NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business. Inefficiencies, higher costs, and customer dissatisfaction can be led to by a mismatched provider—this can happen.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Support 230

Customer Support Average Handle Time Upselling Contact Center 230

DMG Consulting

NOVEMBER 25, 2024

The CCaaS Market Sees Growing Pains and Changing Dynamics View this article on the publisher’s website The contact center-as-a-solution (CCaaS) market is thriving while simultaneously undergoing an identity crisis. CCaaS solutions are being purchased at a rapid rate as companies migrate from their premises-based contact center solutions to the cloud.

Marketing 48

Marketing Self service Contact Center APIs 48

Cisco - Contact Center

NOVEMBER 25, 2024

In our recent Cisco AI Readiness Index, we found that only 13% of organizations consider themselves ready to capture AI’s potential, even though urgency is high. Companies are investing, but close to half of respondents say the gains aren’t meeting expectations. Here’s how organizations can get themselves better prepared.

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Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand. A seemingly minor service failure tarnished not only my stay but also my trust in the brand itself.

Construction 52

Construction Morale Feedback Coaching 52

CCNG

NOVEMBER 27, 2024

Are Today’s Remote Work Challenges New Issues or Magnified Versions of the Same Culture Issues from the Office? My recent LinkedIn Poll results are telling: Poll Results: Of the 75 people that responded, 68% agree remote work challenges are just magnified versions of the issues that existed in the office already. My Thoughts: These results support my working theory that it’s not necessarily WHERE we work that’s the underlying issue, as much as it is HOW we work together.

CCNG 195

CCNG Employee engagement Call Center Management 195

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

Best practices 182

Best practices Call Center Technology 182

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

NOVEMBER 25, 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. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

Customer Service 180

Customer Service Contact Center Customer Experience Call Center 180

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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

NOVEMBER 26, 2024

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

Healthcare 119

Healthcare Chatbots Automotive Engineering 119

Callminer

NOVEMBER 25, 2024

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this blog to learn how AI is improving CX.

Customer Experience 182

Customer Experience Customer Service 182

Connect

NOVEMBER 24, 2024

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. By Martin Cross , Chief Strategy Officer at Connect. “While already a dominant trend in recent years, many operators have realised that rushing into AI implementations caused more challenges that it solved, especially when it comes to generative or GenAI,” explains Ma

Engineering 100

Engineering Quality management Cloud contact Interactive Voice Response 100

SQM Group

NOVEMBER 27, 2024

A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.

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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

AWS Machine Learning

NOVEMBER 27, 2024

Large language models (LLMs) have witnessed an unprecedented surge in popularity, with customers increasingly using publicly available models such as Llama, Stable Diffusion, and Mistral. Across diverse industries—including healthcare, finance, and marketing—organizations are now engaged in pre-training and fine-tuning these increasingly larger LLMs, which often boast billions of parameters and larger input sequence length.

Engineering 100

Engineering Finance APIs Healthcare 100

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Banking 87

Banking Feedback Customer retention Marketing 87

Connect

NOVEMBER 27, 2024

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact. By Ben Ramsdale , Chief Strategy Officer at Connect. From customer satisfaction (CSAT), net promoter score (NPS) and retention statistics to average handling times (AHT), first contact resolution (FCR) rates and customer lifetime value (CLF), these metrics typically emphasise the utilitarian asp

Average Handle Time 88

Average Handle Time Cloud contact Metrics Technology 88

Ambs Call Center

NOVEMBER 29, 2024

If you aren't standing by to assist when a potential buyer needs your help, you could lose the deal. Yet for many real estate agents, spending more time on the phone simply is not possible.

Real estate 83

Real estate Answering services 83

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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

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Curtis Maher and Anjali Thatte from Datadog. This post walks you through Datadog’s new integration with AWS Neuron , which helps you monitor your AWS Trainium and AWS Inferentia instances by providing deep observability into resource utilization, model execution performance, latency, and real-time infrastructure health, enabling you to optimize machine learning (ML) workloads and achieve high-performance at scale.

Metrics 99

Metrics Engineering Sales Marketing 99

Cisco - Contact Center

NOVEMBER 26, 2024

Cisco has integrated the Isovalent platform into our infrastructure to ensure our cloud workloads are protected without compromising on performance.

Best practices 82

Best practices Enterprise 82

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

Journey mapping 59

Journey mapping Feedback Analytics Surveys 59

Ambs Call Center

NOVEMBER 29, 2024

In our post ' 4 Key Benefits to Call Recording ' we wrote about the value answering services provide when they record all their calls. Call recording provides a great means for dispute resolution, information verification, and quality assurance. Call recording systems are 100% digital making it easy to record, store, and share phone conversations.

Answering services 78

Answering services Customer Service 78

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

AWS Machine Learning

NOVEMBER 26, 2024

Thousands of companies worldwide use Salesforce to manage their sales, marketing, customer service, and other business operations. The Salesforce cloud-based platform centralizes customer information and interactions across the organization, providing sales reps, marketers, and support agents with a unified 360-degree view of each customer. With Salesforce at the heart of their business, companies accumulate vast amounts of customer data within the platform over time.

APIs 88

APIs Enterprise Accountability Feedback 88

Cisco - Contact Center

NOVEMBER 26, 2024

See how resilience and purpose led Hector C. from military service to a fulfilling career at Cisco, where he is empowering communities and driving innovation.

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TMP Direct

NOVEMBER 25, 2024

The festive season is a prime opportunity for businesses to maximize sales, as many customers embark on shopping sprees, eager to find the perfect gifts. However, this excitement often meets a significant hurdle: Cart Abandonment. This phenomenon occurs when customers fill their carts with products but leave without completing the purchase, significantly impacting sales and revenue.

Sales 52

Sales Business Process Outsourcing outsourcing Chatbots 52

Ambs Call Center

NOVEMBER 29, 2024

Are you confident your medical answering service provider is equipped with the right technology to handle your patient calls? If not, it’s probably time to take a closer look at the call center you’re doing business with.

Answering services 75

Answering services Call Center Technology Healthcare 75

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

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Adarsh Kyadige and Salma Taoufiq from Sophos. As a leader in cutting-edge cybersecurity, Sophos is dedicated to safeguarding over 500,000 organizations and millions of customers across more than 150 countries. By harnessing the power of threat intelligence, machine learning (ML), and artificial intelligence (AI), Sophos delivers a comprehensive range of advanced products and services.

APIs 86

APIs Metrics SaaS Engineering 86

Cisco - Contact Center

NOVEMBER 26, 2024

Cisco's new SD-WAN Configuration Catalog simplifies industrial deployments - reducing setup time, errors, and enhancing security for Industrial IoT networks

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Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.

Wait times 59

Wait times Chatbots Best practices Feedback 59