Cyara
JUNE 29, 2023
Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 billion by 2031, putting it on a 16.8% annual growth rate.
NobelBiz
JUNE 26, 2023
Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A well-designed infrastructure serves as the backbone of the call center, encompassing various components such as hardware, software, networks, and communication systems.
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SmartAction
JUNE 27, 2023
Why wait? Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.
CCNG
JUNE 28, 2023
Customer Experience. I see those two words together often and, frequently, I want to quote Inigo Montoya from The Princess Bride, "I do not think it means what you think it means".… Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".
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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.
Provide Support
JUNE 30, 2023
Statistics show that successful customer service strategy is one of most important things businesses should pay attention to.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
JUNE 28, 2023
Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for Customer Contact Week at Caesar’s Forum in Las Vegas. As the customer experience in the contact center is undergoing a major transformation, the JustCall team — together with the Helpwise and CallPage teams — participated at CCW Vegas, unveiling groundbreaking solutions and tackling the pressing challenges confronting the modern co
TechSee
JUNE 29, 2023
AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.
Interactions
JUNE 29, 2023
It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.
CSM Magazine
JUNE 27, 2023
Having customers that are loyal to your brand is the dream. After all, they’ll become the backbone of your business and ensure you have repeat sales. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list.
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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 27, 2023
Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.
Beyond Philosophy
JUNE 24, 2023
You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn’t that big of a thing, quite the opposite. It’s the little things make a big difference in their customer satisfaction.
Callminer
JUNE 26, 2023
Sentiment analysis and machine learning have become crucial tools for gauging the customer experience. Read this blog to learn how your business can leverage sentiment analysis.
Steve DiGioia
JUNE 26, 2023
We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.
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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.
ShepHyken
JUNE 26, 2023
Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. The first 100 days are the most important time in the entire relationship with an employee.
Bill Quiseng
JUNE 28, 2023
For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.
Callminer
JUNE 28, 2023
Learn more about new product innovations and review some of the most influential innovative products in recent times, according to business experts.
C3Centricity
JUNE 29, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.
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 27, 2023
This blog post is co-written with Marat Adayev and Dmitrii Evstiukhin from Provectus. When machine learning (ML) models are deployed into production and employed to drive business decisions, the challenge often lies in the operation and management of multiple models. Machine Learning Operations (MLOps) provides the technical solution to this issue, assisting organizations in managing, monitoring, deploying, and governing their models on a centralized platform.
TeamSupport
JUNE 29, 2023
Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.
MiaRec
JUNE 30, 2023
Disclaimer : The information provided on this website is not, and is not intended to, constitute legal advice. This article is for general informational purposes only. Contact centers have to follow compliance regulations to protect their customers’ data and avoid serious consequences, such as heavy fines and/or jail time. For contact centers in the healthcare industry, this also means following the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Cisco - Contact Center
JUNE 26, 2023
To evade detection, attackers will often live-off-the-land by using pre-installed binaries like powershell.exe and communicating with legitimate cloud services like dl.dropbox[.]com.
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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.
Lumoa
JUNE 26, 2023
A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.
AWS Machine Learning
JUNE 28, 2023
Generative AI technology is improving rapidly, and it’s now possible to generate text and images based on text input. Stable Diffusion is a text-to-image model that empowers you to create photorealistic applications. You can easily generate images from text using Stable Diffusion models through Amazon SageMaker JumpStart. The following are examples of input texts and the corresponding output images generated by Stable Diffusion.
JivoChat
JUNE 29, 2023
In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. A recent study revealed that 94% of consumers think of brand experience as a key factor influencing their purchase decision. With countless options at their fingertips, consumers seek more than just products—they crave an unforgettable brand experience.
Cisco - Contact Center
JUNE 29, 2023
Cisco is proud to announce that Webex by Cisco (Webex) – comprising Webex Meetings, Webex Messaging, and Webex Calling – is the first collaboration and conferencing solution to achieve Level 3 adh… 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.
SmartAction
JUNE 30, 2023
When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience. To understand this better, let’s look at an example.
MiaRec
JUNE 28, 2023
Investing in a Voice Analytics platform that can automate your post-call summary process can improve your contact center agent’s post-call processes.
Helpware
JUNE 27, 2023
When the war in Ukraine unfolded on February 24, 2022, it jolted global businesses with operations in the country like an unexpected earthquake. Multinational corporations faced the dual challenges of ensuring their employees' safety and keeping business operations running. We hope that by sharing our experience and the lessons we've learned in navigating through such challenging circumstances, we can help other businesses fine-tune their crisis management strategies.
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