CCNG

OCTOBER 4, 2023

In 1979, a relatively unknown band, The Buggles, released their hit song “Video Killed The Radio Star”. Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). WILL AI KILL THE CX STAR? I THINK NOT. The advent of AI, especially generative AI, has placed the CX world on the very brink of a revolution unlike anything else we have ever seen before… Well, except for process automation… Oh, and the internet… And the PABX

CCNG 195

CCNG Engineering Chatbots Education 195

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Hodusoft

OCTOBER 4, 2023

11 Ways to Reducing Communication Costs with Internet Telephony Solutions In today’s competitive landscape, cost efficiency has become a key driver of profitability and sustainability. Managing the cost per call is a paramount challenge for contemporary businesses across various industries. As per industry standards, an acceptable cost per call could range anywhere from $2.70 to $5.60.

voip 105

voip Real estate Abandon rate Analytics 105

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. Text messaging has emerged as a powerful tool in this regard, offering convenience and accessibility. However, when it comes to choosing a text messaging number, businesses often face a dilemma: should they opt for toll-free numbers or local text numbers?

Real estate 98

Real estate Marketing Sales Customer Support 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.

Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

Feedback 98

Feedback Customer Experience 98

Cisco - Contact Center

OCTOBER 4, 2023

In a panel discussion led by Cisco within the Energy and Transition stream of Climate Week NYC ’s “The Hub Live”, experts explored the topics of “transforming grids globally, and the role of technol… Read more on Cisco Blogs

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88

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. That’s why every year, the customer service industry celebrates Customer Service Week , pausing to reflect and recognize the tremendous value customer service agents bring to our society.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Cisco - Contact Center

OCTOBER 4, 2023

The article is co-authored with Jesus Illescas, Cisco Software Engineer The Cisco Code Exchange platform gathers shared code repositories related to Cisco and open-source technologies for security,… Read more on Cisco Blogs

Engineering 85

Engineering Technology 85

SQM Group

OCTOBER 4, 2023

AI can be applied in various ways to automate post-call surveys and integrate with call center Quality Assurance (QA) processes.

Surveys 90

Surveys Call Center 90

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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

Surveys

Cisco - Contact Center

OCTOBER 4, 2023

Addressing broadband disparities Cisco recently participated in the biannual summit of the National Tribal Telecommunications Association (NTTA) that was held on the lands of the Gila River Indian… Read more on Cisco Blogs

Telecommunications 77

Telecommunications Technology Government 77

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job, but it doesn't have to be. Explore seven ways to create positive environment that promotes customer service as a profession.

Customer Service 67

Customer Service Contact Center Call Center 67

Avoxi

OCTOBER 4, 2023

Guide Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach In today’s highly interconnected world, businesses are facing challenges aligning who they need to contact with the best way to reach them. And part of the problem is a seemingly very simple piece of the puzzle – your business phone numbers. When juggling… The post Contact Center Phone Numbers: Best Practices to Optimize Your Global Reach appeared first on AVOXI.

Best practices 62

Best practices Contact Center 62

Concentrix

OCTOBER 4, 2023

Merit Awards Names Concentrix + Webhelp’s Web3 Wallet and ELLIE Winners of its Annual Technology Awards Location: Newark, CA Date: October, 5th 2023 Concentrix + Webhelp’s Web 3 Wallet and AI solution, ELLIE, have been recognized as winners at the 2023 Merit Awards for Technology in the Metaverse and AI categories, respectively.

Technology 62

Technology 62

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

CustomerServ

OCTOBER 4, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality.

Call Center 62

Call Center 62

Cisco - Contact Center

OCTOBER 4, 2023

Personalization is critical to a guided customer experience. It helps build trust, foster relationships, and enables a deeper connection with customers.

Personalization 73

Personalization Customer Experience Analytics Management 73

kommunicate

OCTOBER 4, 2023

Last Updated on October 4, 2023 What is Viber? Developed by Rakuten, Japan, Viber is a messaging app that also allows you to make audio and video calls, send voice messages, video messages among others. The app is free to download on the Google Play Store and the App store, and has an estimated user [.] The post How To Integrate Viber Chatbot With Kommunicate – A Step By Step Guide appeared first on Kommunicate Blog.

