Calltools

JULY 12, 2023

Contact centers face the ongoing task of finding new ways to enhance customer experience. Optimizing your contact center will help your customers experience better interactions with your agents, leading to greater customer satisfaction, higher retention rates, and improved brand recognition. One way to do this is through an intelligent call routing (ICR) system, which can be helpful for certain types of call centers.

Contact Center 52

Contact Center Abandon rate Average Handle Time Automotive 52

Callminer

JULY 12, 2023

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

Feedback 345

Feedback 345

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Here is a disturbing new trend, machines in airport bathroom you get to touch AFTER using the bathroom.

CCNG 195

CCNG Airlines Surveys Feedback 195

LiveVox

JULY 12, 2023

As a seasoned sales leader, David D’Antonio intuitively understands the importance of cultivating strong and meaningful customer relationships at LiveVox. Today, we share insights from a chat with D’Antonio in this Executive Perspective. In the interview, David sheds light on why one-dimensional, product-focused approaches fall flat with customers and suggests a more effective alternative, one […] The post LiveVox Executive Perspective: Overcoming Obstacles, Inspiring Teams, and Powering U

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Sales Customer Experience 85

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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.

JivoChat

JULY 12, 2023

Website builder platforms, like Wix and SITE123, offer several restaurant website templates for you to choose from. Creating your restaurant website with a pre-built template becomes much easier because it doesn’t require coding or design experience. It’s crucial to select a template that has all the features you need and a responsive design as well, so your pages will function correctly on desktop computers and mobile devices.

Customer Support 75

Customer Support Management Customer Service 75

Real Blue Sky

JULY 12, 2023

In this podcast episode, our own Bryant Richardson shares his insights on enhancing the customer and employee experience through cloud technology with Avaya’s Chris Bain. The discussion highlights the growing importance of leveraging cloud-based solutions to improve the overall experience for both customers and employees. Bryant explains how cloud technology can provide flexibility, scalability, and cost savings, which can ultimately result in better customer experiences and increased empl

Customer centricity 52

Customer centricity Best practices Technology Customer Experience 52

WiserOwl Blog

JULY 12, 2023

For those with knowledge of contact centers, do you remember your first big decision? And was money involved? Regardless of the outcome, how might your decision have been affected if you knew in advance how much money it would save or make? To survive and prosper, contact centers must quickly secure the financial high […] The post Why Contact Centers Must Secure the Financial High Ground in the Enterprise appeared first on WiserOwl.

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Enterprise Contact Center 52

Real Blue Sky

JULY 12, 2023

In this podcast episode, our own Bryant Richardson shares his insights on enhancing the customer and employee experience through cloud technology with Avaya’s Chris Bain. The discussion highlights the growing importance of leveraging cloud-based solutions to improve the overall experience for both customers and employees. Bryant explains how cloud technology can provide flexibility, scalability, and cost savings, which can ultimately result in better customer experiences and increased empl

Customer centricity 52

Customer centricity Best practices Technology Customer Experience 52

WiserOwl Blog

JULY 12, 2023

For those with knowledge of contact centers, do you remember your first big decision? And was money involved? Regardless of the outcome, how might your decision have been affected if you knew in advance how much money it would save or make? Some may find this apparent, but understanding the financial impact of decisions […] The post Why Contact Centers Must Secure the Finanancial High Ground in the Enterprise appeared first on WiserOwl.

Enterprise 52

Enterprise Contact Center 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Cisco - Contact Center

JULY 12, 2023

Statement by Bill Davenport, Senior Director, Spectrum & Technology Policy, Government Affairs: Nearly every day, a school or library in the United States experiences a cyberattack.

Government 52

Government Technology Education 52

Real Blue Sky

JULY 12, 2023

In this podcast episode, our own Bryant Richardson shares his insights on enhancing the customer and employee experience through cloud technology with Avaya’s Chris Bain. The discussion highlights the growing importance of leveraging cloud-based solutions to improve the overall experience for both customers and employees. Bryant explains how cloud technology can provide flexibility, scalability, and cost savings, which can ultimately result in better customer experiences and increased empl

Customer centricity 52

Customer centricity Best practices Technology Customer Experience 52

Jon Arnold

JULY 12, 2023

Am back for another NICE Talks webinar, next Thursday, July 20 at 11am ET. As with last time, I’m paired with Lauren Maschio, and we’ll be drawing from a recent white paper I wrote for them around the role AI is playing now to drive customer experience, aka CX. We’ve got a lot of ground to cover, and hope you can join us - register here !

