Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Beyond Philosophy

MARCH 21, 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: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis.

Telecommunications 195

Telecommunications Education Engineering Management 195

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

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfacti

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Advertisement

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

Vistio

MARCH 18, 2024

For contact center managers, trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. High turnover rates are common, with many agents feeling overwhelmed, underprepared, or simply uninspired. But here’s a secret: it doesn’t have to be that way. A vital tool in our arsenal to tackle this issue is training—not just any training, but effective, confidence-boosting training techniques.

call center workforce 52

call center workforce Call Center Construction Best practices 52

JustCall

MARCH 21, 2024

Does your team constantly struggle to nail customer interactions? As a manager, you know the frustration all too well. – Your sales reps stumble over detailed product queries, derailing potential deals. Meanwhile, your support agents frantically search for resolutions to complex issues, testing customer patience. The outcome? Frustrated customers, missed sales opportunities, and a constant feeling of being overwhelmed.

Scripts 59

Scripts First call resolution Engineering Sales 59

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

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

Ambs Call Center

MARCH 18, 2024

Your medical practice has finally decided on the need for a medical answering service. Maybe you’ve never had one before, or maybe you just simply don’t know what’s required.

Answering services 90

Answering services Healthcare 90

Advertisement

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

Callminer

MARCH 19, 2024

2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.

68

68

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

Customer Service 223

Customer Service Government Customer centricity Customer Experience 223

Beyond Philosophy

MARCH 22, 2024

“What’s the one thing we need for a stellar Customer Experience ?” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar.

Customer Experience 221

Customer Experience 221

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

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.

Contact Center

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 124

Self service APIs Upselling Contact Center 124

ConvergeOne

MARCH 21, 2024

Before we navigate through the dynamic infrastructure landscape, it is imperative to define the very foundation upon which these technological advancements are built. Infrastructure, in its essence, encompasses the fundamental framework of interconnected systems and resources that enable the seamless flow of data, communication, and operations within an organization or across networks.

Enterprise 115

Enterprise Technology 115

AWS Machine Learning

MARCH 22, 2024

This post is co-written with Matt Middleton from Contentful. Today, jointly with Contentful, we are announcing the launch of the AI Content Generator powered by Amazon Bedrock. The AI Content Generator powered by Amazon Bedrock is an app available on the Contentful Marketplace that allows users to create, rewrite, summarize, and translate content using cutting-edge generative artificial intelligence (AI) models available and accessible through Amazon Bedrock in a simple and secure manner.

Engineering 111

Engineering Consulting Consulting Enterprise 111

MiaRec

MARCH 21, 2024

An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible. For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. However, now with Generative AI, contact centers can automatically score 100% of their call volume, allowing them to identify patterns and trends that would otherwise be invisible, such as subtle changes in an agent's per

Analytics 105

Analytics Contact Center Management Quality management 105

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

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 109

Self service APIs Upselling Contact Center 109

ConvergeOne

MARCH 19, 2024

The advent of Generative AI (GenAI) has led to a technological transformation that we have not seen since the birth of the Internet. Its impact on intelligent virtual assistants (IVAs) has been no less profound, significantly expanding the scope of what IVAs can achieve and the impact that they can have across any organization. However, as organizations attempt to implement new GenAI-based IVAs, they are still struggling to effectively deliver AI-based capabilities that result in tangible busine

Finance 114

Finance Enterprise Contact Center Sales 114

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” “We may have enough opportunities, but are they large enough in terms of projected revenue? What is our go-get?” “Are we progressing these opportunities through our pipeline process towards close?

Sales 105

Sales Coaching B2B Customer centricity 105

AnswerConnect

MARCH 19, 2024

Looking for the USP to differentiate you from your competitors? Discover why 24/7 customer service is crucial to stand out and grow your business in 2024. The post How to grow your business with 24/7 customer service. appeared first on AnswerConnect Blog.

Customer Service 98

Customer Service Answering services Customer Support 98

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.

Cisco - Contact Center

MARCH 18, 2024

Today, we are excited to share that Splunk is now officially a part of Cisco.

Technology 98

Technology 98

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

SQM Group

MARCH 19, 2024

Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start.

Customer Service 93

Customer Service Call Center 93

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

Advertisement

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

Cisco - Contact Center

MARCH 19, 2024

Have you ever considered pursuing a career in information technology (IT) or IT support but found yourself unsure of where to start?

Technology 97

Technology 97

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. It underpins some of the most useful tools agents have to handle large and changing call volumes. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order.

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

outsourcing 71

outsourcing Customer Care Best practices Management 71