Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark. But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Tethr

FEBRUARY 28, 2024

Staying on top of contact center compliance is daunting. Learn how conversation analytics software uses AI to find and reduce sources of compliance risk.

Contact Center 92

Contact Center Analytics 92

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use. At Expivia, we emphasize the importance of laying a solid foundation before embarking on the adoption of new tools.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

SQM Group

FEBRUARY 27, 2024

High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

Gamification 87

Gamification 87

Helpware

FEBRUARY 27, 2024

Call center quality assurance is all about ensuring customer satisfaction. The positive impressions a customer receives after interacting with an agent are vital. The internal quality control department handles conversation monitoring and enhancing your customers' experience.

Best practices 69

Best practices Call Center Customer Experience 69

TCN

FEBRUARY 28, 2024

Call center software is the linchpin in the customer service landscape, facilitating seamless communication and. The post Why Intuitive Design is Crucial for Call Center Software Adoption appeared first on TCN.

call center software 52

call center software Call Center Customer Service 52

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Zappix

FEBRUARY 28, 2024

In an era of digital innovation and convenience, industries across the spectrum are witnessing a paradigm shift towards self-service solutions. Healthcare, traditionally known for its intricate webs of paperwork and long wait times, is no exception to this trend. As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing.

Self service 52

Self service Healthcare Benchmark Wait times 52

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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

Callminer

FEBRUARY 25, 2024

Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available. Read this blog to learn why CX is important and what to look for when selecting a CX solution.

Customer Experience 265

Customer Experience 265

ShepHyken

FEBRUARY 26, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?

Customer Experience 253

Customer Experience Customer Service 253

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.

Customer emotions 221

Customer emotions Surveys Customer Experience Management 221

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce.

Best practices 195

Best practices CCNG Surveys Technology 195

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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

AWS Machine Learning

FEBRUARY 28, 2024

Structured Query Language (SQL) is a complex language that requires an understanding of databases and metadata. Today, generative AI can enable people without SQL knowledge. This generative AI task is called text-to-SQL, which generates SQL queries from natural language processing (NLP) and converts text into semantically correct SQL. The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language.

Engineering 141

Engineering Best practices Analytics Enterprise 141

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we heard from John Hughes , who is connected with me on LinkedIn.

Surveys 240

Surveys Feedback Customer Service Customer Experience 240

Beyond Philosophy

FEBRUARY 29, 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: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.

Accountability 195

Accountability Finance Banking Management 195

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid

outsourcing 118

outsourcing contact center solutions Contact Center Business Process Outsourcing 118

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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

AWS Machine Learning

FEBRUARY 26, 2024

Large Language Models (LLMs) have revolutionized the field of natural language processing (NLP), improving tasks such as language translation, text summarization, and sentiment analysis. However, as these models continue to grow in size and complexity, monitoring their performance and behavior has become increasingly challenging. Monitoring the performance and behavior of LLMs is a critical task for ensuring their safety and effectiveness.

Metrics 139

Metrics Big data Analytics Engineering 139

ShepHyken

FEBRUARY 25, 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. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind.

Surveys 99

Surveys Best practices Feedback Personalization 99

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.

Contact Center 90

Contact Center Metrics Coaching Feedback 90

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

AWS Machine Learning

MARCH 1, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In a previous post , we described how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow for you and shared details about some of the recent feature launches.

APIs 137

APIs Finance Chatbots Enterprise 137

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Cisco - Contact Center

FEBRUARY 27, 2024

Co-authored by Tejas Sheth, Sr. Security Specialist, Amazon Web Services – AISPL.

Management 84

Management 84

Ambs Call Center

FEBRUARY 27, 2024

If you’re in healthcare, you already know how important using a medical answering service is. But, when choosing one, what exactly should you be looking for?

Answering services 82

Answering services Healthcare 82

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

AWS Machine Learning

FEBRUARY 27, 2024

This is a guest post written by Axfood AB. In this post, we share how Axfood, a large Swedish food retailer, improved operations and scalability of their existing artificial intelligence (AI) and machine learning (ML) operations by prototyping in close collaboration with AWS experts and using Amazon SageMaker. Axfood is Sweden’s second largest food retailer, with over 13,000 employees and more than 300 stores.

Best practices 136

Best practices Engineering Scripts Analytics 136

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Cisco - Contact Center

FEBRUARY 28, 2024

Making hot desking secure and accessible on a global scale The first rule of interviewing a CISO at the Australian division of Laing O’Rourke is this: You can’t dig deep into use cases or cli… Read more on Cisco Blogs

Enterprise 83

Enterprise 83