Callminer

NOVEMBER 15, 2023

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Analytics 182

Analytics 182

CCNG

NOVEMBER 15, 2023

Have you ever experienced a contact center implementation project where there were surprise costs? If so, in my experience you are one of a long list of companies that have. I don’t know the industry statistics for how often this occurs in contact centers, but a variety of 3rd party IT industry organizations and journals say it’s above 30% for software projects.

Contact Center 195

Contact Center CCNG Cloud contact Consulting 195

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Morale 142

Morale Feedback Upselling Surveys 142

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Enterprise 112

Enterprise Best practices Feedback Education 112

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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.

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

Education 97

Education Customer Care Coaching Customer Service 97

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Cisco - Contact Center

NOVEMBER 15, 2023

Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as “ Recommended A… Read more on Cisco Blogs

Analytics 96

Analytics 96

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Cisco - Contact Center

NOVEMBER 15, 2023

Last week, I had the pleasure of recognizing the accomplishments of our Learning Partner community and celebrating the 2023 Cisco Learning Partner Award winners.

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98

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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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Helpware

NOVEMBER 15, 2023

Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of speaking your customers' languages, and your business will grow. Though this requires resource allocation and expenditure, it can offer a quick payback.

Customer Support 91

Customer Support Marketing Answering services 91

Tethr

NOVEMBER 15, 2023

Learn about the top 4 trends impacting the credit union member experience, including QA automation and voice-of-the-member initiatives.

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AWS Machine Learning

NOVEMBER 15, 2023

Prompt engineering has become an essential skill for anyone working with large language models (LLMs) to generate high-quality and relevant texts. Although text prompt engineering has been widely discussed, visual prompt engineering is an emerging field that requires attention. Visual prompts can include bounding boxes or masks that guide vision models in generating relevant and accurate outputs.

Engineering 89

Engineering APIs Automotive Entertainment 89

Nuance

NOVEMBER 15, 2023

… Intelligent patient experiences, part 4: How effectively can your clinicians manage patient care? Read More » The post Intelligent patient experiences, part 4: How effectively can your clinicians manage patient care? appeared first on What’s Next blog.

Management 87

Management Healthcare 87

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!

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AWS Machine Learning

NOVEMBER 15, 2023

AutoML allows you to derive rapid, general insights from your data right at the beginning of a machine learning (ML) project lifecycle. Understanding up front which preprocessing techniques and algorithm types provide best results reduces the time to develop, train, and deploy the right model. It plays a crucial role in every model’s development process and allows data scientists to focus on the most promising ML techniques.

Scripts 85

Scripts Best practices Accountability Engineering 85

Cisco - Contact Center

NOVEMBER 15, 2023

We just wrapped up an amazing few days in Miami Beach at Cisco Partner Summit 2023 , where we had the opportunity to connect, learn, and celebrate all of the amazing things our partners are doing to… Read more on Cisco Blogs

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Avoxi

NOVEMBER 15, 2023

There’s a lot of responsibility managing global voice. Leverage these best practices and turn your international voice solution into a self-sustaining and strategic advantage. The post Nine Best Practices for Managing Global Voice appeared first on AVOXI.

Best practices 62

Best practices Management Contact Center 62

Cisco - Contact Center

NOVEMBER 15, 2023

In cybersecurity, professionals from all walks of life come together to protect sensitive data and share their knowledge with others.

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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.

Self service

IdeasUnlimited

NOVEMBER 15, 2023

In today’s fast-paced business world, staying competitive and efficient is key to success. One way businesses are achieving this is by harnessing the power of virtual assistant services. Whether you’re in real estate, sales, or managing social media, virtual assistants can play a pivotal role in enhancing your productivity and profitability.

Real estate 59

Real estate outsourcing CRM Sales 59

Cisco - Contact Center

NOVEMBER 15, 2023

After nearly 12 years, I always come away from the annual Cisco Partner Summit event energized and excited.

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TCN

NOVEMBER 15, 2023

Automation is transforming businesses and organizations around the globe. Some call centers fear it will. The post 5 Reasons Why Automation is the Secret to Success for Call Centers appeared first on TCN.

Call Center 59

Call Center 59

Babelforce

NOVEMBER 15, 2023

A grocery chain has become the first in the UK to remove self-service checkouts from most of its stores following customer feedback. This is the latest in a series of businesses (high-street and online) to change the way they use automation, moving away from a one size fits all approach. Booths’ managing director – Nigel Murray – told the BBC : “Our customers have told us this over time, that the self-scan machines that we’ve got in our stores they can be slow, they can be unreliable, they’re ob

Self service 52

Self service Feedback Personalization Customer Service 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

Calltools

NOVEMBER 15, 2023

Following federal regulations for call centers can be difficult, particularly when the rules continually evolve. Remaining compliant with regulations is essential to your company’s success because following the guidelines helps build trust and alleviate consumer skepticism. This diligence protects your business from fines and penalties and can boost your brand’s reputation.

Call Center 52

Call Center Telemarketing Contact Center CRM 52

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Entertainment 45

Entertainment Chatbots Personalization Technology 45

Zappix

NOVEMBER 15, 2023

Zappix, a frontrunner in Digital Patient Engagement solutions, proudly announces its latest breakthrough in healthcare technology with seamless integration into a leading Electronic Health Record (EHR) platform.

Healthcare 40

Healthcare Technology 40

AWS Machine Learning

NOVEMBER 15, 2023

Llama 2 stands at the forefront of AI innovation, embodying an advanced auto-regressive language model developed on a sophisticated transformer foundation. It’s tailored to address a multitude of applications in both the commercial and research domains with English as the primary linguistic concentration. Its model parameters scale from an impressive 7 billion to a remarkable 70 billion.

Best practices 89

Best practices Chatbots Engineering Marketing 89

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Cisco - Contact Center

NOVEMBER 15, 2023

As the old joke goes. ‘you do it carefully!’ As part of the U.S.

Government 72

Government Transportation 72

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all.

Analytics 109

Analytics Interactive Voice Response Average Handle Time Contact Center 109