Contact Center Pipeline
MARCH 7, 2023
Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at all. Hence the need for a sound business continuity strategy.
TechSee
MARCH 7, 2023
As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome. 1. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.
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Cisco - Contact Center
MARCH 7, 2023
“To the cloud and beyond,” well that’s not exactly what Buzz Lightyear said in the beloved Toy Story movie but when I think about financial services institutions shifting workloads to the cloud it m… Read more on Cisco Blogs
Fonolo
MARCH 7, 2023
Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available.
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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.
ConvergeOne
MARCH 7, 2023
Now, in 2023, we’ve seen the “old ways” of technology, and I don’t think we’re ever going back. And this isn’t just impacting the tech-first, well-funded startups. We’re talking about everything. The cloud has changed how we operate in many ways. And this time, cloud computing and the atmosphere of early 2000s tech will cause some disruption. Here are some of the key trends we see.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
MARCH 7, 2023
What are you waiting for? For years, Cisco partners have been at the forefront, advising our mutual customers on everything networking by leveraging Cisco’s broad portfolio of networking products.
SmartAction
MARCH 7, 2023
After several years of steady growth, 2023 marks the year when the global conversational AI (CAI) market should really take off. Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. What are the key drivers of this explosive growth in the CAI market? Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond.
Avoxi
MARCH 7, 2023
Voice Benefits of Moving Your Enterprise to the Cloud 67%. That’s how many of your competitors are running their global enterprises in the cloud. If you’re not part of this group, you should be. The cloud makes contact center voice processes more efficient and reliable, empowering you to scale your business reach faster than ever… The post Voice Benefits of Moving Your Enterprise to the Cloud appeared first on AVOXI.
Helpware
MARCH 7, 2023
Providing a good customer experience goes beyond simply making the sale. You also need to ensure customers are supported when they have post-purchase queries or issues. As a result, call centers are essential for most businesses. While it’s a good idea to keep an open line of communication with customers, modern consumers use multiple communication platforms.
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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
Comm100
MARCH 7, 2023
Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all.
Win the Customer
MARCH 7, 2023
In today’s data-driven world, businesses are constantly seeking innovative ways to stay competitive and engage with their customers more effectively. One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning. These technologies play a pivotal role in tailoring customer experiences to individual preferences and needs.
Anexa BPO
MARCH 7, 2023
In late 2022, ChatGPT was launched to great fanfare and hype. Today we’re going to examine exactly which types of applications can benefit most from the involvement of this platform. ChatGPT is an artificial intelligence chatbot – a natural language processing tool driven by AI technology that allows you to have human-like conversations. This advanced tool can assist with tasks like composing emails, essays, and code.
JustCall
MARCH 7, 2023
JustCall bags one more accolade. It has been named one of the 50 best customer service products of 2023 by G2. Ranked 41st and among other industry-leading names, including Intercom, Tidio, and Drift, this is another one of several milestones JustCall and SaaS Labs (the parent company) have flagged over the past two years. A Modern Communication System for Customer-Facing Teams JustCall is a communication system purpose-built for customer-facing teams.
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.
LiveVox
MARCH 7, 2023
Aragon Research has released its fourth Aragon Research Globe™ for Intelligent Contact Centers (ICCs), evaluating a market in transition as organizations look to move to the cloud, enhance agent capabilities, and digital labor continues to grow. LiveVox is proud to share that we have been named an Innovator! This is our first year to earn […] The post LiveVox Named an Innovator in the Aragon Research Globe™ for the Intelligent Contact Center (ICC), 2022 appeared first on LiveVox.
JustCall
MARCH 7, 2023
Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. However, the COVID-19 pandemic has changed this reality for many people. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center. It eliminates the need for any on-premise hardware or infrastructure to run a contact center.
NobelBiz
MARCH 7, 2023
As you’ve probably heard by now, for the first time ever, a dialing platform (PhoneBurner) was recently singled out by an FCC Public Notice. Ouch! But that’s not all. Last week’s crackdown on the Florida-based real estate brokerage firm MV Realty marked yet another premiere: in a declared effort to stop the allegedly illegal traffic, the FCC also sent a cease-and-desist letter to Twilio, asking the company to no longer carry the calls.
