Callminer
JULY 22, 2024
Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focused suggestions at the best opportunities.
Upstream Works
JULY 24, 2024
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways Contact Center AI Improves Operational Efficiency appeared first on Upstream Works.
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Injixo
JULY 24, 2024
A call center is a data-rich environment. Compared to many other business functions, contact centers have an embarrassment of readily accessible data that can be used to measure performance. Data is typically collected at regular intervals and at a granular level. The challenge is often not about finding data for reporting purposes. It is about selecting the set of key performance indicators (KPIs) that are meaningful for your organization and help it to achieve its goals.
Enghouse Interactive
JULY 22, 2024
Discover leading cloud-based CCaaS solutions. Learn why Enghouse stands out in terms of top-notch reliability, customization, and support. This guide compares the features, pricing, benefits, and limitations of the top 6 providers to help you choose the best for your business.
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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.
Enghouse Interactive
JULY 23, 2024
Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Calltools
JULY 24, 2024
Warm calling allows your agents to connect with leads who have already shown interest in your products or services, making it an excellent way to drive sales and sign-ups. For even more powerful results, consider tools like a predictive or preview dialer. These technologies automate and enhance the dialing process, allowing agents to have more meaningful conversations with prospects.
Hodusoft
JULY 24, 2024
Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” This quote by Robert Half, one of the pioneers of specialized staffing services and the founder of the global human resource consulting firm bearing his name, is the shortest answer to the question “How to improve customer retention in call centers?
Customer Service Life
JULY 22, 2024
Image by Vlad Vasnetsov from Pixabay Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find solutions for customers. I’m talking about that customer that perhaps has a really cool use case or perhaps they have the odds stacked against them and you’re committed to making it work.
Beyond Philosophy
JULY 26, 2024
Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life customer might react to a given situation.
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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.
ShepHyken
JULY 21, 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. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.
Callminer
JULY 25, 2024
Read this blog to learn how call centers can invest in training to upskill agents in their communication and support skills, in turn improving the call center’s overall performance.
Bill Quiseng
JULY 24, 2024
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.
Beyond Philosophy
JULY 25, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: So, you know that friction in a Customer Experience is bad. But have you also considered what friction means to an Employee Experience? I’ll give you a hint: it’s also bad. Christophe Martel , founder and CEO of FOUNT , an organization that eliminates workplace friction, does think about it, and we had him as a guest on our podcast.
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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.
OctopusTech
JULY 25, 2024
Videos are becoming an increasingly important part of SEO marketing strategies. Incorporating videos into your content strategy can help boost your site’s search rankings, increase user engagement, and add another dimension to your online marketing. Here are some of the key roles videos play in SEO. Driving Organic Traffic Videos help optimize your site content for relevant search queries.
C3Centricity
JULY 23, 2024
All CEOs face many challenges, perhaps those of small and mid-sized companies more so than others. However, the current data-rich environment offers an enormous untapped potential for SMEs. Let me explain. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior u
AWS Machine Learning
JULY 25, 2024
As conversational artificial intelligence (AI) agents gain traction across industries, providing reliability and consistency is crucial for delivering seamless and trustworthy user experiences. However, the dynamic and conversational nature of these interactions makes traditional testing and evaluation methods challenging. Conversational AI agents also encompass multiple layers, from Retrieval Augmented Generation (RAG) to function-calling mechanisms that interact with external knowledge sources
3CLogic
JULY 23, 2024
In the evolving landscape of healthcare, providing personalized and efficient patient care has become more important than ever. Patients are placing higher-than-ever priority on their personal wellness, yet expressing frustration with today’s service system. 1 Healthcare organizations face the pressing challenge of balancing high call volumes, employee burnout, and outdated call center systems with growing patient service.
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!
Cisco - Contact Center
JULY 23, 2024
Container 42, the smartest shipping container in the world, is a key example of how revolutionary #SmartTechnology is for the future! But what role does #Data, #AI, and #Cybersecurity play in this new digital landscape? Read this blog from our Cisco tech expert speaking at our upcoming event on August 1.
Joe Rawlinson
JULY 22, 2024
In today’s competitive business landscape, fostering a positive work environment isn’t just about salaries and perks—it’s about showing genuine appreciation for your employees’ hard work. One effective way to do this is through thoughtful, customized merchandise that not only acknowledges their contributions but also motivates them for continued success.
AWS Machine Learning
JULY 24, 2024
Large language models (LLMs) have achieved remarkable success in various natural language processing (NLP) tasks, but they may not always generalize well to specific domains or tasks. You may need to customize an LLM to adapt to your unique use case, improving its performance on your specific dataset or task. You can customize the model using prompt engineering, Retrieval Augmented Generation (RAG), or fine-tuning.
Integrity Solutions
JULY 24, 2024
In an increasingly complex and competitive business world, small businesses often face unique challenges that can hinder their growth and success. One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. Small business sales training is not just about learning how to sell more products or services; it’s about transforming the mindset of your sales team, enhancing the value they
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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.
Cisco - Contact Center
JULY 22, 2024
We have a shared responsibility to embed cybersecurity at the core of our digital strategies, and we look forward to the opportunity to enhance cyber resilience in Africa—a continent on the brink of a remarkable digital transformation.
Enghouse Interactive
JULY 25, 2024
Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.
AWS Machine Learning
JULY 24, 2024
This post is a joint collaboration between Salesforce and AWS and is being cross-published on both the Salesforce Engineering Blog and the AWS Machine Learning Blog. Salesforce, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer relationship management (CRM) software and applications focused on sales, customer service, marketing automation, ecommerce, analytics, and application development.
Ambs Call Center
JULY 26, 2024
Discover 9 effective ways to reduce employee absenteeism in the workplace, from improving communication to implementing a call-off hotline. Learn more now!
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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.
Cisco - Contact Center
JULY 25, 2024
Go behind the scenes of the new CCNA 2.1 Learning Path, updated to align with the 200-301 CCNA v1.1 exam available for testing this August.
VirtualPBX
JULY 24, 2024
The US Department of State announced the official start of the Atlantic hurricane season. According to the National Oceanic and Atmospheric Administration (NOAA), the peak months for hurricanes are from August to October , accounting for about 78% of tropical storm days, 87% of minor hurricane days, and 96% of major hurricane days, with early to mid-September being the most active period.
AWS Machine Learning
JULY 24, 2024
Amazon Q is a fully managed, generative artificial intelligence (AI) powered assistant that you can configure to answer questions, provide summaries, generate content, gain insights, and complete tasks based on data in your enterprise. The enterprise data required for these generative-AI powered assistants can reside in varied repositories across your organization.
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