BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get

Contact Center 62

Contact Center outsourcing Employee engagement Education 62

Enghouse Interactive

OCTOBER 17, 2024

Discover effective strategies to reduce inbound call volumes with advanced contact center solutions. Explore five key features, including omnichannel support, AI-powered virtual agents, and voice-enabled IVRs, and learn how Enghouse Interactive's CCaaS can enhance operational efficiency and customer experience.

Contact center software 72

Contact center software Contact Center contact center solutions Virtual Agent 72

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems.

Customer Service 219

Customer Service Customer Experience Management 219

Beyond Philosophy

OCTOBER 17, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.

Feedback 195

Feedback Surveys Construction Education 195

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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

TCN

OCTOBER 16, 2024

Traditionally, Business Process Outsourcing (BPO) companies utilize their customer’s communication platform. However, data shows that 20% of the time, clients prefer the BPO to provide the solution. TCN offers all-in-one solutions tailor-made for your outsourcing needs. These solutions empower you to be there for your customers 24/7, anywhere and on any device while still being […] The post Contact Center Software Features Made Specifically for the BPO Industry appeared first on TCN.

Contact center software 52

Contact center software Contact Center Business Process Outsourcing outsourcing 52

ShepHyken

OCTOBER 14, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?

Customer centricity 213

Customer centricity Customer Service 213

TechSee

OCTOBER 15, 2024

Bringing Visual AI to Salesforce Agentforce, Einstein Bots, and Flows In today’s fast-paced, customer-centric world, businesses must innovate to meet customer expectations. Despite a growing demand for personalized experiences, 61% of customers feel undervalued. Companies must invest in technologies that streamline service and deliver genuinely personalized interactions to demonstrate their worth.

Self service 124

Self service Enterprise Customer centricity Customer Support 124

AWS Machine Learning

OCTOBER 15, 2024

Public speaking is a critical skill in today’s world, whether it’s for professional presentations, academic settings, or personal growth. By practicing it regularly, individuals can build confidence, manage anxiety in a healthy way, and develop effective communication skills leading to successful public speaking engagements. Now, with the advent of large language models (LLMs), you can use generative AI -powered virtual assistants to provide real-time analysis of speech, identification of areas

APIs 126

APIs Construction Engineering Accountability 126

Cisco - Contact Center

OCTOBER 15, 2024

Powered by Cisco Silicon One G200 technology and capable of delivering high-density 800G fabrics, Cisco Nexus 9000 Series Switches are engineered to meet the demands of next-generation leaf-and-spine… Read more on Cisco Blogs

Engineering 98

Engineering Technology 98

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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

OCTOBER 13, 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. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

Customer Service 174

Customer Service Marketing Customer Experience Personalization 174

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

AWS Machine Learning

OCTOBER 14, 2024

With recent advances in large language models (LLMs), a wide array of businesses are building new chatbot applications, either to help their external customers or to support internal teams. For many of these use cases, businesses are building Retrieval Augmented Generation (RAG) style chat-based assistants, where a powerful LLM can reference company-specific documents to answer questions relevant to a particular business or use case.

Chatbots 125

Chatbots APIs Engineering Healthcare 125

Cisco - Contact Center

OCTOBER 15, 2024

Generative AI applications are driving the demand for high-performance networking with AI/ML clusters in cloud provider environments. Cisco is introducing new 800G innovations to address these demands and improve outcomes.

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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

Call Design

OCTOBER 16, 2024

In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour. To tell a compelling story with your Aspect WFM IDP data, it’s essential to visualise the data effectively. This means creating a straightforward narrative around how your forecasted data compares to actual results.

Average Handle Time 78

Average Handle Time Feedback 78

Connect

OCTOBER 15, 2024

When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount. This is the reality for many internal users grappling with a poor network user experience (NUX). Fortunately, the emergence of AI-driven networks offers a powerful solution that can significantly enhance both NUX and customer experience (CX).

