CCNG

JULY 3, 2024

Good customer experience forms the foundation of a lasting customer-brand relationship. When a brand consistently creates rich customer experiences, it fosters brand loyalty and encourages customers to keep engaging with the business. What’s more, satisfied customers become loyal brand advocates, spreading the good word across their network. This raises the more pertinent question – what creates a good customer experience?

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

Self service 236

Self service Technology Contact Center Customer Service 236

Tethr

JULY 2, 2024

Learn about the different types of AI in the contact center and how customer service teams can use them to improve the agent and customer experience.

Contact Center 95

Contact Center Customer Experience Customer Service 95

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

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Contact Center Self service Multi-channel support Call Center 41

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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

JULY 1, 2024

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

Call Center 182

Call Center Contact Center Customer Service 182

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of agents and customer service representatives and handle less volume of calls.

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

VirtualPBX

JULY 2, 2024

Are your remote work communications summer ready? Summer brings a unique set of remote work communication challenges and opportunities for businesses. As the days get longer and warmer, employees often seek more flexible schedules and remote work options. Implementing these changes successfully requires thoughtful communication and adjustments to business practices.

Call Logging 105

Call Logging Morale Best practices Personalization 105

Zappix

JULY 2, 2024

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. This white paper explores the shifting paradigm of customer care outsourcing, highlighting its emergence as a strategic tool for businesses seeking to enhance their customer experience capabilities. We examine how modern outsourcing partnerships are extending beyond traditional boundaries, fostering innovation hubs, and providing access to cutting-

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

Telemarketing 52

Telemarketing Call Center Scripts Contact center software 52

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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

Beyond Philosophy

JULY 5, 2024

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

Sales 221

Sales Management Personalization Customer Experience 221

ShepHyken

JUNE 30, 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. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

Callminer

JULY 4, 2024

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

Sales 182

Sales 182

AWS Machine Learning

JULY 3, 2024

Foreigners and expats living outside of their home country deal with a large number of emails in various languages daily. They often find themselves struggling with language barriers when it comes to setting up reminders for events like business gatherings and customer meetings. To solve this problem, this post shows you how to apply AWS services such as Amazon Bedrock , AWS Step Functions , and Amazon Simple Email Service (Amazon SES) to build a fully-automated multilingual calendar artificial

Personalization 135

Personalization APIs Management Accountability 135

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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

Beyond Philosophy

JULY 4, 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: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

Customer Experience 195

Customer Experience Marketing Consulting Consulting 195

MiaRec

JULY 3, 2024

CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.

Contact Center 109

Contact Center Technology Customer Experience Quality management 109

AnswerConnect

JULY 2, 2024

It’s not easy knowing when you’ve crossed the line from “Want” to “Need”. Read this guide for 7 signs it’s time to hire a virtual phone answering assistant The post 7 reasons it’s time for a virtual phone answering assistant appeared first on AnswerConnect Blog.

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AWS Machine Learning

JULY 2, 2024

With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.

APIs 128

APIs Scripts Enterprise Engineering 128

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

Comm100

JULY 3, 2024

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

Chatbots 93

Chatbots CRM Analytics Personalization 93

MiaRec

JULY 1, 2024

Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.

Business Process Outsourcing 105

Business Process Outsourcing outsourcing Contact Center Marketing 105

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Customer Service 86

Customer Service Customer Experience 86

AWS Machine Learning

JULY 3, 2024

Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.

APIs 127

APIs Banking Metrics Management 127

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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.

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

Accountability 84

Accountability B2B Chatbots CRM 84

Select VoiceCom Blog

JULY 3, 2024

The country is expected to face at least two to three typhoons this July and more in the coming months due to the potential La Niña event, as reported by the Philippine Atmospheric, Geophysical and Astronomical Services Administration ( PAGASA ). To prepare for tropical storms, Select VoiceCom partnered with Lapu-Lapu City Environment and Natural Resources Office to strengthen the coast of Barangay Sta.

Personalization 84

Personalization 84

Outsource Consultants

JULY 5, 2024

St. Louis Park, MN – July 09, 2024 – Outsource Consultants, a leader in contact center outsourcing, is excited to announce our initiative as a premier CX advisory firm. This natural strategic shift highlights our evolution and ongoing commitment to optimizing customer experience strategies and addressing the contact center outsourcing and technology challenges leading organizations face.

Consulting 67

Consulting Consulting outsourcing industry standards 67

AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines

Healthcare 126

Healthcare APIs Government Accountability 126

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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

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

outsourcing 62

outsourcing Contact Center Customer Care contact center solutions 62

Concentrix

JULY 2, 2024

Concentrix’s CoMo Text Tool, Process Intelligence Suite, and AI solutions CX Bridge, Decision Tree Library, and ELLIE, have all been recognized as winners at the 2024 Golden Bridge Business and Innovation Awards.

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SoliCall

JULY 5, 2024

Multitenancy is a software architecture design that allows a single instance of an application to serve multiple tenants, or customers. In the context of centralized servers, where resources are shared among multiple users or organizations, multitenancy becomes particularly important for several reasons: Resource Optimization: Multitenancy enables efficient use of resources by allowing multiple tenants to share the same infrastructure.

Enterprise 59

Enterprise Management Contact Center Call Center 59