Chatbots 59

Chatbots 59

CSM Magazine

OCTOBER 4, 2023

Manual certificate management is on its last legs in 2023. Before 2015, IT teams had the luxury of time on their side – once you issued a certificate, you didn’t have to worry about it for the next 5 years. That window was cut short to 3 years in 2015, then 2 years in 2018, and finally to just 13 months in 2020. Now, Google has announced its plans to reduce the validity of SSL/TLS certificates to just 90 days.

Management 59

Management Enterprise SaaS Sales 59

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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

TCN

OCTOBER 4, 2023

TCN, Inc., has announced a new client, a BPO based in Kenya that contacted the. The post Call Center Software Provider TCN In The UK Secures New Client – With Testing To Implementation In Just 24 Hours. appeared first on TCN.

call center software 59

call center software Call Center 59

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement.

Airlines 59

Airlines Banking Transportation Consulting 59

Kapta Customer Success

OCTOBER 4, 2023

How do drive greater team results? Change the way you think about your goals. Learn a different way to think about goals so you can achieve more, faster.

Accountability 59

Accountability Management 59

Working Solutions

OCTOBER 4, 2023

Take advantage of all that your CX tech stack has to offer! Learn how AI-powered virtual assistants, phone systems, and other contact center operations can help you provide better customer service.

Customer Service 52

Customer Service Contact Center Technology 52

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!

Feedback

JustCall

OCTOBER 4, 2023

Wondering how to stay A2P 10DLC compliant and effectively use SMS to engage with customers? This guide is for you. User protection is the cornerstone of business text messaging today —and this is where 10DLC emerges as the foundation of customer-first new SMS regulations. With SMS open rates as high as 98% , text marketing is incredibly effective. Getting it right is well worth every marketer’s time.

Interactive Voice Response 52

Interactive Voice Response industry standards Government Marketing 52

Working Solutions

OCTOBER 4, 2023

On-demand customer service agents are becoming more and more popular. Hear the facts from expert virtual customer service agents on how to provide high-touch customer care with intelligent agents.

Customer Care 52

Customer Care Customer Service outsourcing Call Center 52

JustCall

OCTOBER 4, 2023

Businesses in the US use application-to-person (A2P) messaging platforms to reach out to their customers via SMS. There are three ways of using these platforms: toll-free numbers, short code numbers, or 10-digit long code numbers (10DLC). In March 2022, major carriers in the US rolled out a policy stating businesses using regular 10-digit numbers that send SMS messages to customers must register these numbers through a national registry called The Campaign Registry (TCR).

APIs 52

APIs Personalization Metrics 52

Working Solutions

OCTOBER 4, 2023

Ready to find out what our clients think of us? Check out this report on Working Solutions' Agent Education Program, Call Center Utilization Rate, Customer Service Level and Net Promoter Score.

Education 52

Education Call Center Service level 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

JustCall

OCTOBER 4, 2023

To enhance engagement with your customers, consider using A2P 10DLC. This new process stands for Application-to-Person 10-Digit Long Code. It is a form of A2P messaging that has the potential to be game-changing. A2P 10DLC makes text messaging an even more powerful communication tool. Be it for marketing, customer support, or transactional messages.

Education 52

Education Best practices Surveys Accountability 52

Calltools

OCTOBER 4, 2023

How busy are your contact center agents during the day? Occupancy rate can provide the answer. It’s a key performance indicator that shows how much time a customer representative spends handling queries. Most contact center managers aim for a 100% occupancy rate – meaning reps spend all their time helping customers rather than waiting for a call.

Contact Center 52

Contact Center Self service Call Center Metrics 52

JustCall

OCTOBER 4, 2023

As of August 31, 2023, the messaging rules for businesses have changed dramatically; adherence to 10DLC regulations has shifted from a nice-to-have feature to a requirement, with unregistered 10DLC numbers now facing blockages. This change poses a critical question for super small businesses operating on limited resources: Is 10DLC a necessary tool for growth?

Wireless 52

Wireless Feedback Banking Marketing 52