CSM Magazine

OCTOBER 16, 2023

David Luck, Co-founder and CEO of Capital on Tap Today’s customers demand more from their financial providers. They expect fast, seamless, personalized banking experiences and, above all, exceptional customer service. They’ll even switch if they aren’t happy, as research indicates that 70% of customers under the age of 55 would consider changing banks for an improved customer experience.

Finance 52

Finance Customer Service Education Banking 52

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 236

Customer Experience B2C Government B2B 236

MiaRec

OCTOBER 16, 2023

Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?

Technology 105

Technology Quality management Management 105

Cisco - Contact Center

OCTOBER 16, 2023

With the ever-increasing complexity of technology, organizations must build cybersecurity resilience to stay ahead of the unknown, persistent, and lurking threats. And the threat is growing.

Technology 98

Technology 98

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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

AWS Machine Learning

OCTOBER 16, 2023

Veriff is an identity verification platform partner for innovative growth-driven organizations, including pioneers in financial services, FinTech, crypto, gaming, mobility, and online marketplaces. They provide advanced technology that combines AI-powered automation with human feedback, deep insights, and expertise. Veriff delivers a proven infrastructure that enables their customers to have trust in the identities and personal attributes of their users across all the relevant moments in their c

APIs 109

APIs Best practices Engineering Metrics 109

Cisco - Contact Center

OCTOBER 16, 2023

Cisco announces new Multicloud Certifications focused on connectivity and security to ensure IT professionals have the skills to defend future cyber-attacks – get started with a special deal on Cisco … Read more on Cisco Blogs

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LiveVox

OCTOBER 16, 2023

Genuine, authentic marketing is a lot like philosophy. It’s built by asking big questions: What value does this company bring to the market? What is its purpose? How and why does it make sense for its customers? We sat down with LiveVox CMO Nick Bandy to get to know him better and learn how he […] The post LiveVox CMO Nick Bandy on Building a Strong Brand and Telling Stories That Sell appeared first on LiveVox.

Marketing 92

Marketing 92

Nuance

OCTOBER 16, 2023

… Intelligent patient experiences, part 1: How easy is it to use your patient portal? Read More » The post Intelligent patient experiences, part 1: How easy is it to use your patient portal? appeared first on What’s Next blog.

Healthcare 75

Healthcare 75

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.

Enterprise 62

Enterprise Contact Center Consulting Consulting 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

OCTOBER 16, 2023

Find out how Concentrix + Webhelp is putting employee wellbeing initiatives center stage with our groundbreaking Wellbeing Index.

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71

Cisco - Contact Center

OCTOBER 16, 2023

Cisco Automation Developer Days are returning to New York on December 5-6, and registration is now open !

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Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Accountability 59

Accountability Management 59

FluentStream

OCTOBER 16, 2023

In today's increasingly distributed workplaces, small and medium businesses need cloud communication tools that are as mobile as their workforce. Employees, no longer tied to a desk, need the ability to make, receive, and manage calls remotely. Many phone system. Read More The post Manage your small business phone system from anywhere with the new-and-improved FluentStream Admin App appeared first on FluentStream.

Management 52

Management 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

OCTOBER 16, 2023

High call volumes can swiftly engulf customer service teams, disrupting structured processes and spawning chaos. This is a persistent issue; over 60% of companies report growing call volumes, a trajectory set to continue. This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction , with many businesses only able to address 37.8% of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

FluentStream

OCTOBER 16, 2023

Are you looking for a more efficient way to collaborate with customers or co-workers while traveling or working remotely? Good news: FluentStream has launched the new-and-improved FluentStream Mobile app to provide small business professionals greater efficiency and control of their. Read More The post 9 Ways FluentStream’s Mobile Cloud Communications App Helps Distributed Teams Tap Into Efficiency appeared first on FluentStream.

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Genroe

OCTOBER 16, 2023

Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar. The post [Case Study] Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe | Customer Experience | Net Promoter Score.

