Working Solutions
FEBRUARY 20, 2024
Working Solutions partnered with CCW Digital to sponsor a comprehensive market study that sheds light on the future of contact centers, revealing key insights that will shape the industry moving forward. Let’s delve into the findings and explore actionable recommendations to enhance your contact center operations.
Zappix
FEBRUARY 20, 2024
In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial. Let’s explore how these tools benefit agents and customers, improving outcomes and elevating satisfaction.
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ShepHyken
FEBRUARY 20, 2024
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t
Tethr
FEBRUARY 21, 2024
Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
CSM Magazine
FEBRUARY 19, 2024
The landscape of global business has been irrevocably altered by the emergence of call center outsourcing, a phenomenon that has reshaped the way companies interact with their customers. Initially driven by the pursuit of cost reductions, this trend has evolved far beyond mere financial considerations. Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
FEBRUARY 22, 2024
Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of collaboration, where certain tasks and processes are delegated to another company under agreed terms. It can bring efficiency and competitive advantage to your business.
ShepHyken
FEBRUARY 20, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?
TechSee
FEBRUARY 19, 2024
Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.
Beyond Philosophy
FEBRUARY 23, 2024
Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.
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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.
CCNG
FEBRUARY 21, 2024
Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate.
ShepHyken
FEBRUARY 18, 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. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.
TechSee
FEBRUARY 19, 2024
Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.
Beyond Philosophy
FEBRUARY 22, 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: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
AWS Machine Learning
FEBRUARY 19, 2024
Amazon Bedrock provides a broad range of high-performing foundation models from Amazon and other leading AI companies, including Anthropic , AI21 , Meta , Cohere , and Stability AI , and covers a wide range of use cases, including text and image generation, searching, chat, reasoning and acting agents, and more. The new Amazon Titan Image Generator model allows content creators to quickly generate high-quality, realistic images using simple English text prompts.
NobelBiz
FEBRUARY 20, 2024
Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.
Totango
FEBRUARY 23, 2024
The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.
VirtualPBX
FEBRUARY 23, 2024
In the ever-evolving landscape of telecommunications, businesses must stay vigilant to adapt to regulatory shifts that can impact their operations. One such recent development is the Federal Communications Commission (FCC) sunset on POTS (Plain Old Telephone Service) lines. This significant change has implications for businesses relying on traditional phone lines for their communication needs.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
AWS Machine Learning
FEBRUARY 19, 2024
Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.
AnswerConnect
FEBRUARY 21, 2024
Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.
Totango
FEBRUARY 23, 2024
What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.
Ambs Call Center
FEBRUARY 22, 2024
In the fast-paced world of healthcare, having a reliable physician answering service is crucial. Whether you’re a physician, run a medical office, or manage a healthcare facility, finding the right answering service can make all the difference. “But there’s so many medical answering services! Which do I pick?
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
AWS Machine Learning
FEBRUARY 20, 2024
ZOO Digital provides end-to-end localization and media services to adapt original TV and movie content to different languages, regions, and cultures. It makes globalization easier for the world’s best content creators. Trusted by the biggest names in entertainment, ZOO Digital delivers high-quality localization and media services at scale, including dubbing, subtitling, scripting, and compliance.
AnswerConnect
FEBRUARY 21, 2024
Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.
Bill Quiseng
FEBRUARY 21, 2024
Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.
Playvox
FEBRUARY 20, 2024
While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Ambs Call Center
FEBRUARY 19, 2024
Today’s medical practices are swamped with more calls than ever. Practice managers handle these callers, along with patients and doctors, while trying to ensure patients maintain their satisfaction and safety. This can get overwhelming.
Cisco - Contact Center
FEBRUARY 22, 2024
ZTNA hasn’t delivered on the full promise of zero trust Zero Trust has been all the rage for several years; it states, “never trust, always verify” and assumes every attempt to access the network or a… Read more on Cisco Blogs
SQM Group
FEBRUARY 21, 2024
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.
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