Vistio
JUNE 4, 2024
Effective training in contact centers is crucial for both operational success and employee satisfaction. Unfortunately, many organizations face persistent issues that indicate their training programs might be fundamentally flawed. Here are some key signs that your contact center training regimen is broken, and why addressing these issues is imperative for the overall health of your organization. 1.
Callminer
JUNE 3, 2024
Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.
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SQM Group
JUNE 5, 2024
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
Beyond Philosophy
JUNE 6, 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 has been created in partnership with NICE. AI is a massive new development in experiences. Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it.
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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.
Vistio
JUNE 3, 2024
The adoption of innovative technologies in CX such as agent guidance software redefines how contact centers operate. Vistio excels in this transformation by employing proprietary technology and advanced AI to enhance, rather than replace, the abilities of contact center agents. This unique approach rapidly evolves new hires into proficient agents and seasoned agents into subject matter experts, setting a new standard in customer interaction and satisfaction.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
JUNE 4, 2024
Customer service is the backbone of any successful call center. It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices.
CSM Magazine
JUNE 4, 2024
Building strong and healthy relationships with tenants is key to property management success. When renters feel respected and know their concerns are heard, they’re more likely to abide by the rules, take care of the property, and cooperate with property managers and staff. Tenants feel valued and satisfied when managers respond immediately to urgent issues that require their attention.
Helpware
JUNE 3, 2024
Did you know that 86% of shoppers are willing to pay more for great customer service? Yeah, customer service really counts— 70% of their decision to buy depends on it ! It doesn’t stop after they buy, either. How you handle things after the sale can really affect whether they stick with your brand.
Beyond Philosophy
JUNE 7, 2024
Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.
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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
JUNE 4, 2024
This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.
CCNG
JUNE 5, 2024
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.
TechSee
JUNE 5, 2024
From AI-Anxiety to AI-Action: Transforming Customer Experience with Gen AI Katie Mamia “In this evolving landscape, the key to overcoming AI-anxiety lies in demonstrating the tangible benefits of AI in action. When customers experience firsthand how AI can simplify their lives and resolve their issues with ease and empathy, their apprehension transforms into appreciation.” The AI Fear Factor: Battling the Unknown In our rapidly evolving digital age, artificial intelligence (AI) is bo
AWS Machine Learning
JUNE 4, 2024
As customers seek to incorporate their corpus of knowledge into their generative artificial intelligence (AI) applications, or to build domain-specific models, their data science teams often want to conduct A/B testing and have repeatable experiments. In this post, we discuss a solution that uses infrastructure as code (IaC) to define the process of retrieving and formatting data for model customization and initiating the model customization.
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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.
ShepHyken
JUNE 2, 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. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!
Momentum Telecom
JUNE 4, 2024
New Offering Ensures Secure and Compliant Collaboration for Agencies and Contractors ATLANTA, June 4, 2024 – Momentum , a leading global managed services provider, is excited to announce the availability of PSTN (Public Switched Telephone Network) Calling and Conferencing services for Microsoft Teams for Government Community Cloud (GCC) High. This release marks a significant milestone in providing secure, reliable, and compliant collaboration solutions tailored for U.S. government agencies and c
Cisco - Contact Center
JUNE 7, 2024
We rely on connections with everyone and everything. But secure networking can be challenging in a distributed world of people, places, and things across premises to the cloud, which can ultimately impact the user experience. Learn what Cisco is doing to help customers securely connect everything everywhere through the latest enhancements to our SASE solution.
AWS Machine Learning
JUNE 5, 2024
This guest post is co-written with Manny Silva, Head of Documentation at Skyflow, Inc. Startups move quickly, and engineering is often prioritized over documentation. Unfortunately, this prioritization leads to release cycles that don’t match, where features release but documentation lags behind. This leads to increased support calls and unhappy customers.
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!
ShepHyken
JUNE 6, 2024
This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. He discusses the Four Phases of the Contact Center. To keep up with increasing customer demands and new technology, businesses must continue to evolve. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources.
delighted
JUNE 6, 2024
It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.
Cisco - Contact Center
JUNE 4, 2024
Cisco's Customer Advocate Awards are back! Cisco Advocates are change makers and innovators, and we recognized the finalists at Cisco Live in Las Vegas. To wrap-up, we're celebrating our winners.
AWS Machine Learning
JUNE 4, 2024
Businesses today heavily rely on video conferencing platforms for effective communication, collaboration, and decision-making. However, despite the convenience these platforms offer, there are persistent challenges in seamlessly integrating them into existing workflows. One of the major pain points is the lack of comprehensive tools to automate the process of joining meetings, recording discussions, and extracting actionable insights from them.
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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.
AnswerConnect
JUNE 4, 2024
Consumers trust you more when you speak their language. Discover how a Spanish answering service can help you tap into a new client stream and win more work. The post Attract more business with a Spanish answering service appeared first on AnswerConnect Blog.
Tethr
JUNE 4, 2024
Tethr and Awaken Intelligence are merging to become Creovai, bringing together best-in-class conversation intelligence and real-time agent assistance.
Cisco - Contact Center
JUNE 6, 2024
See how administrators can use AI Assistant to effortlessly manage firewall devices, configure policies, and access reference materials whenever required, streamlining their workflow and boosting overall efficiency.
AWS Machine Learning
JUNE 6, 2024
Today, we are excited to announce that the Jina Embeddings v2 model, developed by Jina AI, is available for customers through Amazon SageMaker JumpStart to deploy with one click for running model inference. This state-of-the-art model supports an impressive 8,192-tokens context length. You can deploy this model with SageMaker JumpStart, a machine learning (ML) hub with foundation models, built-in algorithms, and pre-built ML solutions that you can deploy with just a few clicks.
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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.
VirtualPBX
JUNE 6, 2024
Anytime a customer contacts your business, that communication is inbound —it’s coming in— whether that’s through calls, texts, chats, emails, or social streams. And while it’s a reactive communication interaction (versus proactive outbound communication ), it is vital to company success. New orders, appointment requests, product support, questions, and concerns are all examples of inbound opportunities.
Helpware
JUNE 4, 2024
As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of debate and one of the most difficult parts of any engineering manager’s job. The long-held belief is that development processes come with too many moving parts and that there’s often not a clear link between input and output which makes development more
Cisco - Contact Center
JUNE 4, 2024
No matter how reliable and performant your network is, it doesn’t matter if it’s not secure. To help make the world a safer place, we need to reimagine security.
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