Customer Experience 52

Customer Experience 52

FluentStream

OCTOBER 16, 2023

In today's increasingly distributed workplaces, small and medium businesses need cloud communication tools that are as mobile as their workforce. Employees, no longer tied to a desk, need the ability to make, receive, and manage calls remotely. Many phone system. Read More The post Manage your small business phone system from anywhere with the new-and-improved FluentStream Admin App appeared first on FluentStream.

Management 52

Management 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

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics. Video Case Study Transcript Janine Scott (Wolters Kluwer Asia Pacific) So I was tasked with making the commercial connection between our Net Promoter score and some of our measures […] The post [Case Study] A CFO’s Perspective: The correlation between NPS and Growth appeared first on Genroe | Customer Experience | Net

Metrics 52

Metrics Customer Experience 52

FluentStream

OCTOBER 16, 2023

Are you looking for a more efficient way to collaborate with customers or co-workers while traveling or working remotely? Good news: FluentStream has launched the new-and-improved FluentStream Mobile app to provide small business professionals greater efficiency and control of their. Read More The post 9 Ways FluentStream’s Mobile Cloud Communications App Helps Distributed Teams Tap Into Efficiency appeared first on FluentStream.

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52

CSM Magazine

OCTOBER 16, 2023

When running a successful business, an effective human resource (HR) strategy is non-negotiable. However, many companies, especially small and medium-sized enterprises, might not have the in-house expertise or resources to manage their HR needs optimally. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

JustCall

OCTOBER 16, 2023

The finance sector today cannot be viewed without thinking of technological intervention first. Such is its promise and untapped potential that BCG predicts the FinTech sector will reach $1.5 trillion by 2030. In this guide, we will explore the key issues that plague the FinTech customer experience and understand how to use communication tools to boost Fintech customer retention.

Customer Experience 52

Customer Experience Finance Self service CRM 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

CSM Magazine

OCTOBER 16, 2023

When Breast Cancer Care merged with Breast Cancer Now they selected Britannic to merge the two telephony systems together to streamline calls and operations. Coincidentally Breast Cancer Care already used Mitel IP telephony, so it simplified the merging of the telephony somewhat. Romeena Kazi, IT Support Manager at Breast Cancer Now comments, “We had multiples of everything, two reception numbers, numerous fundraising numbers, two help service desk numbers so we had to merge and port numbers int

Consulting 52

Consulting Consulting Customer Care Accountability 52

JustCall

OCTOBER 16, 2023

Improving healthcare support is a priority for hospitals and healthcare institutions across the board. But the twist is that this ongoing process is increasingly becoming virtual. Unsurprisingly, data predicts that augmented reality and virtual reality in the healthcare market will reach USD 11.3 billion by 2030. Increased digitization in healthcare only means that customers want instant, relevant, and convenient support, specifically for after-hours healthcare services.

Healthcare 52

Healthcare Interactive Voice Response Wait times Abandon Call 52

Unymira

OCTOBER 16, 2023

The manufacturing landscape is experiencing a profound transformation, fueled by two decades of rapid disruption. Manufacturing companies need to quickly adapt to become future industrial leaders in this era of technology, automation and supply chain improvements. Knowledge Management (KM) is crucial in transforming customer service, especially in the automotive industry.

Automotive 52

Automotive Customer Service Management Technology 52

JustCall

OCTOBER 16, 2023

Effective communication is the lifeblood of business. SIP, or Session Initiation Protocol telephony, is a fundamental tool to enable this. The SIP market has grown from USD 14.69 billion in 2022 to USD 16.49 billion in 2023, at a compound annual growth rate of 12.3 percent. Among the reasons for this growth are cost-effectiveness, flexible bandwidth allocation, and the potential for better audio quality.

Best practices 52

Best practices voip Technology Enterprise 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 16, 2023

Few transformational technologies have generated the kind of buzz as Artificial Intelligence.

Technology 74

Technology Management 74

JustCall

OCTOBER 16, 2023

“I need to transfer this call to assist you better. Can I please place your call on hold?” This is an all-too-familiar line often used in customer service. In fact, two out of ten customers are hit with this script (or any of its variations) before their call is transferred. While such transfers can be annoying, they are also unavoidable to some extent.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

Help Scout

OCTOBER 16, 2023

In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.

Customer Service 45

Customer Service Customer Support Technology 45