CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? You are not alone. A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. Like an outsider looking in. When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Callminer

MARCH 6, 2024

ChatGPT and generative AI have captured the attention of individuals and organizations alike. This blog explores the use of AI in data analytics to process, analyze, and derive insights.

Analytics 182

Analytics 182

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

Cisco - Contact Center

MARCH 6, 2024

Talking to your Network Embarking on my journey as a network engineer nearly two decades ago, I was among the early adopters who recognized the transformative potential of network automation.

Engineering 102

Engineering 102

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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.

AWS Machine Learning

MARCH 6, 2024

In this post, we demonstrate how to efficiently fine-tune a state-of-the-art protein language model (pLM) to predict protein subcellular localization using Amazon SageMaker. Proteins are the molecular machines of the body, responsible for everything from moving your muscles to responding to infections. Despite this variety, all proteins are made of repeating chains of molecules called amino acids.

Scripts 91

Scripts Biotechnology Healthcare Accountability 91

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

Cisco - Contact Center

MARCH 6, 2024

In the ever-evolving tapestry of technology, three potent forces are coming together: Artificial Intelligence (AI), Confidential Computing, and Blockchain.

Technology 100

Technology Analytics 100

Tethr

MARCH 6, 2024

Learn how to improve call center agent performance using conversation intelligence to inform agent coaching strategies.

Call Center 92

Call Center Coaching 92

Cisco - Contact Center

MARCH 6, 2024

Calling all service provider network engineers and networking professionals!

Engineering 98

Engineering 98

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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

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Concentrix

MARCH 6, 2024

Discover how behavioral science can transform experiences across AI and human interaction and maximize your AI tech investments.

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Momentum Telecom

MARCH 6, 2024

In today’s business landscape, organizations are increasingly reliant on cloud applications and services to drive growth, collaboration, and innovation. Experts predict businesses will spend nearly $200 billion on software as a service (SaaS) solutions alone in 2023.[1] But despite their growing popularity, cloud technologies create new challenges for network management.

SaaS 52

SaaS Management Technology Marketing 52

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. According to Destination CRM , a staggering 55% of Gen Z and Millennial consumers would opt to use a product or service less if they couldn’t resolve their issues through self-service channels.

Self service 52

Self service CRM Wait times Chatbots 52

24-7 InTouch

MARCH 6, 2024

In 2024, the fintech industry finds itself at the forefront of technological evolution, driven by the unprecedented surge in digital transactions. As financial operations become increasingly digitized, the spotlight is firmly on cybersecurity. In this blog, we will delve into the pivotal role of artificial intelligence (AI) in advancing cybersecurity, specifically focusing on fraud detection, and showcase how innovative solutions are essential in safeguarding the integrity of financial transacti

Government 52

Government Benchmark Banking Accountability 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

Vistio

MARCH 6, 2024

The quality management program within any contact center is where the best service centers in the world consistently raise the bar for themselves. Even so, it is often one of the most overlooked core disciplines in a service environment.

Quality management 52

Quality management Management Contact Center Best practices 52

CSM Magazine

MARCH 6, 2024

A growing number of companies have started to use software to monitor how their teams work and how much they achieve in a given timeframe. Tools like these can help improve efficiency and output by providing insights into daily operations. Collecting employee performance data can help identify improvement areas and set achievable goals for the future.

industry standards 52

industry standards Benchmark Coaching Accountability 52

City Communications

MARCH 6, 2024

Businesses are always looking for ways to maximize their technology budgets and minimize waste in the organization. Here are ten ways businesses can avoid overspending on their voice and data technology services: 1. Regularly Review Plans and Usage: Conduct regular audits of your voice and data plans and review your invoices to ensure they align with your actual usage needs.

Technology 52

Technology voip outsourcing Consulting 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? If yes, then you must understand what factors define the success of e-commerce. Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 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

Cisco - Contact Center

MARCH 6, 2024

Cisco’s advocacy community, Cisco Insider , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn from top e… Read more on Cisco Blogs

Technology 52

Technology Personalization Marketing 52

Calltools

MARCH 6, 2024

Establishing trust is essential to conversions for contact center agents. Whether calling new leads or existing customers, preview dialers can improve the customer experience and set your business apart from the competition. While there are many ways to enhance the customer experience (CX), a preview dialer is one of the simplest yet most effective tools a contact center agent can use.

Customer Experience 52

Customer Experience Average Handle Time Abandon rate Healthcare 52

TCN

MARCH 6, 2024

Remember the days when call center customer service consisted of endless hold times? Thankfully, those. The post The Evolution of Call Center Software appeared first on TCN.

call center software 52

call center software Call Center Customer Service 52

Help Scout

MARCH 6, 2024

Elevate your communication with sales email templates and best practices that engage and convert.

Sales 49

Sales Best practices 49

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!

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