Customer Experience 90

Customer Experience Morale Cloud contact Wait times 90

AWS Machine Learning

OCTOBER 17, 2024

Amazon SageMaker Studio is the latest web-based experience for running end-to-end machine learning (ML) workflows. SageMaker Studio offers a suite of integrated development environments (IDEs), which includes JupyterLab , Code Editor , as well as RStudio. Data scientists and ML engineers can spin up SageMaker Studio private and shared spaces , which are used to manage the storage and resource needs of the JupyterLab and Code Editor applications, enable stopping the applications when not in use t

Government 115

Government Accountability APIs Engineering 115

Cisco - Contact Center

OCTOBER 16, 2024

Cisco Silicon One technology continues to offer the most customer choice and can be consumed in a variety of ways including silicon, hardware and full systems. Announcing two new solutions to support AI/ML buildouts across enterprise datacenters and hyperscalers.

Enterprise 98

Enterprise Technology 98

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

Ambs Call Center

OCTOBER 18, 2024

Staying in touch with your customers is more important than ever in 2025. Whether you’re sending reminders, promotions, or urgent updates, you need a good mass texting service to get the job done right. But with so many options out there, how do you know which one is best for your business?

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Avoxi

OCTOBER 15, 2024

Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice. When reviewing the market for unified communications as a service (UCaaS) and contact center as a service (CCaaS), Zoom is now seen… The post Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers appeared first on AVOXI.

Enterprise 71

Enterprise Contact Center Marketing 71

AWS Machine Learning

OCTOBER 16, 2024

This post was co-written with Lucas Desard, Tom Lauwers, and Sam Landuydt from DPG Media. DPG Media is a leading media company in Benelux operating multiple online platforms and TV channels. DPG Media’s VTM GO platform alone offers over 500 days of non-stop content. With a growing library of long-form video content, DPG Media recognizes the importance of efficiently managing and enhancing video metadata such as actor information, genre, summary of episodes, the mood of the video, and more.

Engineering 110

Engineering Metrics APIs Big data 110

Cisco - Contact Center

OCTOBER 15, 2024

As AI transforms the tech industry and recruitment processes, organizations are beginning to understand the immense value of hiring neurodivergent talent.

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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.

Ambs Call Center

OCTOBER 14, 2024

A virtual receptionist is a real person who answers your phone but who isn’t stationed in your facility. They are, in essence, virtually present. But even though you can’t see them sitting there at your front desk, they’re always available to take your calls whenever you need them to.

Personalization 76

Personalization 76

Totango

OCTOBER 14, 2024

Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Account executives can’t sell like it’s 2017 anymore.

SaaS 71

SaaS Marketing Finance Sales 71

AWS Machine Learning

OCTOBER 17, 2024

With the advent of generative AI and machine learning, new opportunities for enhancement became available for different industries and processes. During re:Invent 2023, we launched AWS HealthScribe , a HIPAA eligible service that empowers healthcare software vendors to build their clinical applications to use speech recognition and generative AI to automatically create preliminary clinician documentation.

Consulting 109

Consulting Consulting Healthcare Chatbots 109

Cisco - Contact Center

OCTOBER 17, 2024

Our focus on data-driven sustainability contributed to the Cisco Sustainability Data Foundation being recognized as an Impact Award recipient by SustainableIT.org.

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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

Enghouse Interactive

OCTOBER 15, 2024

Discover the top 11 must-have CCaaS features to elevate your contact center's performance. Learn how Enghouse solutions can enhance customer interactions, streamline operations, and boost satisfaction.

Contact Center 73

Contact Center 73

Select VoiceCom Blog

OCTOBER 15, 2024

Maria Erika Redido and Roselyn Bacsal were recognized as August’s and September’s SVC Titans. It’s truly amazing to see such exceptional talents dedicated to their jobs despite the challenges of their roles. Erika and Rose were honored for their stellar work performance at SVC’s 16th anniversary, Beyond Epic @16, held at the Apex Super Club on September 21, 2024.

Metrics 73

Metrics Feedback 73

AWS Machine Learning

OCTOBER 16, 2024

In today’s rapidly changing world, monitoring the health of our planet’s vegetation is more critical than ever. Vegetation plays a crucial role in maintaining an ecological balance, providing sustenance, and acting as a carbon sink. Traditionally, monitoring vegetation health has been a daunting task. Methods such as field surveys and manual satellite data analysis are not only time-consuming, but also require significant resources and domain expertise.

Engineering 109

Engineering Scripts Government B2B 109