ShepHyken
JANUARY 23, 2024
Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!
Callminer
JANUARY 22, 2024
Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.
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VirtualPBX
JANUARY 23, 2024
Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. When you have a large number of staff, the possibility that one of them might turn out to be the weakest point can be significant.
Connect
JANUARY 22, 2024
Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. While immediate benefits come from incremental advances like automation and digital channels , sustained innovation demands more.
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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.
SharpenCX
JANUARY 22, 2024
Successful agents set customers up to be successful, themselves. We're talking through 13 reasons why agent success matters to your customers.Find out why the success of your contact center agent is important to delivering a positive customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
JANUARY 22, 2024
This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table.
TeamSupport
JANUARY 22, 2024
Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.
TCN
JANUARY 24, 2024
Picture this: you’re coaching a basketball team, and they’re playing their state championship game. There. The post How Can I Implement Ongoing Training with My Agents? appeared first on TCN.
Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
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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.
Beyond Philosophy
JANUARY 26, 2024
This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.
ShepHyken
JANUARY 22, 2024
Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.
AWS Machine Learning
JANUARY 24, 2024
Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Building proofs of concept is relatively straightforward because cutting-edge foundation models are available from specialized providers through a simple API call.
ConvergeOne
JANUARY 23, 2024
With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience. C1 helped Press Ganey drive transformational change with a new digital analytics and reporting platform, cloud infrastructure, and a team of 130 engineers to manage it.
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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.
Beyond Philosophy
JANUARY 25, 2024
You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.
ShepHyken
JANUARY 21, 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 Three Top Trends That Will Shape Customer Service and Support in 2024 by Fager – Keller – Quaglietta – Ross (MyCustomer.com) Gartner’s Brad Fager, Eric Keller, John Quaglietta, and Kathy Ross discuss the topics and issues that will define the next 12
AWS Machine Learning
JANUARY 25, 2024
Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.
Cisco - Contact Center
JANUARY 24, 2024
When Cisco U. was released for general availability last year, we quickly realized we had developed an experience that was built around the user. But more than that, Cisco U.
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!
VirtualPBX
JANUARY 25, 2024
In the dynamic and ever-evolving landscape of communication technology, traditional methods frequently find themselves gradually supplanted by the emergence of newer, more advanced alternatives. Among these longstanding methods is the Plain Old Telephone Service (POTS) lines, which has served as a cornerstone in the realm of telecommunications for decades.
Joe Rawlinson
JANUARY 22, 2024
Building local brand awareness is just as important as creating a strong online identity. It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.
AWS Machine Learning
JANUARY 22, 2024
Amazon Textract is a machine learning (ML) service that enables automatic extraction of text, handwriting, and data from scanned documents, surpassing traditional optical character recognition (OCR). It can identify, understand, and extract data from tables and forms with remarkable accuracy. Presently, several companies rely on manual extraction methods or basic OCR software, which is tedious and time-consuming, and requires manual configuration that needs updating when the form changes.
Cisco - Contact Center
JANUARY 22, 2024
Imagine having visibility into the internet—including cloud and service providers—and being able to measure the impact on your applications, services, and users.
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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.
SQM Group
JANUARY 25, 2024
Unlock the power of recognizing customer service agents' achievements to boost morale, enhance engagement, and create a positive work environment for a satisfied team.
Cyara
JANUARY 26, 2024
The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.
Playvox
JANUARY 25, 2024
Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?
Cisco - Contact Center
JANUARY 24, 2024
January 24 is the International Day of Education , celebrating what the United Nations describes as a “fundamental human right” and “the bedrock of societies, economies, and every person’s potenti… Read more on Cisco Blogs
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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.
Tethr
JANUARY 26, 2024
Generative AI offers exciting opportunities for contact center leaders but also brings data privacy risks. Here's how we're addressing them.
Outsource Consultants
JANUARY 24, 2024
The global BPO industry underwent a major transformation in 2023, and 2024 promises to be just as dynamic. New players are emerging, prices are shifting, and traditional outsourcing hotspots are evolving. To stay ahead of the curve, it’s important to understand the key trends shaping the BPO landscape. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook.
Balto
JANUARY 25, 2024
Balto uses generative AI to revolutionize QA call scoring St. Louis – Balto, the first company to provide real-time guidance to contact centers, unveils the latest leap forward in QA automation for contact centers: Balto QA Copil ot. Joining a fleet of real-time guidance, coaching, and notetaking tools, Balto QA Copilot allows users to auto-score calls based on natural language criteria — without constraining limitations or templates.
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