Helpware
JULY 18, 2023
Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a business’s customer experience. You must stay on top of the latest call center technology advancements to stay ahead of the customer service curve.
Callminer
JULY 17, 2023
Speech analytics in the call center is a new, innovative application of AI and has become a crucial tool for businesses seeking to improve customer service.
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ConvergeOne
JULY 18, 2023
The reality is that you’re not as behind as you might have thought you were if you’re not already in the cloud. Well… to be honest, you might still be pretty far behind in terms of modernization (as most organizations are), but at least when it comes to cloud adoption, your timing couldn’t be better.
Expivia
JULY 19, 2023
Contact centers are the heart of any business. They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. It’s about identifying the core values that will drive the center’s operations, aligning those values with your business strategy, and instilling them in every member of your team.
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.
SmartKarrot
JULY 19, 2023
It’s awe inspiring to see AI-generated Drake and The Weeknd songs go viral, Adobe unveiling future of Creative Cloud with Generative AI and ChatGPT becoming pervasive across tools and platforms. Such technologies are usually grounded in data and computing power. These make today’s systems more and more intelligent. When it comes to post-sales operations, it is evident that these technologies can assist us in extracting valuable insights from the vast amount of data.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
OctopusTech
JULY 17, 2023
Do you know that 80% of the population in the USA uses email? Customer retention email plays a major role for the growth of any company. If you are a business owner, you might know the importance of attracting a new audience to the brand. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.
Vcaretec
JULY 18, 2023
It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! However, it's only effective if you pick the correct supplier. If you're not careful, outsourcing could cause you more problems than it's worth. The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article.
LiveVox
JULY 19, 2023
Customer care has long been perceived as a cost center—a necessary but burdensome expense. However, forward-thinking businesses have discovered that a well-designed customer care strategy can actually become a cash generator. By leveraging effective strategies and tactics, companies can turn customer care into a revenue-driving powerhouse. In this article, we will explore key approaches to […] The post How To Devise a Customer Care Strategy That Actually Drives Revenue appeared first on Li
ShepHyken
JULY 17, 2023
Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at leas
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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.
Callminer
JULY 19, 2023
Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. It lays the foundation for efficient staffing levels and optimal resource utilization.
Beyond Philosophy
JULY 15, 2023
Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming. All these vitamins got us thinking about differentiation. If your product isn’t that different from another, like a B-12 vitamin, how do you differentiate yourself from the competition? Vitamin companies are not alone here.
ShepHyken
JULY 19, 2023
At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction.
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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
The Northridge Group
JULY 20, 2023
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams.
BlueOcean
JULY 20, 2023
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.
TechSee
JULY 17, 2023
Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. However, the implementation of LLMs also presents its fair share of challenges.
ShepHyken
JULY 17, 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. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.
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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.
Cisco - Contact Center
JULY 19, 2023
Buckle up, Cisco certification holders: It’s time to hit the t urbo boost button and race to recertification.
AWS Machine Learning
JULY 18, 2023
Today, we are excited to announce that Llama 2 foundation models developed by Meta are available for customers through Amazon SageMaker JumpStart. The Llama 2 family of large language models (LLMs) is a collection of pre-trained and fine-tuned generative text models ranging in scale from 7 billion to 70 billion parameters. Fine-tuned LLMs, called Llama-2-chat, are optimized for dialogue use cases.
kommunicate
JULY 21, 2023
Last Updated on July 21, 2023 Let’s begin with getting a basic understanding about a Hospital Management System (HMS). “A hospital management system (HMS) can be defined as an integrated software that handles different aspects of clinic workflows, such as administrative, medical, legal, and financial.” It is a wise investment for healthcare organizations as it [.
TeamSupport
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.
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.
Hodusoft
JULY 19, 2023
In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.
AnomalySquared
JULY 21, 2023
Anomaly Squared is proud to now offer offshore call center services to it's already success call center outsourcing services.
C3Centricity
JULY 20, 2023
It’s time to move from customer satisfaction to customer delight. After all, no one wants to be good when they can be […] The post From Good to Extraordinary: Ignite Your Business with Personalized Customer Delight first appeared on c3centricity.
LiveVox
JULY 17, 2023
The business process outsourcing (BPO) industry plays a vital role in today’s global economy. However, like any other industry, BPOs face their fair share of challenges. In this article, we explore the common hurdles that BPOs encounter and discuss how LiveVox offers innovative solutions to help the industry overcome these challenges and drive success.
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.
AWS Machine Learning
JULY 19, 2023
Amazon SageMaker Model Cards enable you to standardize how models are documented, thereby achieving visibility into the lifecycle of a model, from designing, building, training, and evaluation. Model cards are intended to be a single source of truth for business and technical metadata about the model that can reliably be used for auditing and documentation purposes.
Lumoa
JULY 17, 2023
Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point!
JivoChat
JULY 19, 2023
Businesses, sports teams, educational institutes, and organizations leverage data to enhance results. While there are different types of data that you, as a business, can dive into, primarily, it helps make meaningful decisions. One avenue of data collection is social media, often known as social data. We’d love for you to check out our piece on the evolution of social data & audience intelligence.
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