Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 million by 2028; it is likely to re

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.

Enterprise 62

Enterprise Contact Center Consulting Consulting 62

Tethr

OCTOBER 18, 2023

Learn how your call center can use predictive analytics to keep up with and proactively help your customers.

Call Center 110

Call Center Analytics 110

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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

SQM Group

OCTOBER 18, 2023

Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.

Call Center 83

Call Center Customer Service 83

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.

Journey mapping 221

Journey mapping Sales Surveys Education 221

LiveVox

OCTOBER 17, 2023

A CIO’s Guide to Tackling the Top 10 Contact Center IT Challenges In the rapidly changing digital landscape, the Chief Information Officer (CIO) role has never been more pivotal or challenging. As technology advances and business requirements expand, the IT department has become more than just a support system; it is a driving force for […] The post An Insider’s Guide for CIOs: Transforming Contact Center IT Challenges into Strategic Advantages appeared first on LiveVox.

Contact Center 52

Contact Center Technology 52

JustCall

OCTOBER 19, 2023

In the digital age, every business is looking to expand its footprint to new geographies. This is because organizations realize the untapped opportunities they can expand to if they take their digital offering to these markets. But there is a problem. With the expansion to new geographies comes the need for streamlined communication. This is pivotal in building trust and enabling your customers to contact your support teams easily.

Contact Center 52

Contact Center voip First call resolution Benchmark 52

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Coaching 371

Coaching Customer Service Customer Experience 371

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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

Callminer

OCTOBER 19, 2023

This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.

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CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Beyond Philosophy

OCTOBER 14, 2023

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened? People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color or springing for the upgrades.

Sales 195

Sales Management Customer Experience 195

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 236

Customer Experience B2C Government B2B 236

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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

Callminer

OCTOBER 17, 2023

Customers are already telling you everything you need to know about their feelings toward your brand, if you listen. Read our blog to learn how VoC analytics drive CX improvements and strategies.

Analytics 182

Analytics 182

Bill Quiseng

OCTOBER 18, 2023

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

Advertising 158

Advertising Customer Care Customer Service Customer Experience 158

AWS Machine Learning

OCTOBER 19, 2023

Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.

APIs 131

APIs Best practices Advertising Accountability 131

Totango

OCTOBER 18, 2023

It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.

Journey mapping 104

Journey mapping Enterprise Best practices Marketing 104

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

MiaRec

OCTOBER 16, 2023

Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?

Technology 105

Technology Quality management Management 105

Cisco - Contact Center

OCTOBER 16, 2023

With the ever-increasing complexity of technology, organizations must build cybersecurity resilience to stay ahead of the unknown, persistent, and lurking threats. And the threat is growing.

Technology 98

Technology 98

AWS Machine Learning

OCTOBER 17, 2023

Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Customer care agents play a crucial role in quickly and accurately retrieving information related to pharmacy information, including prescription clarifications and transfer status, order and dispensing details, and patient profile information, in real time.

Chatbots 128

Chatbots Customer Care Engineering Feedback 128

Momentum Telecom

OCTOBER 19, 2023

Despite the rise in popularity of digital channels, phones are still the top dog in business communications. 52% of businesses still consider phone calls to be their primary communication tool. 1 And as 65% of consumers prefer to call companies over other channels like texting or emailing , 2 it’s clear phones aren’t going away anytime soon. Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhe

voip 97

voip Analytics Management 97

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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.

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Transportation 96

Transportation Surveys Technology Contact Center 96

Cisco - Contact Center

OCTOBER 16, 2023

Cisco announces new Multicloud Certifications focused on connectivity and security to ensure IT professionals have the skills to defend future cyber-attacks – get started with a special deal on Cisco … Read more on Cisco Blogs

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AWS Machine Learning

OCTOBER 20, 2023

Customers of every size and industry are innovating on AWS by infusing machine learning (ML) into their products and services. Recent developments in generative AI models have further sped up the need of ML adoption across industries. However, implementing security, data privacy, and governance controls are still key challenges faced by customers when implementing ML workloads at scale.

Government 125

Government Engineering Accountability Enterprise 125

LiveVox

OCTOBER 16, 2023

Genuine, authentic marketing is a lot like philosophy. It’s built by asking big questions: What value does this company bring to the market? What is its purpose? How and why does it make sense for its customers? We sat down with LiveVox CMO Nick Bandy to get to know him better and learn how he […] The post LiveVox CMO Nick Bandy on Building a Strong Brand and Telling Stories That Sell appeared first on LiveVox.

Marketing 92

Marketing 92

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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

ConvergeOne

OCTOBER 17, 2023

One of the fundamental aspects of cyber security is understanding vulnerabilities and risks. As the saying goes, “Knowledge is power.” In 2022, Arctic Wolf Labs reported that four of the top five external vulnerabilities exploited that year had been published in 2021. This alarming statistic underscores the importance of staying updated on potential threats.

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Cisco - Contact Center

OCTOBER 20, 2023

For more than twenty years, Deloitte and Cisco have been dedicated to creating meaningful results for our mutual clients in the ever-evolving digital landscape.

Marketing 102

Marketing 102

AWS Machine Learning

OCTOBER 17, 2023

At Amazon Web Services (AWS) , not only are we passionate about providing customers with a variety of comprehensive technical solutions, but we’re also keen on deeply understanding our customers’ business processes. We adopt a third-party perspective and objective judgment to help customers sort out their value propositions, collect pain points, propose appropriate solutions, and create the most cost-effective and usable prototypes to help them systematically achieve their business goals.

Technology 121

Technology Biotechnology Engineering Consulting 121