CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), 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 Employee engagement 195

AWS Machine Learning

SEPTEMBER 20, 2023

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. For example, you might have acquired a company that was already running on a different cloud provider, or you may have a workload that generates value from unique capabilities provided by AWS.

Scripts 97

Scripts Engineering Accountability Enterprise 97

Cyara

SEPTEMBER 20, 2023

In late July 2023, at the Unparsed Conference , Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry, conversational chatbot design, large language models (LLMs) and the prospective developments within this field.

Chatbots 84

Chatbots 84

Cisco - Contact Center

SEPTEMBER 20, 2023

Alas, we have reached the third and final part of our series. And here’s the big question: how do I make it all come together? Well, here’s where we come in !

Technology 92

Technology Customer Experience Management 92

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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.

Concentrix

SEPTEMBER 20, 2023

Learn how to supercharge customer experiences with AI modeling, balancing generative AI and traditional AI for optimal results and cost efficiency.

Customer Experience 62

Customer Experience Analytics Technology Management 62

Cincom

SEPTEMBER 20, 2023

Aite-Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM). This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. As science fiction writer William Gibson once famously said, “The future is here—but it’s not evenly distributed.

Surveys 52

Surveys Marketing Management Technology 52

Playvox

SEPTEMBER 20, 2023

You can’t go a day (or maybe even an hour) without stumbling across the term “artificial intelligence” or “AI.” Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Cincom

SEPTEMBER 20, 2023

Aite Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM). This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. As science fiction writer William Gibson once famously said, “The future is here—but it’s not evenly distributed.

Surveys 52

Surveys Marketing Management Technology 52

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents. But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly.

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Calltools

SEPTEMBER 20, 2023

There’s no question that customers hate waiting in the queue. Even more frustrating than waiting in a queue is waiting in a second, third, or fourth queue after being transferred to an agent that can resolve their issues. With this in mind, contact centers can implement lead routing strategies to optimize first-call resolution and improve the customer experience.

Contact Center 52

Contact Center Wait times First call resolution Call Center 52

Revation Systems

SEPTEMBER 20, 2023

Exciting News! Thrilled to announce John Lynch as the new CEO of LinkLive. As a Co-Founder and Board Member, I couldn’t be more excited about this next chapter. John’s exceptional leadership will take us to new heights. While I step into a new role as Chief Customer Officer, I’ll work alongside John to ensure our continued success.

Chief Customer Officer 48

Chief Customer Officer Customer Service 48

Cisco - Contact Center

SEPTEMBER 20, 2023

The energy sector is facing greater challenges than ever before. Grids must now handle more distributed and variable energy sources from renewables.

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52

Zappix

SEPTEMBER 20, 2023

In the digital age, customers have come to expect more from businesses than ever before. They seek convenience, speed.

Multichannel 40

Multichannel Customer Service 40

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

SmartKarrot

SEPTEMBER 20, 2023

Navigating the complex waters of Key Account Management (KAM) is difficult. It’s like trying to walk on a tightrope while juggling multiple balls. So, how do we ensure that we don’t lose balance, or more importantly, retain and grow our most valuable customers? Enter: Playbooks. The simple but effective way to create consistent results. Part 1: Understanding the Essence of Risk Mitigation in KAM Risk?

Accountability 10

Accountability Management Feedback Coaching 10