Concentrix

JUNE 27, 2023

Discover how a leading bank gained efficiencies across operations by implementing an email bot to automate responses and streamline email routing.

Banking 62

Banking 62

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Customer Service 301

Customer Service Marketing Customer Experience 301

Helpware

JUNE 27, 2023

When the war in Ukraine unfolded on February 24, 2022, it jolted global businesses with operations in the country like an unexpected earthquake. Multinational corporations faced the dual challenges of ensuring their employees' safety and keeping business operations running. We hope that by sharing our experience and the lessons we've learned in navigating through such challenging circumstances, we can help other businesses fine-tune their crisis management strategies.

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Management 87

Cisco - Contact Center

JUNE 27, 2023

A pandemic, geopolitical turmoil, and economic uncertainty in the past three years have challenged even the strongest organizations and put a premium on agility.

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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.

SmartAction

JUNE 27, 2023

Why wait? Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

JivoChat

JUNE 27, 2023

Do you know about AI website builders? With ChatGPT, artificial intelligence has caught the attention of many people around the world who are curious about the possibilities it offers, and how to use it to simplify and automate different activities in our lives. When it comes to creating a website from scratch, it’s also possible to enjoy AI capabilities.

Analytics 75

Analytics Advertising Personalization Self service 75

LiveVox

JUNE 27, 2023

The rise of cloud computing has revolutionized the way businesses operate, and the public cloud has emerged as a game-changer for contact centers of all sizes and industries. With its inherent flexibility, scalability, and security features, the public cloud has become an indispensable tool for businesses seeking to thrive in today’s fast-paced digital landscape.

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Contact Center Management 71

Cisco - Contact Center

JUNE 27, 2023

Cities require safe, reliable, and secure transportation systems, while also aiming to eliminate emissions and ensure fairness and accessibility for everyone.

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Transportation Wireless 73

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. 1.

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Call Center outsourcing Advertising Coaching 62

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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

JUNE 27, 2023

A strong foundation is vital for progress and development in many industries and aspects of life.

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CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate , the leading natural language AI Simulation Training solution for customer and prospect-facing agents, today announced it closed a $15M funding round led by Boston-based growth equity firm, Volition Capital.

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Coaching Telecommunications Healthcare First call resolution 59

Cisco - Contact Center

JUNE 27, 2023

At Cisco Live, we shared our vision for Cisco Networking Cloud to help our customers deliver digital experiences to their users.

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ConvergeOne

JUNE 27, 2023

Healthcare employees know that securing sensitive patient information in compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations is critically important. However, the methods through which healthcare professionals must secure personal health information have changed over the years. In the past, keeping patient data safe meant locking manila envelopes containing patient files in a secure filing cabinet.

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Healthcare Accountability Personalization Enterprise 64

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

Cisco - Contact Center

JUNE 27, 2023

We’re obsessed with your success at Cisco Customer Experience (CX). It is our mission to get you from where you are today to where you want to be tomorrow.

Customer Experience 67

Customer Experience 67

Ambs Call Center

JUNE 27, 2023

Property management companies are responsible for handling the daily real estate matters for landlords and property owners who are not present. These companies typically charge a percentage of the rent collected, which motivates them to prioritize tenant satisfaction, maintain high occupancy rates, and ensure timely rent payments.

Real estate 52

Real estate Answering services Management 52

Cisco - Contact Center

JUNE 27, 2023

Cue the confetti — The 2023 #WeAreCisco #LoveWhereYouWork Contest winners are here!

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IdeasUnlimited

JUNE 27, 2023

In the last ten years, technology has been steadily developing with the promise of transforming our world. For most of the last decade, these technological developments have remained in the realm of R&D with little to show in terms of an actual product. But as time went on and larger companies, such as Google and OpenAI, accelerated their development, we began to see how many of these bleeding edge technologies could in fact offer real-world applications.

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Technology Big data Entertainment Engineering 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

Comm100

JUNE 27, 2023

Higher education institutions are grappling with a significant mental health crisis among their student population. During the 2020–2021 school year, over 60% of college students met the criteria for at least one mental health problem. Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress.

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Education Wait times Chatbots Personalization 52

CSM Magazine

JUNE 27, 2023

Despite the fact that cryptocurrency is considered anonymous, in most cases this is far from the truth. All transactions are recorded on the blockchain and this information remains visible forever. That is, if a strong enough goal is set, it is quite possible for someone to reach the owner of a crypto wallet. The first precedent took place in 2011. The FBI conducted a special operation against the well-known trading platform Silk Road.

Banking 52

Banking Personalization 52

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are distinct areas within an organization, they are inseparable in the eyes of the customer.

Customer Experience 52

Customer Experience Customer centricity Marketing Feedback 52

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By fostering, an integrated and immersive experience, branding and identity are essential to attaining these goals. By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up.

Management 52

Management Gamification Marketing Personalization 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

Concentrix

JUNE 27, 2023

Concentrix is proud to be recognized in the sixth annual AI Breakthrough Awards program, conducted by AI Breakthrough for its cutting edge learnings solution, ALBA (Advanced Learning through Bot & Automation).

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Chatbots 48

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. After all, they’ll become the backbone of your business and ensure you have repeat sales. Studies show that a 5% increase in customer retention can lead to an increase of between 25% and 95% in revenue. It makes sense then that promoting customer loyalty should be on every business’s to-do list.

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Customer Service Feedback Customer retention Surveys 52

Cisco - Contact Center

JUNE 27, 2023

Leading a team is as challenging as it is rewarding.

Customer Experience 52

Customer Experience 52

CSM Magazine

JUNE 27, 2023

Sabio Group and its specialist Salesforce CRM consultancy, makepositive , are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the forthcoming Salesforce World Tour 2023. As a ‘Groundbreaker Sponsor’ at the event, Sabio, the digital customer experience (CX) transformation specialist, and makepositive will demonstrate their commitment to innovation in the world of customer engagement and the revolutionary opportunities that com

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Consulting Consulting CRM Technology 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Certified Languages International

JUNE 27, 2023

Medical interpreters are essential in ensuring that communication between healthcare providers and patients who speak a language other than English is accurate. This can be challenging because of linguistic and cultural barriers, but with the expertise of an experienced medical interpreter, patients are able to communicate their needs, concerns, and preferences, and healthcare providers are able to deliver high-quality care.

Healthcare 10

Healthcare Call flow Personalization Accountability 10

AWS Machine Learning

JUNE 27, 2023

This blog post is co-written with Marat Adayev and Dmitrii Evstiukhin from Provectus. When machine learning (ML) models are deployed into production and employed to drive business decisions, the challenge often lies in the operation and management of multiple models. Machine Learning Operations (MLOps) provides the technical solution to this issue, assisting organizations in managing, monitoring, deploying, and governing their models on a centralized platform.

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Engineering APIs Scripts Entertainment 93

ChurnZero

JUNE 27, 2023

The macroeconomic environment is on nearly everyone’s mind these days. In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? The answer is simple: you need a digital-first strategy. A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR).

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Journey mapping SaaS Customer advocacy Finance 52