Is your contact center AI-ready?
SharpenCX
MARCH 1, 2024
Follow these steps to ensure your contact center is primed and ready to implement new AI-powered capabilities.
SharpenCX
MARCH 1, 2024
Follow these steps to ensure your contact center is primed and ready to implement new AI-powered capabilities.
Beyond Philosophy
MARCH 1, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.
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AWS Machine Learning
MARCH 1, 2024
At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In a previous post , we described how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow for you and shared details about some of the recent feature launches.
Cisco - Contact Center
MARCH 1, 2024
Executive Summary. 1 The Team… 2 Team Leaders. 2 Core Infrastructure and Threat Hunting. 2 Threat Hunting. 2 Build and Operation. 2 SOC Architecture.
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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 1, 2024
The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Self-service bots integrated with your call center can help you achieve decreased wait times, intelligent routing, decreased time to resolution through sel
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
MARCH 1, 2024
A star with over 15 years of experience driving operational excellence and client satisfaction in the BPO industry. Rockville, MD – Transparent BPO would like to announce the promotion of Raquel Artero to Director of Operations in recognition of her proven ability to scale teams, streamline processes, and cultivate high-performing talent pools. With her over […] The post Transparent BPO Appoints Raquel Artero as Director of Operations appeared first on Transparent BPO.
OctopusTech
MARCH 1, 2024
When starting a business, most entrepreneurs know they need some kind of online presence. But with so many options out there for establishing your brand online, it can get confusing. Two of the most common are branding and web design. Understanding the value that branding and web design provide is critical when crafting a cohesive identity and online presence for your company.
Concentrix
MARCH 1, 2024
MEET US AT ENTERPRISE CONNECT ’24! VISIT OUR CABANA ALL-DAY FOR NETWORKING AND REFRESHMENTS! RESERVE YOUR SPOT FOR OUR HAPPY HOUR WITH GENESYS! Reserve Your Spot March 26, 2024 Join Concentrix + Webhelp Concentrix + Webhelp is your poolside host at Enterprise Connect.
OctopusTech
MARCH 1, 2024
Shopify has become one of the most popular e-commerce platforms, offering entrepreneurs and small businesses a robust yet user-friendly system to create and manage an online store. With over 1 million merchants using Shopify globally, it’s clear there are many advantages to using this platform over alternatives. But with so many features and capabilities packed into the platform, you may be wondering what specific benefits Shopify offers for your own business goals.
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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
Abby Connect
MARCH 1, 2024
Many customers brace themselves before placing a call or put it off as long as possible, expecting tedious hold times or scripted service and annoying phone trees. Smooth, exceptional communication is vital for business growth and reputation, especially for service-based businesses.
JustCall
MARCH 1, 2024
Do you remember Wall-E — the lovable and curious robot from the movies? What if it was to make shady, unwanted calls? Would you still love it? On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. This decision directly affects robocalls using auto-dialing software to send pre-recorded messages over calls.
CSM Magazine
MARCH 1, 2024
In today’s digital age, the line between sports betting and casino entertainment is increasingly blurring, creating a vibrant playground for enthusiasts of both realms. This exciting crossover has introduced sports fans to the electrifying world of casino games, while traditional casino players are finding the strategic aspect of sports betting an equally captivating pastime.
Vistio
MARCH 1, 2024
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center.
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.
CSM Magazine
MARCH 1, 2024
Importance of Employee Training and Development Practical employee training and development programs are essential for any company because they help individuals grow, innovate, and be productive. Training programs aren’t just an additional administrative job. Companies that dedicate themselves to employee development show their commitment to skills enhancement, providing free access to courses for their staff.
Vistio
MARCH 1, 2024
The Internet is filled with legendary customer experience stories that begin with a customer service professional going the extra mile. What are these companies doing differently? Memorable customer experiences begin with a customer service vision.
CSM Magazine
MARCH 1, 2024
Imagine a world where trading cryptocurrencies feels as easy and secure as buying your morning coffee. This vision is closer to reality than you might think, thanks to the rapid pace of technological advancements shaping the cryptocurrency landscape. In this space, Solana stands out as a significant player, offering a glimpse into the future of decentralized finance.
JustCall
MARCH 1, 2024
Do you remember Wall-E — the lovable and curious robot from the movies? What if it was to make shady, unwanted calls? Would you still love it? On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. This decision directly affects robocalls using auto-dialing software to send pre-recorded messages over calls.
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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.
CSM Magazine
MARCH 1, 2024
Just over two years after shocking the ocean rowing world by setting a new record for the fastest female pair to row across the Atlantic, best friends and adventure seekers Jessica Oliver and Charlotte Harris are eyeing an even bigger prize – becoming the fastest women’s team to conquer the Pacific. The dynamic duo, known as ‘Team Wild Waves’, will embark on the 2,800-mile journey from Monterey Bay, California to Hawaii in June as part of the annual ‘World’s T
SQM Group
MARCH 1, 2024
Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.
Brad Cleveland Blog
MARCH 1, 2024
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding … Continue reading → The post Prioritize CX Improvements Using 7 Criteria appeared first on Brad Cleveland.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
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!
Brad Cleveland Blog
MARCH 1, 2024
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding … Continue reading → The post Prioritize CX Improvements Using 7 Criteria appeared first on Brad Cleveland.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
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