MiaRec
JUNE 19, 2023
As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and improve customer experiences. How can you be sure you are making the most of your customer insights?
Enghouse Interactive
JUNE 20, 2023
Be creative! Choose on-hold music that will set the rhythm of your customers' experience! These examples are just ideas to inspire you.
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Balto
JUNE 20, 2023
Customer expectations have reached new heights, and businesses must adapt to meet their demands. And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Conversational Artificial Intelligence (Conversational AI) aims to solve many of the difficulties that the modern contact center faces, such as capacity issues, long waiting times, and un
ShepHyken
JUNE 20, 2023
In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. She claimed she couldn’t sell tickets to anyone outside the United States.
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.
Abby Connect
JUNE 20, 2023
Providing quality customer service experience is a vital component to any business that wants to be successful in its industry. According to the 2015 Aspect Customer Service Experience Index, “76% of customers say they view customer service as at the true test of how much a company values them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vistio
JUNE 20, 2023
Watch the full podcast here: Or click here to just listen to the audio. Have you ever heard of “People Fertilizer?” While it might sound like something out of the 1973 dystopian thriller “Soylent Green,” we promise there’s no human composting involved. Rather, we’re going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders.
Injixo
JUNE 19, 2023
One of the things that has the biggest impact on the morale of your call center agents is the vacation planning process. There are many ways to manage time-off. If you can imagine a method for allotting and scheduling vacation time, it’s probably being done somewhere. We’ll go through the methods a bit later on, but let me start out with why this is so critical.
Concentrix
JUNE 20, 2023
Ensure your remote work environment is stable, secure, and scalable with a work at home solution that will keep both customers and employees satisfied.
Upstream Works
JUNE 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 Redefining Agent and Customer Engagement appeared first on Upstream Works.
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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
JUNE 22, 2023
Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.
CCNG
JUNE 21, 2023
When the time comes to seek support, customers reach out to brands across a variety of channels. Whether it’s through a traditional phone call, a live chat or a Facebook message, consumers can engage with you in more ways than ever. And now, digital channels are at the forefront of customer choices. Websites and mobile apps are major drivers of business revenue and brand visibility.
ShepHyken
JUNE 19, 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. Prioritize These Five Things to Drive Exceptional Customer Experiences by Annette Franz (CustomerThink) In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator.
Bill Quiseng
JUNE 21, 2023
This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.
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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
JUNE 17, 2023
You probably don’t say no to people enough, especially if it’s to your boss. Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. However, learning to say no in the right way, might also avoid conflict while simultaneously giving you back control over your life.
Cyara
JUNE 22, 2023
Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.
ShepHyken
JUNE 19, 2023
Top Takeaways: Social media is called “social” for a reason. It’s more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Respond thoughtfully to every comment, positive or negative. Instead of replying with a generic “thank you” each time someone leaves a comment, respond in a way that makes the customer feel heard as an individual.
C3Centricity
JUNE 17, 2023
Things are moving faster than ever these days, aren’t they?
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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
JUNE 22, 2023
This post is co-written with Aruna Abeyakoon and Denisse Colin from Light and Wonder (L&W). Headquartered in Las Vegas, Light & Wonder, Inc. is the leading cross-platform global game company that provides gambling products and services. Working with AWS, Light & Wonder recently developed an industry-first secure solution, Light & Wonder Connect (LnW Connect), to stream telemetry and machine health data from roughly half a million electronic gaming machines distributed across its
VirtualPBX
JUNE 21, 2023
As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. One solution that stands out in the realm of cost-saving and streamlined communication is VirtualPBX. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.
SQM Group
JUNE 22, 2023
Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents.
TeamSupport
JUNE 20, 2023
In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.
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
JUNE 21, 2023
Amazon SageMaker Studio is the first fully integrated development environment (IDE) for machine learning (ML). Studio provides a single web-based visual interface where you can perform all ML development steps required to prepare data, as well as build, train, and deploy models. Lifecycle configurations are shell scripts triggered by Studio lifecycle events, such as starting a new Studio notebook.
Cisco - Contact Center
JUNE 21, 2023
In today’s world, almost every industry is undergoing digital transformation and connectivity is key to productivity, business efficiency, and service delivery.
ConvergeOne
JUNE 20, 2023
The reality is that most enterprise analytics projects fail due to the inability to obtain the necessary data for analysis.
Fonolo
JUNE 22, 2023
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a
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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
JUNE 21, 2023
As a contact center agent, would you rather focus on having productive customer conversations or get distracted by having to look up customer information and knowledge articles that could exist in various systems? We’ve all been there. Having a productive conversation while multitasking is challenging. A single negative experience may put a dent on a customer’s perception of your brand.
kommunicate
JUNE 22, 2023
Last Updated on June 22, 2023 What is a Chatbot API? A chatbot API is a set of protocols that allow developers to access the functionalities of a chatbot. A chatbot API enables seamless integration into various applications, systems or platforms by standardizing the way you send, receive and extract messages via the chatbot. Chatbot [.] The post 7 Chatbot APIs To Watch Out For In 2023 appeared first on Kommunicate Blog.
Totango
JUNE 21, 2023
We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.
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