Tethr

SEPTEMBER 27, 2023

Learn how to improve your contact center's first call resolution using conversation intelligence software to analyze your repeat calls.

First call resolution 101

First call resolution Contact Center 101

TechSee

SEPTEMBER 28, 2023

Generative AI holds incredible potential. However, using ChatGPT is like using MS-DOS. Users have to learn a whole new set of prompts and skills. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it?

Surveys 124

Surveys Chatbots Education Customer Support 124

SQM Group

SEPTEMBER 27, 2023

Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.

Call Center 93

Call Center 93

VirtualPBX

SEPTEMBER 28, 2023

Effective call center management is paramount to ensure customer satisfaction and operational efficiency. Fortunately, advancements in technology have made it easier than ever for call center managers to stay on top of their operations. One such tool, available on the VirtualPBX Premier Plan, is Live Dashboards , which provides call centers with a centralized hub to monitor queues, agent performance, and real-time call statistics.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

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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

Upstream Works

SEPTEMBER 28, 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 Unlocking the Potential of Generative AI in Contact Centers appeared first on Upstream Works.

Contact Center 88

Contact Center Management 88

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century. As globalisation gained traction, technology allowed firms to grow. Due to this, the number of call center outsourcing vendors who offer services adapted to different businesses and demands significantly increased.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

MiaRec

SEPTEMBER 24, 2023

How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?

Contact Center 104

Contact Center Quality management Management 104

Avoxi

SEPTEMBER 28, 2023

Not all number types have the capabilities to make outbound calls. Learn the ones that do and more here.

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ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.

Employee engagement 356

Employee engagement Morale Customer Experience Feedback 356

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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

CCNG

SEPTEMBER 27, 2023

In constant flux, the current business landscape seems to be rapidly evolving. Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful.

Management 195

Management Average Handle Time Self service First call resolution 195

Beyond Philosophy

SEPTEMBER 23, 2023

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.

Management 195

Management Customer Experience 195

Callminer

SEPTEMBER 25, 2023

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

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ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.

Benchmark 219

Benchmark Customer centricity Marketing Technology 219

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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

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. NEW YORK, September 27, 2023 – TechSee , the leading company for remote visual experiences, today announces that it has launched Sophie AI, the first MultiSensory AI Agent for customer service.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

Cyara

SEPTEMBER 28, 2023

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.

Contact Center 136

Contact Center Customer Experience 136

AWS Machine Learning

SEPTEMBER 29, 2023

This guest post is co-written by Lydia Lihui Zhang, Business Development Specialist, and Mansi Shah, Software Engineer/Data Scientist, at Planet Labs. The analysis that inspired this post was originally written by Jennifer Reiber Kyle. Amazon SageMaker geospatial capabilities combined with Planet ’s satellite data can be used for crop segmentation, and there are numerous applications and potential benefits of this analysis to the fields of agriculture and sustainability.

Engineering 133

Engineering Metrics Surveys APIs 133

ShepHyken

SEPTEMBER 24, 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. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT).

Customer Service 186

Customer Service Morale Surveys Consulting 186

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

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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Cisco - Contact Center

SEPTEMBER 28, 2023

Zero trust network access (ZTNA) is the ideal alternative to cellular gateways and VPN solutions for remote access. But in OT environments, ZTNA needs to be distributed.

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AWS Machine Learning

SEPTEMBER 27, 2023

MDaudit provides a cloud-based billing compliance and revenue integrity software as a service (SaaS) platform to more than 70,000 healthcare providers and 1,500 healthcare facilities, ensuring healthcare customers maintain regulatory compliance and retain revenue. Working with the top 60+ US healthcare networks, MDaudit needs to be able to scale its artificial intelligence (AI) capabilities to improve end-user productivity to meet growing demand and adapt to the changing healthcare landscape.

Healthcare 123

Healthcare Engineering SaaS Analytics 123

ConvergeOne

SEPTEMBER 26, 2023

Retailers can stay connected with customers by using augmented reality (AR). AR is the use of a device to superimpose a computer-generated image on a user’s view of the real world. This digital information can be used in various forms and contexts, such as labels and instructions.

Personalization 111

Personalization Customer Experience Technology 111

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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.

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service 107

Customer Service Coaching Contact Center Banking 107

Concentrix

SEPTEMBER 25, 2023

Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) services and technologies, today announced it has closed its combination with Webhelp and the integration of the two companies is underway.

Technology 103

Technology Customer Experience 103

AWS Machine Learning

SEPTEMBER 28, 2023

This post is co-written with Ilan Geller and Shuyu Yang from Accenture. Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 122

Enterprise Real estate Chatbots Construction 122

AnswerConnect

SEPTEMBER 26, 2023

Discover the benefits of call forwarding services. How can it help you manage your calls, how does it work, and how do you set it up? The post What is call forwarding and how can it help your business? appeared first on AnswerConnect Blog.

Management 98

Management Answering services 98

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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

Real Blue Sky

SEPTEMBER 25, 2023

A Day of Golf, Networking, and Giving Back Real Blue Sky is proud to again be the presenting sponsor for the 10th Annual Fairways for Families 2023 Golf Tournament supporting Embrace Texas. The event serves as a testament to the power of community, generosity, and the shared goal of making a difference in the lives of vulnerable children and their caregivers.

Personalization 98

Personalization 98

MiaRec

SEPTEMBER 24, 2023

Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. Or those calls where your agents don't read the compliance statement. Or., okay, you get the point.

Marketing 98

Marketing Analytics 98

AWS Machine Learning

SEPTEMBER 28, 2023

In the rapidly evolving world of AI and machine learning (ML), foundation models (FMs) have shown tremendous potential for driving innovation and unlocking new use cases. However, as organizations increasingly harness the power of FMs, concerns surrounding data privacy, security, added cost, and compliance have become paramount. Regulated and compliance-oriented industries, such as financial services, healthcare and life sciences, and government institutes, face unique challenges in ensuring the

APIs 121

APIs Government Enterprise Engineering 121