CCNG
JUNE 12, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.
Upstream Works
JUNE 12, 2024
Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.
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VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
Calltools
JUNE 12, 2024
Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.
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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.
SQM Group
JUNE 12, 2024
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TCN
JUNE 12, 2024
While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?
Hodusoft
JUNE 12, 2024
How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b
SharpenCX
JUNE 10, 2024
Find out why positive customer experiences are essential and how you can achieve it in your contact center.
Helpware
JUNE 12, 2024
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.
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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
JUNE 13, 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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
TechSee
JUNE 13, 2024
Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.
AWS Machine Learning
JUNE 12, 2024
Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.
Toister Performance Solutions
JUNE 13, 2024
I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.
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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
JUNE 14, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.
TechSee
JUNE 13, 2024
Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.
AWS Machine Learning
JUNE 11, 2024
Amazon Q Developer is an AI-powered assistant for software development that reimagines the experience across the entire software development lifecycle, making it faster to build, secure, manage, and optimize applications on or off of AWS. The Amazon Q Developer Agent includes an agent for feature development that automatically implements multi-file features, bug fixes, and unit tests in your integrated development environment (IDE) workspace using natural language input.
C3Centricity
JUNE 11, 2024
A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.
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!
Integrity Solutions
JUNE 10, 2024
We’re all familiar with the stereotype of the over-the-top, pushy, unscrupulous salesperson. They’re always in selling mode, always hustling, always doing whatever it takes to close the deal and win at all costs, regardless of whether they’re actually addressing (or even understanding) the customer’s needs. There’s no real sales conversation or dialogue.
Momentum Telecom
JUNE 13, 2024
ATLANTA – June 13, 2024 – Momentum, a leader global managed services provider, is excited to announce the launch of Momentum ReCharge. The innovative program enables Managed Service Providers (MSPs) and Value-Added Resellers (VARs) to seamlessly add Teams Phone, Operator Connect, and Global Internet Connectivity to their portfolios. In today’s fast-paced digital landscape, MSPs and VARs constantly seek innovative ways to streamline their operations and boost profitability.
AWS Machine Learning
JUNE 12, 2024
In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.
Cisco - Contact Center
JUNE 11, 2024
Securing industrial networks is top of mind. Cisco’s comprehensive OT security solution and unified IT/OT security platform is a Leader according to Forrester. Learn what makes Cisco stand apart in this market.
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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.
TeamSupport
JUNE 12, 2024
Businesses often find themselves entangled in the web of complex customer interactions and inquiries. As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. That's where TeamSupport steps in, turning complications into simplified processes. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience.
Tethr
JUNE 12, 2024
See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.
AWS Machine Learning
JUNE 12, 2024
Photo by Zbynek Burival on Unsplash Time series forecasting is a specific machine learning (ML) discipline that enables organizations to make informed planning decisions. The main idea is to supply historic data to an ML algorithm that can identify patterns from the past and then use those patterns to estimate likely values about unseen periods in the future.
Cisco - Contact Center
JUNE 13, 2024
According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.
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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.
Concentrix
JUNE 13, 2024
Unlock the full potential of your pharmaceutical marketing efforts and embark on a journey toward greater success and impact in the industry.
Help Scout
JUNE 14, 2024
While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.
AWS Machine Learning
JUNE 11, 2024
Starting with the AWS Neuron 2.18 release , you can now launch Neuron DLAMIs (AWS Deep Learning AMIs) and Neuron DLCs (AWS Deep Learning Containers) with the latest released Neuron packages on the same day as the Neuron SDK release. When a Neuron SDK is released, you’ll now be notified of the support for Neuron DLAMIs and Neuron DLCs in the Neuron SDK release notes, with a link to the AWS documentation containing the DLAMI and DLC release notes.
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