a local resident, all without the need for physical infrastructure.

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voip Marketing Technology Personalization 52

Hodusoft

JULY 2, 2024

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well. Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” The event brought together Subject Matter Experts, Mr.

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JustCall

JULY 2, 2024

A Sales Assistant is crucial in the fast-paced retail environment, adept at handling customer interactions and transactions to foster a welcoming atmosphere. They are instrumental in ensuring a pleasant shopping experience, which directly impacts the store’s profitability and customer loyalty. Let’s explore what makes this role essential in any retail setting.

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Concentrix

JULY 2, 2024

Concentrix Marketing Engagement Platform (MEP) has been selected as a winner in the 2024 Sales and Marketing Technology Awards (aka Sammys).

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Sales Technology Marketing 48

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

JustCall

JULY 2, 2024

A Sales Executive plays a pivotal role in driving the revenue of a company by engaging with clients and closing sales deals. Their strategic approach to client management and keen market insight are essential for the company’s growth and market presence. Discover how this role is structured within the corporate framework and why it is so crucial for sustained business success.

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Sales Education Analytics Marketing 52

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

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Contact Center Self service Multi-channel support Call Center 41

JustCall

JULY 2, 2024

A Customer Support Representative is pivotal in ensuring that customers have a seamless interaction with a company, addressing inquiries and resolving issues efficiently. This role is central to building trust and satisfaction among customers, which significantly enhances company reputation and customer retention. This article outlines what makes this job essential in maintaining customer satisfaction.

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JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Canada communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Canada, highlighting their features, pricing, and pros to help you make an informed decision.

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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

JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Los Angeles communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Los Angeles, highlighting their features, pricing, and pros to help you make an informed decision.

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JustCall

JULY 2, 2024

Voice over Internet Protocol (VoIP) phone services are transforming the way businesses in Australia communicate, offering a range of features and flexibility not found in traditional phone systems. VoIP services are becoming increasingly popular due to their cost-effectiveness and advanced functionalities. In this article, we’ll explore the top five VoIP phone service providers in Australia, highlighting their features, pricing, and pros to help you make an informed decision.

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voip CRM Analytics Customer Support 52