Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. How Conversational AI Works Conversational AI uses several technologies to create human-like interactions. When a customer calls your contact center, automatic speech recognition (ASR) deciphers their spoken words and turns them into information that artificial intelli

Contact Center 52

Contact Center Self service Best practices Wait times 52

CCNG

MARCH 20, 2024

The Times They Are a Changing In this technological age, business leaders are increasingly turning to tools like artificial intelligence ( AI ) to meet the challenges of a tight labor market, inflation, and changing consumer preferences. While technologies like AI are game changers across industries – they are ultimately just tools that produce varied results depending upon who deploys them.

Technology 195

Technology CCNG Chatbots Consulting 195

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

Personalization 97

Personalization Customer Experience Customer Service Employee engagement 97

Cisco - Contact Center

MARCH 20, 2024

I am proud to introduce you to our learning event. Cisco U. Spotlight! And it is all happening On April 24, 2024 , at 8:30am Pacific. What’s Cisco U. Spotlight all about? Cisco U.

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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

Tethr

MARCH 20, 2024

Don’t let manual processes bog your customer service down. Discover how technology helps transform after call work (ACW) in call centers.

Technology 92

Technology Call Center Customer Service 92

Nuance

MARCH 20, 2024

Discover how social workers can enhance their productivity during Social Work Month using cloud-based speech recognition solutions like Dragon Professional Anywhere. Learn how such tools can streamline documentation tasks, boost accuracy, and reclaim valuable time for more meaningful interactions with clients.

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Vistio

MARCH 20, 2024

The future of contact centers looks promising with the integration of personalized recommendations and enhanced efficiency. This evolution is pivotal as businesses strive to meet the increasingly bespoke expectations of their customers while managing the pressure on operational performance. Vistio’s innovative use of proprietary technology and artificial intelligence sets the stage for this transformation, empowering agents and refining processes.

Contact Center 52

Contact Center Personalization Analytics Benchmark 52

CSM Magazine

MARCH 20, 2024

Despite advances in technology, many businesses today still perform manual cash flow analysis using spreadsheets. While spreadsheets have many useful applications, there is a better way to manage and forecast cash flow. In this post, you’ll learn about the drawbacks of using spreadsheets for cash flow analysis, how cash flow software can revolutionize your organization’s cash flow forecasting and what to look for when switching to cash flow software.

Technology 52

Technology Management 52

Abby Connect

MARCH 20, 2024

Artificial intelligence is taking the world by storm. Businesses of all sizes are using new AI tools to cut costs, increase efficiency, and grow. AI for small businesses is looking especially promising.

Surveys 52

Surveys 52

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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

MARCH 20, 2024

Your Managed Services opportunity with Cisco is exploding, with a total addressable market of $161 Billion by 2027. Within that, the SMB segment is growing 1.6 times faster than other segments.

Marketing 52

Marketing Management 52

Calltools

MARCH 20, 2024

Using an Interactive Voice Response (IVR) at your small business can offer many benefits, from enhanced brand recognition to improved customer service. As the first point of contact between a customer and a small business, an IVR system plays a vital role in shaping how a customer perceives your business. Using an automated phone menu system, an IVR helps guide customers through a series of responses to reduce wait times and improve customer resolution rates.

Interactive Voice Response 52

Interactive Voice Response Average Handle Time B2B Wait times 52

Nicereply

MARCH 20, 2024

Using the right questions in your surveys is essential if you want to get reliable data and honest opinions from your customers. There is no use for your company in obtaining untrue answers; in fact, it could even be counterproductive. For this reason, you should avoid some common types of questions: double-barreled questions , loaded questions, and, of course, leading questions.

Surveys 52

Surveys Feedback Personalization Customer Service 52

CSM Magazine

MARCH 20, 2024

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do, from purchasing goods to utilizing services. Characteristics of Machine Customers Machine customers are distinguished by their ability to make decisions based on real-time data and adjust their actions over time, rather than simply following a set of preprogrammed instructions.

Transportation 52

Transportation APIs Automotive Entertainment 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

TCN

MARCH 20, 2024

If you’re in the realm of call centers, you know that flexibility is the name. The post Is Your Call Center Software Holding You Back? appeared first on TCN.

call center software 52

call center software Call Center 52

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination.

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outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Help Scout

MARCH 20, 2024

Discover 8 different ways that customer support teams can make use of capacity that may be freed up when AI tools automate some portion of their work. From professional services to internal tooling!

Customer Support 45

Customer Support 45

Certified Languages International

MARCH 20, 2024

As a woman-owned business, we can’t get enough of women’s success stories. We’re especially partial to the stories of women in interpreting. This month, we’re highlighting four interpreters who knocked our socks off. (They’re that inspiring.) Here’s to the women who have made history before us and the ones who are making history now! Related: From Past to Present: Women Interpreters Continue to Lead the Way Grace Bagnato Grace Bagnato was appointed the first official female court interpreter in

Government 52

Government Personalization Education 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

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

Government 83

Government Chatbots Self service Wait times 83