Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
Upstream Works
SEPTEMBER 19, 2024
Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases. The post 3 Ways Contact Center AI is Redefining the Agent Experience appeared first on Upstream Works.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
SEPTEMBER 27, 2024
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
Advertisement
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.
Enghouse Interactive
SEPTEMBER 9, 2024
AI is transforming contact centers by automating customer interactions, enhancing agent productivity, and improving CX. EnghouseAI offers modular solutions for seamless AI integration, optimizing processes, and driving customer satisfaction and retention.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
SEPTEMBER 25, 2024
A positive customer experience (CX) is deemed essential by approximately 80% of American consumers , who value speed, convenience, knowledgeable assistance, and friendly service. With advancements in AI technology, the future of AI in customer service is unfolding before our eyes, providing every company with the chance to enhance their CX swiftly. While there have been concerns about AI replacing humans in many jobs, the reality is that people will always be needed to get things done and create
Callminer
SEPTEMBER 16, 2024
For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. Read more in this blog.
Beyond Philosophy
SEPTEMBER 26, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
TechSee
SEPTEMBER 30, 2024
In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu
Advertisement
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.
Toister Performance Solutions
SEPTEMBER 12, 2024
You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The one thing stopping you is time. You cringe at the thought of endless focus groups, exhaustive committee meetings, and months of back-and-forth. All that to create an incomprehensible word salad that nobody likes.
ShepHyken
SEPTEMBER 10, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.
CCNG
SEPTEMBER 18, 2024
Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. Quality Assurance: Your Strategic Weapon Against Customer Service Disasters In the fast-paced world of customer service, the quality of interactions between agents and customers is paramount.
AWS Machine Learning
SEPTEMBER 18, 2024
In the field of technology and creative design, logo design and creation has adapted and evolved at a rapid pace. From the hieroglyphs of ancient Egypt to the sleek minimalism of today’s tech giants, the visual identities that define our favorite brands have undergone a remarkable transformation. Today, the world of creative design is once again being transformed by the emergence of generative AI.
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!
Beyond Philosophy
SEPTEMBER 19, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
Connect
SEPTEMBER 30, 2024
By Charlene George, Sales Director at Connect SA Amid the intense competition of today’s market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle. Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.
Cisco - Contact Center
SEPTEMBER 12, 2024
AI is everywhere. Especially in sales. But how do you separate the hype from reality? Ignacio Castroverde, Senior Director within Global Virtual Sales, shares what Cisco is doing with AI to help our sellers become faster, more creative, and more helpful to our customers and partners.
ShepHyken
SEPTEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?
Advertisement
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.
Integrity Solutions
SEPTEMBER 23, 2024
Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.
AWS Machine Learning
SEPTEMBER 12, 2024
Organizations generate vast amounts of data that is proprietary to them, and it’s critical to get insights out of the data for better business outcomes. Generative AI and foundation models (FMs) play an important role in creating applications using an organization’s data that improve customer experiences and employee productivity. The FMs are typically pretrained on a large corpus of data that’s openly available on the internet.
Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
Connect
SEPTEMBER 10, 2024
by Craig Smith, CX Automation Manager and Damian Copeland, COO While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment. In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).
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.
Cisco - Contact Center
SEPTEMBER 30, 2024
On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. Why would I be at a cybersecurity conference? …What was I hoping to get out of it?
ShepHyken
SEPTEMBER 24, 2024
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.
AnswerConnect
SEPTEMBER 18, 2024
Are tenant calls or property emergencies stacking up? Our blog uncovers why property management businesses benefit from a 24/7 answering service. Read now! The post Why property management businesses need an answering service appeared first on AnswerConnect Blog.
AWS Machine Learning
SEPTEMBER 27, 2024
This post is co-written with Andreas Astrom from Northpower. Northpower provides reliable and affordable electricity and fiber internet services to customers in the Northland region of New Zealand. As an electricity distributor, Northpower aims to improve access, opportunity, and prosperity for its communities by investing in infrastructure, developing new products and services, and giving back to shareholders.
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!
Select VoiceCom Blog
SEPTEMBER 20, 2024
Select VoiceCom employees and company leaders came together last Wednesday to celebrate the blessing ceremony of the newly expanded office on the 5th floor of the i1 Building, Cebu IT Park, Apas, Cebu City. The 5th-floor office is another step forward for us to accommodate our growing team and clientele. With this additional space, we want to show how dedicated we are to supporting more employees and businesses as they thrive in what they do best, no matter their profession or industry.
Kapta Customer Success
SEPTEMBER 10, 2024
Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.
Cisco - Contact Center
SEPTEMBER 26, 2024
Pioneering Cisco customers understand that digital resilience helps keep their networks and businesses humming; their customer, employee, and partner experiences consistently great; and their admins… Read more on Cisco Blogs
Expert insights. Personalized for you.
182 
Let's personalize your content