Big data 52

Big data Customer Experience Contact Center 52

CSM Magazine

JULY 12, 2023

In today’s highly competitive business landscape, providing a positive customer buying experience has become crucial for companies aiming to thrive and succeed. The buying experience encompasses every interaction a customer has with a brand, from the initial search for a product or service to the final purchase and beyond. It’s a critical factor that can greatly influence customer satisfaction, loyalty, and advocacy.

Abandon rate 52

Abandon rate Analytics Feedback Chatbots 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

Concentrix

JULY 12, 2023

Designing AI solutions for humans—find out how to enhance your customer journey with generative AI technology.

Technology 62

Technology 62

CSM Magazine

JULY 12, 2023

The NEMT industry is evolving at a very fast pace. What should providers do to keep up with the ever-changing landscape? One of the most critical success factors is to remain flexible and adaptable to arising challenges. The power of adaptability has been amply demonstrated during the COVID-19 pandemic. As terrible as the toll on life has been from this crisis, the impact on businesses would have been far more severe if it weren’t for the advancements in digital technologies.

Transportation 52

Transportation Technology Accountability Management 52

Avoxi

JULY 12, 2023

There are several ways to keep your legacy numbers while you scale in the AVOXI Platform. Learn how!

Contact Center 62

Contact Center 62

CSM Magazine

JULY 12, 2023

Numerous individuals find themselves employed in hazardous work environments. These environments encompass a wide range of industries, including construction, manufacturing, mining, and healthcare, where employees face potential risks to their health and safety on a daily basis. It is crucial for organizations to prioritize internal customer service in such settings, ensuring that employees receive the support they need to carry out their duties effectively while mitigating risks and fostering a

Customer Service 52

Customer Service Construction Healthcare Feedback 52

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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

Concentrix

JULY 12, 2023

The International Awards Program Recognizes Concentrix’ Excellence in Promoting Staff Inclusivity and Supporting Wellbeing The Golden Bridge Awards has recognized two of Concentrix’ innovative wellness solutions and our DEI Initiatives as Gold winners for 2023.

Management 48

Management 48

CSM Magazine

JULY 12, 2023

Cross-country moving can be a daunting and stressful task to undertake. This often puts a massive burden on customers, who have other pressing issues to deal with as they relocate. However, cross-country moving companies are now actively improving their customer service in various ways. So, let’s take a look at how those companies are redefining customer experience.

Customer Experience 52

Customer Experience Feedback Customer Support Technology 52

SmartKarrot

JULY 12, 2023

Organic growth refers to natural and sustainable growth in a business’s customer base and digital presence without paying heavily for advertisements. It is the process of seamlessly attracting the target audience, without running behind them with a sales pitch. In today’s highly competitive business environment, organic growth is essential for every business to be sustainable in the long run.

Advertising 10

Advertising Engineering Entertainment Marketing 10

CSM Magazine

JULY 12, 2023

This article explores the concept of empowering customer protection through proactive real-time monitoring. It highlights the importance of staying ahead of emerging security threats and discusses the power of implementing a proactive monitoring system. We also emphasize the need for businesses to actively monitor and analyze security threats in real time to ensure the safety and protection of their customers.

Accountability 52

Accountability Personalization Customer Experience Customer Service 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

CSM Magazine

JULY 12, 2023

Gala Technology , the trailblazer in payment solutions, is thrilled to reintroduce SOTpay, an innovative technology set to revolutionise telephone payments. By harnessing authentication data, artificial intelligence (AI), and machine learning (ML) to scrutinise payment card transactions and distinguish legitimate ones from suspicious activities, SOTpay heralds a new era of secure and seamless transactions.

Interactive Voice Response 52

Interactive Voice Response Banking Technology Accountability 52

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. Sabio Group , the digital customer experience (CX) transformation specialist, has been selected by Davies , the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX technology infrastructure in a multi-year agreement.

Self service 52

Self service Technology Customer Experience Marketing 52