JustCall
MARCH 7, 2023
Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management.
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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.
LiveVox
MARCH 7, 2023
Aragon Research has released its fourth Aragon Research Globe™ for Intelligent Contact Centers (ICCs), evaluating a market in transition as organizations look to move to the cloud, enhance agent capabilities, and digital labor continues to grow. LiveVox is proud to share that we have been named an Innovator! This is our first year to earn […] The post LiveVox Named an Innovator in the Aragon Research Globe™ for the Intelligent Contact Center (ICC), 2022 appeared first on LiveVox.
JustCall
MARCH 7, 2023
Efficiency and agility – these are the top two features to look out for in a modern contact center solution, which requires robust contact center architecture. Here’s when hosted contact centers come into play. Hosted contact center services have gained immense popularity in the past few years thanks to their ease of deployment and relative affordability compared to old on-premises services.
Cisco - Contact Center
MARCH 7, 2023
I have grown and changed quite a bit through my life and career, but Cisco? It is the one thing that has remained a constant for me, especially over the past ten years.
JustCall
MARCH 7, 2023
The way to the customers’ hearts, and eventually their pockets, is through personalization. Today customers expect seamless and personalized interaction at every step of their purchase journey with messaging that caters to their specific needs. Personalization requires a lot of customer data. But data collection alone is not enough. You also need to organize the data and put it to business use.
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!
Anexa BPO
MARCH 7, 2023
[CDMX, MÉXICO] – March 6, 2023 – Anexa has been presented with a golden, silver and bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation – Business Services Industries; Contact Center of the Year (Over 100 Seats) – Business Services Industries; Customer Service Team of the Year – Recovery Situation – All Other Industries; Contact Center of the Year (Over 100 Seats) – All Other Industries; Best Use of Thought Leadership in Customer
JustCall
MARCH 7, 2023
The digital revolution has changed the face of customer service. Today, customers no longer rely solely on phone calls to contact businesses. Instead, they prefer reaching out through multiple channels like social media, email, or live chat. So, to boost consumer engagement, you must offer them touchpoints across multiple channels. This is where a multichannel contact center comes into the picture.
Zappix
MARCH 7, 2023
Zappix, the leading Visual Self-Service provider, is excited to join the upcoming Northeast Contact Center Forum (NECCF) Spring Forum, which will be held at the Franklin Country Club on March 14th, 2023.
JustCall
MARCH 7, 2023
A dedicated contact center solution strives to meet around 90% of its customer support requirements. The best part? With contact center omnichannel software, achieving this is much easier than you can imagine. Recent surveys reveal that brands using omnichannel have a 90% higher customer retention rate than a single channel. This guide will cover everything you need to know about omnichannel customer contact solutions.
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
SmartKarrot
MARCH 7, 2023
Role: VP Customer Success Location: United States (Remote) Organization: Entrust As a VP of Customer Success you’ll determine, persuade, and coordinate stakeholders on customer priorities. Get a thorough awareness of the objectives, concerns, and decision-making processes of your customers. Align stakeholders inside the customer to assist them visualise and align goals/measures by using facilitation and industry experience.
JustCall
MARCH 7, 2023
Introduction Customers expect the brand they shop with to be more proactive and responsive in reaching out and speaking with them; 93% of service professionals say that customer expectations have increased drastically as compared to previous years. Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide.
AWS Machine Learning
MARCH 7, 2023
The Amazon International Seller Growth (ISG) team runs the CSBA (Customer Service by Amazon) program that supports over 200,000 third-party Merchant Fulfilled Network (MFN) sellers. Amazon call centers facilitate hundreds of thousands of phone calls, chats, and emails going between the consumers and Amazon MFN sellers. The large volume of contacts creates a challenge for CSBA to extract key information from the transcripts that helps sellers promptly address customer needs and improve customer e
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