Upstream Works
APRIL 19, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Reasons Some Contact Centers are Hesitant to Adopt AI appeared first on Upstream Works.
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? I may be dating myself, but this 1976 movie depicts a little league baseball team of rejects and misfits that possess little work ethic and pride. They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team.
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Real Blue Sky
APRIL 17, 2023
The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i
SQM Group
APRIL 18, 2023
Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
ShepHyken
APRIL 17, 2023
Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation ? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers.
Working Solutions
APRIL 19, 2023
Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur via the call center, making this a focal point for continued improvement.
CustomerServ
APRIL 18, 2023
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation.
Playvox
APRIL 19, 2023
Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Contact center solutions can dramatically change the way your organization operates and functions.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Beyond Philosophy
APRIL 20, 2023
I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. So, let’s start at the bottom, my worst decisions, beginning with… Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!
ShepHyken
APRIL 18, 2023
For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with.
Steve DiGioia
APRIL 17, 2023
An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team had to deal with every day. Service suffered. Morale suffered. We were refunding money back to customers for mistakes that could have been avoided.
C3Centricity
APRIL 16, 2023
You have narrowed your options to a couple of research paper writing service suppliers but are paper typer help you confused what you ought to expect. The greater the site offers, the greater the odds you will be chosen. Here are some key things you must search for: Time-consuming. Composing an academic research paper can be time-consuming, however well-trained the writers are or how much experience they have in producing papers that are similar.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Beyond Philosophy
APRIL 15, 2023
We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Believe it or not, we are thankful for them. One learns a lot from one’s mistakes or at least that is the hope. Some of the calls were good ones, though, and we are thankful for those, too. Perhaps, even we two, like the blind squirrel, can find a nut once in a while.
ShepHyken
APRIL 21, 2023
This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDon
Eptica
APRIL 19, 2023
Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.
TechSee
APRIL 21, 2023
A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. And there will always be situations where a technician needs to be dispatched in-person to solve a problem with their special skills or equipment. However, a surprising number of visits end up being wasted on issues that could have been easily fixed by customers themselves had they have been given a li
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
AWS Machine Learning
APRIL 21, 2023
Batch inference is a common pattern where prediction requests are batched together on input, a job runs to process those requests against a trained model, and the output includes batch prediction responses that can then be consumed by other applications or business functions. Running batch use cases in production environments requires a repeatable process for model retraining as well as batch inference.
ShepHyken
APRIL 16, 2023
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 comment about each article and would like to hear what you think too. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities.
Totango
APRIL 18, 2023
Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h
MiaRec
APRIL 21, 2023
As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, reduce customer churn, catch potential problems before they happen, and so much more.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
AWS Machine Learning
APRIL 17, 2023
Sparked by the release of large AI models like AlexaTM , GPT , OpenChatKit , BLOOM , GPT-J , GPT-NeoX , FLAN-T5 , OPT , Stable Diffusion , and ControlNet , the popularity of generative AI has seen a recent boom. Businesses are beginning to evaluate new cutting-edge applications of the technology in text, image, audio, and video generation that have the potential to revolutionize the services they provide and the ways they interact with customers.
Calltools
APRIL 19, 2023
Predictive dialers and preview dialers have unique features that can meet your campaign’s needs. Which one should you choose for your next outbound dialing campaign? The answer depends on what you want to achieve. Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose.
Cisco - Contact Center
APRIL 21, 2023
When it comes to CCIE certification, there is no single formula or recipe for success. Don’t be misled, however. You aren’t on your own.
VirtualPBX
APRIL 19, 2023
Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. An effective call volume management strategy can help ensure that your customers are satisfied, your agents are productive, and your business runs efficiently.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AWS Machine Learning
APRIL 19, 2023
The ability to effectively handle and process enormous amounts of documents has become essential for enterprises in the modern world. Due to the continuous influx of information that all enterprises deal with, manually classifying documents is no longer a viable option. Document classification models can automate the procedure and help organizations save time and resources.
ConvergeOne
APRIL 18, 2023
Southeast Financial Credit Union (SEFCU), located in Franklin, Tennessee, was established in 1936. Its membership base includes over 36,000 members, including over 600 select employee groups like AT&T. Serving their members, 200 employees, and 13 branches, they protect assets totaling $400+ million. Security is an essential element for SEFCU employees and members.
Playvox
APRIL 21, 2023
Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.
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