Tethr

APRIL 17, 2024

Establish these first call resolution best practices to reduce operational costs and improve the customer experience.

First call resolution 83

First call resolution Best practices Contact Center Customer Experience 83

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk!

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Ambs Call Center

APRIL 17, 2024

A common question from people looking to hire a US Based Answering Service is “Where are you located?” Yet usually this isn’t the real question on their minds. They have a different concern, often several. But they don’t know how to ask it. Or they fear they might not be politically correct to voice what is on their mind.

Call Center 52

Call Center Answering services 52

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.

Engineering 136

Engineering Personalization Accountability Customer Experience 136

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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

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? In today’s digital age, reaching potential customers by phone can feel like shouting into the void. With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates.

Call Center 52

Call Center Multichannel Benchmark CRM 52

TCN

APRIL 17, 2024

If you want to have an optimally successful contact center, you must deliver exceptional customer. The post Here’s Why Analytics is the Key to Improving Agent Performance appeared first on TCN.

Analytics 52

Analytics Contact Center call center software Call Center 52

Topdown

APRIL 15, 2024

The customer experience is multifaceted and takes into account every interaction that a customer has with a brand and organization. How customers engage and interact with various organizations on the market is also a part of the customer experience. The customer experience is an extremely important aspect in running any business. The ways in which brands deliver a high-quality customer experience, though, have had to evolve alongside the rest of the marketplace over the years.

Accountability 71

Accountability Customer Experience Marketing 71

Vistio

APRIL 14, 2024

With the proliferation of artificial intelligence (AI), contact center managers and customer experience professionals have raced to incorporate AI into contact center operations in an attempt to realize cost savings. The promise of AI to revolutionize customer service with minimal human intervention is enticing, but the road to successful implementation is often fraught with pitfalls.

Contact Center 52

Contact Center Best practices Chatbots Technology 52

Outsource Consultants

APRIL 15, 2024

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Here’s why political call center procurement is unique, and what to consider when making your choice: Target the Right Audience, Through the Right Channel, at the Right Time Not all call centers are created equal.

Call Center 67

Call Center Telemarketing Self service Surveys 67

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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

ShepHyken

APRIL 16, 2024

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.

Customer Service 392

Customer Service Personalization Customer Experience 392

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today’s world, storytelling is crucial in various aspects of business, including marketing.

Marketing 221

Marketing Personalization 221

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

Surveys 156

Surveys Personalization Employee engagement Customer Service 156

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 2 of our series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes w

Technology 137

Technology Brand ambassadors Contact Center Multichannel 137

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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

ShepHyken

APRIL 14, 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. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Customer Service 193

Customer Service B2C B2B Customer Experience 193

Beyond Philosophy

APRIL 18, 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: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

AWS Machine Learning

APRIL 17, 2024

In asset management, portfolio managers need to closely monitor companies in their investment universe to identify risks and opportunities, and guide investment decisions. Tracking direct events like earnings reports or credit downgrades is straightforward—you can set up alerts to notify managers of news containing company names. However, detecting second and third-order impacts arising from events at suppliers, customers, partners, or other entities in a company’s ecosystem is challenging.

APIs 132

APIs Construction Management Analytics 132

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. The Asia-Pacific Stevie Awards recognize innovation in the workplace in all 29 markets of the Asia-Pacific region. IntouchCX was awarded Gold in: Innovative Achievement in International Expansion Most Innovative Contact Center of the Year Most Innovative Customer Serv

Contact Center 105

Contact Center Technology Sales 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

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 105

Personalization Sales Scripts Contact Center 105

ConvergeOne

APRIL 15, 2024

As technology advances and work environments become increasingly decentralized, many organizations face unique challenges in ensuring the security of their data and networks. An innovative approach that continues to gain significant traction is Secure Access Service Edge (SASE). This comprehensive cybersecurity framework combines networking and security functionalities, offering a strategic solution to protect against a wide range of threats.

Technology 97

Technology 97

AWS Machine Learning

APRIL 18, 2024

See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.

APIs 131

APIs Accountability Analytics Entertainment 131

Cisco - Contact Center

APRIL 15, 2024

The ability to generate NetFlow from devices that do not natively produce it along with significant storage efficiency and improved workflows make for a significant update to CTB.

Analytics 98

Analytics 98

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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.

Connect

APRIL 18, 2024

By Martin Cross, CTO at Connect. Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of pl

Virtual Agent 93

Virtual Agent Chatbots Average Handle Time Engineering 93

A Better Answer

APRIL 18, 2024

Professional call handling is a nuanced strategy that transforms every customer interaction into an opportunity to strengthen brand loyalty and enhance satisfaction. It operates on the premise that each call is not just a query or concern but a pivotal touchpoint with your brand. By prioritizing elements like empathetic communication, prompt issue resolution, and personalized service, businesses can significantly elevate the quality of their customer interactions.

Technology 88

Technology Personalization Customer Service 88

AWS Machine Learning

APRIL 18, 2024

Migrating to the cloud is an essential step for modern organizations aiming to capitalize on the flexibility and scale of cloud resources. Tools like Terraform and AWS CloudFormation are pivotal for such transitions, offering infrastructure as code (IaC) capabilities that define and manage complex cloud environments with precision. However, despite its benefits, IaC’s learning curve, and the complexity of adhering to your organization’s and industry-specific compliance and security standards, co

Scripts 129

Scripts Best practices Engineering Accountability 129

Cisco - Contact Center

APRIL 18, 2024

Earth Day was founded in the United States on April 22, 1970, to mark the emergence of the modern environmental movement, and it inspired more than 20 million Americans to take action.

98

98

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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.

Customer Experience

ConvergeOne

APRIL 15, 2024

The podcast begins with a discussion on the rising tide of cyber-attacks. Dr. Nozza highlights the alarming statistics from a Dell 2024 GDPR survey, revealing that over 50% of respondents had experienced a cyber-attack resulting in data loss. This underscores the pressing need for organizations to fortify their defenses against sophisticated threat actors.

Surveys 81

Surveys 81

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it out. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. The issue? KPI tunnel vision is holding your CX initiatives back.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

AWS Machine Learning

APRIL 19, 2024

In Part 1 of this series, we presented a solution that used the Amazon Titan Multimodal Embeddings model to convert individual slides from a slide deck into embeddings. We stored the embeddings in a vector database and then used the Large Language-and-Vision Assistant (LLaVA 1.5-7b) model to generate text responses to user questions based on the most similar slide retrieved from the vector database.

APIs 128

APIs Enterprise Healthcare Accountability 128