OctopusTech
JUNE 18, 2024
Call centers are a major expense for many businesses. When managing a call center, you will have to deal with numerous expenses. Cost of staff, technology, and other overhead expenses are to name a few. However, there are many effective strategies companies can use to lower their call center costs without sacrificing customer experience. Here are 15 proven methods that you can follow to ensure call center cost savings. 1.
CSM Magazine
JUNE 20, 2024
Get ready for a game-changer in customer service call centers: Microsoft is about to launch a suite of AI-powered tools that leverages its expertise in AI. Copilot, already capable of summarizing emails and creating PowerPoint slides, will now assist in call centers, competing with industry players like Salesforce.com and Zoom. Microsoft’s AI tools aim to respond to customer queries with pinpoint accuracy by digging deep into company help manuals and serving up expert answers that save tim
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NobelBiz
JUNE 17, 2024
What is a BPO Call Center ? A Business Process Outsourcing (BPO) call center is a third-party service provider that manages call center operations for other businesses. These call centers handle a variety of tasks, such as customer support, order processing, and telemarketing. By outsourcing these functions to a BPO provider, businesses can concentrate on their core activities while leveraging the BPO’s expertise and efficiency.
TechSee
JUNE 17, 2024
Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.
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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.
The Northridge Group
JUNE 18, 2024
Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. Fingerprints, for instance, were utilized in ancient Babylon for business transactions. Today, biometrics encompasses a broader range of unique traits, including fingerprints scans, facial recognition, iris scans, and voice patterns.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
MiaRec
JUNE 17, 2024
Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction.
Beyond Philosophy
JUNE 20, 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: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.
Ambs Call Center
JUNE 19, 2024
When you use an answering service, you don't have to worry about your phones anymore. But those leads that come in, the appointments, employee call off data — you still have to manually enter that data. right?
CCNG
JUNE 19, 2024
For too long, organizations have paid lip service to platitudes like “we’re all in this together” and “our employees are our greatest asset.” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren’t fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.
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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.
ShepHyken
JUNE 17, 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. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much
Beyond Philosophy
JUNE 21, 2024
Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sunken Cost Fallacy, where people need help to walk away from investments, leading to subsequent mistakes.
Callminer
JUNE 19, 2024
Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.
TechSee
JUNE 19, 2024
Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.
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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.
AWS Machine Learning
JUNE 20, 2024
Retrieval Augmented Generation (RAG) is a technique that enhances large language models (LLMs) by incorporating external knowledge sources. It allows LLMs to reference authoritative knowledge bases or internal repositories before generating responses, producing output tailored to specific domains or contexts while providing relevance, accuracy, and efficiency.
Bill Quiseng
JUNE 19, 2024
The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t
MiaRec
JUNE 18, 2024
Are your agents struggling to correctly and quickly capture all the information required? You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows.
VirtualPBX
JUNE 19, 2024
At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.
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!
AWS Machine Learning
JUNE 18, 2024
Name entity recognition (NER) is the process of extracting information of interest, called entities , from structured or unstructured text. Manually identifying all mentions of specific types of information in documents is extremely time-consuming and labor-intensive. Some examples include extracting players and positions in an NFL game summary, products mentioned in an AWS keynote transcript, or key names from an article on a favorite tech company.
Genroe
JUNE 20, 2024
Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking. The post Effective Bank Customer Retention Strategies appeared first on Genroe | Customer Experience | Net Promoter Score.
AnswerConnect
JUNE 18, 2024
Customer communication can take years to perfect. That’s why we‘ve compiled a handy list of the best quick tips to help you hone your skills today. The post Essential tips for customer communication success appeared first on AnswerConnect Blog.
Cisco - Contact Center
JUNE 17, 2024
For three years now, we have been sowing seeds of innovation, inclusion, and inspiration to help Black leaders prepare to thrive in the AI era. We are committed to co-innovating with HBCUs to create lasting change, and building an inclusive future for all.
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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.
AWS Machine Learning
JUNE 18, 2024
As of this writing, Ghana ranks as the 27th most polluted country in the world , facing significant challenges due to air pollution. Recognizing the crucial role of air quality monitoring, many African countries, including Ghana, are adopting low-cost air quality sensors. The Sensor Evaluation and Training Centre for West Africa (Afri-SET) , aims to use technology to address these challenges.
ConvergeOne
JUNE 18, 2024
When ChatGPT launched in late November 2022 and five days later became the fastest consumer platform in history to reach 1 million users , it heralded the start of a new epoch in the long history of technology disruption. AI is changing everything about how we as humans interact with our machines.
Select VoiceCom Blog
JUNE 21, 2024
Select VoiceCom celebrated the Pride Month by spreading love, happiness, and sweetness to our workplace this Friday, June 21, 2024. Over 800 employees were treated to a special rainbow surprise as part of our ongoing FriYay tradition. Only this time, the treats are not just colorful and delicious—they’re jelly-cious! We gave away Florentine ’s 3D plant-based gelatin artisan cakes they could enjoy before the work week ended.
Cisco - Contact Center
JUNE 19, 2024
This blog delves into two crucial issues for EU policymakers to enhance Europe's cyber resilience: unsupported connected devices within critical infrastructure networks and the handling of discovered vulnerabilities by government agencies.
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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.
AWS Machine Learning
JUNE 21, 2024
eSentire is an industry-leading provider of Managed Detection & Response (MDR) services protecting users, data, and applications of over 2,000 organizations globally across more than 35 industries. These security services help their customers anticipate, withstand, and recover from sophisticated cyber threats, prevent disruption from malicious attacks, and improve their security posture.
Tethr
JUNE 20, 2024
Learn how CX leaders can use conversation insights to drive business decisions across the organization.
delighted
JUNE 21, 2024
There’s no doubt that ecommerce is a booming industry: with online shopping becoming the default purchasing method for many, businesses are focused on optimizing their online storefronts and ensuring buying experiences are as smooth as possible. How do they do this? Likely with the help of ecommerce integrations, which connect everyday ecommerce tools and centralize data to streamline operations, automate workflows, and increase efficiency.
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