Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
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NobelBiz
OCTOBER 31, 2023
Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.
AWS Machine Learning
OCTOBER 31, 2023
This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Additional Schneider Electric experts include Jesse Miller, Somik Chowdhury, Shaswat Babhulgaonkar, David Watkins, Mark Carlson and Barbara Sleczkowski.
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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.
Lumoa
OCTOBER 31, 2023
Lumoa Product News for October 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
OCTOBER 31, 2023
See Tethr's outlook on the complementary relationship between generative AI and conversation intelligence in the contact center.
Cisco - Contact Center
OCTOBER 31, 2023
As a partner-led organization, with over 90 percent of our business conducted through Cisco partners, we are thrilled to be part of Microsoft’s new Multiparty Private Offers (MPO) program.
ConvergeOne
OCTOBER 31, 2023
Using data and technology, C1 tackled challenges such as incentivizing customers to order more frequently and improving the curbside pickup experience.
Cisco - Contact Center
OCTOBER 31, 2023
A new use case in the annual refresh of Cisco Portfolio Explorer for financial services is e-communication compliance. This hot button issue is in the news it seems almost weekly.
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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
Interaction Metrics
OCTOBER 31, 2023
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely. At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys.
Cisco - Contact Center
OCTOBER 31, 2023
Did you attend or tune-in to WebexOne last week? I hope you are as excited as I am about the innovation taking place.
Avoxi
OCTOBER 31, 2023
Enhance your engagement with expert tips on Local Caller ID. Boost answer rates and build trust effectively. The post Local Caller ID Best Practices appeared first on AVOXI.
24-7 InTouch
OCTOBER 31, 2023
Our LIB Campus in Hyderabad has been LEED Platinum certified, which is a rating system for healthy, highly efficient, and cost-saving green buildings. Across the globe, the importance of green initiatives are becoming more prevalent. Our new Hyderabad Campus, commonly known as the LIB Campus, has been LEED (Leadership in Energy and Environmental Design) Platinum certified.
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.
Comm100
OCTOBER 31, 2023
While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.
Vistio
OCTOBER 31, 2023
Sometimes it feels like the only constant in the contact center world is change. Whether it's adapting to new technologies, evolving customer expectations, or unforeseen crises, the ability to navigate change can set you and your team apart from all the rest.
Education Services Group
OCTOBER 31, 2023
Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Of course, this is natural and something we should expect from leaders. I mean, why call yourself one if you aren’t actually, you know, leading? But how often do leaders turn around and pause to ask the CSMs reporting to them for their thoughts about how leaders could better enable their success?
LiveVox
OCTOBER 31, 2023
Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth. Embracing innovation as a cornerstone of your CX Visionary banks are propelling customer experiences to new heights […] The post Tech-Forward Banking for 2024: Enhancing Customer Experience And Financi
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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
OCTOBER 31, 2023
In today’s digital age, the role of traditional phone systems might seem to be diminishing, but they remain an integral part of business operations. Effective communication with customers, partners, and within teams hinges on a reliable phone system. However, like all technologies, phone systems can become outdated, affecting productivity and customer experience.
LiveVox
OCTOBER 31, 2023
Debt collection agencies and business process outsourcing (BPO) service providers have always been subject to a particularly rigorous set of compliance requirements. The unprecedented circumstances of 2023, however, have ushered in a new layer of technical and regulatory concerns. Now, in addition to keeping pace with the rapid evolution of technology and staying on top […] The post The Top Challenges for Collections & BPOs in 2024 appeared first on LiveVox.
JustCall
OCTOBER 31, 2023
In a world overrun by tool chaos and scattered information, the battle for productivity and sustainability rages on. Picture this: a universe where every team effortlessly unites their work on a single platform, unlocking instant access to invaluable insights. According to an ESG study, a staggering 44% of organizations have 6 to 10 internal collaboration platforms , and an astonishing 37% use 11 to 20 platforms (ESG: Enterprise Strategy Group).
LiveVox
OCTOBER 31, 2023
Fintech funding set a record in the U.S. in 2024, securing investments of nearly $60 billion. Over the last decade we’ve watched fintech startups grow up before our eyes, evolving from disruptive outsiders to industry mainstays known for their ability to leverage technology to outperform and outpace legacy banking institutions. And yet, the acceleration of […] The post The Top Challenges for Fintechs in 2023/2024 appeared first on LiveVox.
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!
CSM Magazine
OCTOBER 31, 2023
Development is often a complex and multi-layered process, as many steps must be completed to successfully launch a new product. In the case of startups, the development process becomes an even greater challenge since, unlike more traditional companies, startups have less time. This means that the entire project must be carefully planned and understandable to all teams involved to ensure the project gets off the ground.
LiveVox
OCTOBER 31, 2023
At best, you can only make educated guesses about what's in store for the future of retail. Between the ongoing labor shortages, inflation, ongoing pandemic, and the volatility of the stock market, it is hard to predict what’s in store for 2023 retail. One thing is for sure, a retail reset is long overdue and can create a more stable and profitable retailer landscape.
CSM Magazine
OCTOBER 31, 2023
In the bustling world of casinos, it’s easy to think that the primary focus is on games and entertainment. Slot machines clinking, roulette wheels spinning, and cards being dealt are usually the first images that come to mind. However, if you are truly looking for the best online casino in Canada a crucial component often gets overlooked: customer service.
LiveVox
OCTOBER 31, 2023
IVR phone services can have many benefits for companies. When you automate the way your business receives customer phone calls then you can ensure the same level of service for every call. The post Voice IVR in 2024: The Most Common Requests from Customers in 2024 appeared first on LiveVox.
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
Cisco - Contact Center
OCTOBER 31, 2023
This post was authored by Mira Kohen Morhayim, a recent Persona Audience Marketing Intern on the Customer Solutions Marketing team.
LiveVox
OCTOBER 31, 2023
Over the last few months, the apparent acceleration in the adoption of cell phone blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more complicated to reach a customer. This, in combination with the fluid regulatory environment spanning the […] The post Guide to Cell Phone Blacklist Compliance (2024 Update) appeared first on LiveVox.
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