5 Contact Center Trends to Keep an Eye on for 2024
SQM Group
FEBRUARY 13, 2024
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.
SQM Group
FEBRUARY 13, 2024
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.
ShepHyken
FEBRUARY 20, 2024
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t
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Playvox
FEBRUARY 13, 2024
In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction.
Tethr
FEBRUARY 14, 2024
Add these 7 high-impact metrics to your call center quality assurance checklist to improve agent performance and the customer experience.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Ambs Call Center
FEBRUARY 21, 2024
If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
MiaRec
FEBRUARY 14, 2024
Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.
Cisco - Contact Center
FEBRUARY 26, 2024
By shifting from point-solutions to a cybersecurity platform approach, IT and security teams significantly improve their efficiency and security outcomes.
SQM Group
FEBRUARY 27, 2024
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.
ShepHyken
FEBRUARY 12, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Callminer
FEBRUARY 25, 2024
Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available. Read this blog to learn why CX is important and what to look for when selecting a CX solution.
Beyond Philosophy
FEBRUARY 23, 2024
Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.
TechSee
FEBRUARY 19, 2024
Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.
Transparent BPO
FEBRUARY 26, 2024
Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
24-7 InTouch
FEBRUARY 13, 2024
Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. This partnership is designed to support the growing need for globally diverse customer service solutions while leveraging a people-driven culture, and operationa
ShepHyken
FEBRUARY 13, 2024
Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point: Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.
AWS Machine Learning
FEBRUARY 29, 2024
Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-
Beyond Philosophy
FEBRUARY 16, 2024
Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Totango
FEBRUARY 9, 2024
To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.
Cisco - Contact Center
FEBRUARY 27, 2024
Artificial intelligence (AI) has become a common buzzword, especially with the rise of Generative AI (GenAI) tools like ChatGPT, which can create entirely new data and human-like content.
NobelBiz
FEBRUARY 20, 2024
Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.
ShepHyken
FEBRUARY 26, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
AWS Machine Learning
FEBRUARY 27, 2024
This is a guest post written by Axfood AB. In this post, we share how Axfood, a large Swedish food retailer, improved operations and scalability of their existing artificial intelligence (AI) and machine learning (ML) operations by prototyping in close collaboration with AWS experts and using Amazon SageMaker. Axfood is Sweden’s second largest food retailer, with over 13,000 employees and more than 300 stores.
Beyond Philosophy
FEBRUARY 15, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader
CSM Magazine
FEBRUARY 15, 2024
John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion.
Cisco - Contact Center
FEBRUARY 29, 2024
It was a strong start to the new year with an incredible week in Amsterdam, where the gloomy weather was a stark contrast to the excitement and energy of the 16,000 people who came together to talk… Read more on Cisco Blogs
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Integrity Solutions
FEBRUARY 1, 2024
Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.
ShepHyken
FEBRUARY 27, 2024
Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we heard from John Hughes , who is connected with me on LinkedIn.
AWS Machine Learning
FEBRUARY 26, 2024
Large Language Models (LLMs) have revolutionized the field of natural language processing (NLP), improving tasks such as language translation, text summarization, and sentiment analysis. However, as these models continue to grow in size and complexity, monitoring their performance and behavior has become increasingly challenging. Monitoring the performance and behavior of LLMs is a critical task for ensuring their safety and effectiveness.
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