DMG Consulting

JUNE 9, 2023

Question: What contact center solutions can help agents deliver a great CX and boost productivity? Answer: Here are a few to consider: Real-time guidance (RTG): provides agents with easy-to-follow procedures and information that enables them to resolve inquiries properly, handle objections, close sales, and increase collections. These applications also enhance soft skills such as communicating appropriate levels of empathy and professionalism.

contact center solutions 48

contact center solutions Contact Center Enterprise Self service 48

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

IdeasUnlimited

JUNE 9, 2023

Celebrating a Successful Year In February 2023, IdeasUnlimited capped off 2022 at the annual Year-end event that was held virtually. With workers joining in from all over the world, the global team celebrated the successful completion of 12 years as a company. Founded in 2010, IdeasUnlimited began as a support service provider which expanded worldwide over the course of its history. 2023’s year-end event was a homage to the individuals that make up the IdeasUnlimited team.

Enterprise 98

Enterprise Personalization B2B Sales 98

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. Finance understands this intuitively, so they are inclined to support budget requests that will help teams close more deals. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

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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.

kommunicate

JUNE 9, 2023

Last Updated on June 9, 2023 The healthcare industry generally deals with data sets that are large, with Patient Health Information (PHI) and personal data.The patients entrust the healthcare institutes to safeguard this data using the highest standards. To ensure this, the US federal government came out with HIPAA and SOC regulations. In this blog, [.

Healthcare 84

Healthcare Government Personalization Customer Support 84

SmartAction

JUNE 9, 2023

Expectations from customers to be available 24/7 on a variety of channels from voice to social media have driven communication with businesses to evolve beyond traditional interactions. Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Today, conversational AI is everywhere. With lots of coverage and information swirling around, it leads many people to feel overwhelmed by its seeming complexity.

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Virtual Agent Chatbots Self service Feedback 72

Cisco - Contact Center

JUNE 9, 2023

In the rapidly evolving world of technology, staying ahead of the game is crucial for businesses.

Technology 89

Technology 89

Call Experts

JUNE 9, 2023

Automated medical answering services play a vital role in today’s healthcare landscape. Health Works Collective explains that automated medical answering services are the way of the future, streamlining patient access to healthcare. Effective communication and efficient patient management are crucial for delivering high-quality care. In this blog, we’ll explore the significance of Interactive Voice Response (IVR), HIPAA-compliant messaging, and Nurse Triage services in optimizing he

Answering services 52

Answering services Interactive Voice Response Healthcare Wait times 52

Cisco - Contact Center

JUNE 9, 2023

Cybersecurity is not just an add-on to our technological infrastructure; it is an integral part of it.

Technology 80

Technology 80

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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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COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In our previous articles, “ Benefits of a Balanced Scorecard for Performance Management ” and “ Creating a Balanced Scorecard: What to Consider ,” we delved into the significance of utilizing this strategic tool and explored the essential factors to keep in mind when developing one.

Management 52

Management Coaching Metrics Average Handle Time 52

Cisco - Contact Center

JUNE 9, 2023

If you were at Cisco Live in Las Vegas earlier this week you surely saw that Cisco had a lot of new products to announce.

Engineering 73

Engineering Analytics 73

CSM Magazine

JUNE 9, 2023

ASE Autogate has equipped its field engineers with mobile devices live-linked to a BigChange job management system. Specialising in the installation and maintenance of automatic gates, barriers and bollards, ASE Autogate has reduced its reliance on resource and time intensive paperwork by 50 per cent using BigChange. Yorkshire-based ASE Autogate has saved money by consolidating the management of its field operation into one easy to use, integrated solution.

Finance 52

Finance Engineering CRM Enterprise 52

A Better Answer

JUNE 9, 2023

The best businesses gather as much data as possible, including data from customer service calls and other interactions. Call recording is one of the most important tools you can use to capture, analyze, and understand customer interactions over the phone.

Customer Service 55

Customer Service 55

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 9, 2023

Cisco FSO Platform Cost Optimization Booth This year’s Cisco Live was one of the most memorable ever.

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DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (I

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

SmartKarrot

JUNE 9, 2023

Which of these statistics is more surprising to you: An average employee is productive about just 60% of the time OR An average employee is distracted every 3 minutes at work OR 91% of employees daydream in meetings The demand for workspace productivity improvement is very real. An organization’s return on investment heavily depends upon the productivity of the workforce.

Feedback 10

Feedback Advertising Management B2B 10

AWS Machine Learning

JUNE 9, 2023

ONNX ( Open Neural Network Exchange ) is an open-source standard for representing deep learning models widely supported by many providers. ONNX provides tools for optimizing and quantizing models to reduce the memory and compute needed to run machine learning (ML) models. One of the biggest benefits of ONNX is that it provides a standardized format for representing and exchanging ML models between different frameworks and tools.

Benchmark 87

Benchmark Engineering Enterprise APIs 87

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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.

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AWS Machine Learning

JUNE 9, 2023

We are excited to announce the open-source release of GraphStorm 0.1, a low-code enterprise graph machine learning (ML) framework to build, train, and deploy graph ML solutions on complex enterprise-scale graphs in days instead of months. With GraphStorm, you can build solutions that directly take into account the structure of relationships or interactions between billions of entities, which are inherently embedded in most real-world data, including fraud detection scenarios, recommendations, co

Enterprise 86

Enterprise Construction Engineering Metrics 86